solutions

Today’s contact centers are focused on customer relationships: retaining the customer and enhancing their experience. In order to gain insight into each customer interaction, contact center supervisors need workforce optimization solutions that enable them to hear and see the interaction moments after it unfolds and if needed, take immediate action.

dvsAnalytics’ Encore™ Technology Suite helps organizations maximize agent performance and enhance the customer experience by defining performance standards, measuring agents’ adherence to these standards, and providing objective feedback to the agents in near real-time.

The Encore Technology Suite includes voice recording, screen recording, performance management, coaching, and reporting. With Encore in your contact center, you can monitor, log, review, retrieve, evaluate, organize, catalog, and analyze voice and data in a simple-to-use Windows environment. Encore also protects your customers’ sensitive data and ensures your organization maintains PCI compliance with both state and industry regulations. No other system combines so many features in such a compact, reliable, and affordable package.

Integrations

dvsAnalytics has 20+ years of experience integrating Encore with a variety of switch environments. Because each switch operates differently and customer needs vary greatly, the manner in which these tasks are accomplished is unique to each switch. Currently, Encore integrates with more than 25 telephony systems and/or PBX platforms from 17 different software development firms, including:

  • Avaya
  • Cisco
  • Iwatsu
  • Mitel
  • NEC
  • Nortel
  • Siemens
  • ShoreTel
  • Tadiran
  • Zetron

These integration partners deliver a wide range of solutions that complement and are compatible with dvsAnalytics’ solutions.