NEC UNIVERGE® Integration

Enhance your NEC UNIVERGE communication platform 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.

Verified SolutionRequest a dvsAnalytics Encore Demonstration

Encore is verfied to operate with the following NEC solutions:

  • NEC UNIVERGE SV8500/SV9500 – Open Application Interface (OAI)
  • NEC UNIVERGE SV8300/SV9300 – Open Application Interface (OAI)
  • NEC UNIVERGE SV8100/SV9100 – TAPI
  • NEC UNIVERGE 3C – UNIVERGE 3C Web Service
  • Works with NEC UCE and BCT ACDs

Enhanced Quality Management

Click to Email dvsAnalyticsEncore's NEC Integration software captures and writes key metadata from NEC UNIVERGE 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.
  • Incoming vs. outgoing calls.

Furthermore, by combining the metadata from NEC with data from Encore's Desktop and Speech Analytics, dvsAnalytics has added even more intelligence to recorded interactions.

Solution Flexibility

Encore CT Integration supports all of the NEC UNIVERGE communication platforms. Regardless of which NEC solutions are in your enterprise today or in the future, rest assured that Encore’s Workforce Optimization suite of applications will work seamlessly.

In addition, 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.

Learn More About Encore

CONTINUE TO: SHORETEL

Enhance your ShoreTel communication platform with Encore's Workforce Optimization Suite

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