Iwatsu Enterprise-CS Contact Center Integration
Enhance your Iwatsu Enterprise-CS (ECS) Contact Center with Encore's Workforce Optimization Suite
Encore's recording and quality management software includes recording, performance evaluations, coaching, surveys and much more. Additionally, Encore Community's workforce management suite provides scheduling, forecasting and inter-day schedule adherence.
Encore has been verified with the Iwatsu ECS Contact Center.
Enhanced Quality Management
Encore's Iwatsu ECS Contact Center Integration software captures and writes key metadata from the ECS Contact Center to searchable fields in recorded interactions. While many solutions only capture basic data such as date, time, ANI and DNIS, Encore goes beyond the basics to write metadata that provides users with the ability to quickly and efficiently retrieve:
- Related calls for reviewing the entire customer experience.
- Recorded interactions that required customers to be "on hold" and the associated hold times.
- Incoming vs. outgoing calls.
- Internal vs. external calls.
Furthermore, by combining the metadata from the ECS PBX with data from Encore's Desktop and Speech Analytics, dvsAnalytics has added even more intelligence to recorded interactions.
Many enterprises have a mixed communication platform environment. Encore's CT Integration software supports all the major brands, delivering one unified experience, regardless of the number of underlying platforms.