Blog

The combination of Salesforce and Encore® workforce optimization provides the best of both worlds to today’s contact center environment. With a focus on simplifying contact center management’s daily workload, DVSAnalytics provides solutions for interaction recording,...

No matter the industry, all contact centers face one or more state and federal regulations such as PCI-DSS or HIPAA. Maintaining compliance in the constantly changing regulations landscape can be overwhelming. Secure interaction recording (call and screen), part of a...

Contact centers are the front line between an organization or company and its customers. Seamless interoperability and compatibility between all software and hardware components within a contact center is a key factor in achieving the highest standard of customer...

NEC Advantage 2019 was a fantastic event with a large variety of opportunities for learning, experiencing, sharing, socializing, and recognizing NEC partners and resellers from around the world. DVSAnalytics was pleased to take part. We’ve been technology partners...

We’re pleased to be at NEC Advantage this week. NEC is hosting its first Global Partner Conference this year, a key opportunity to review the rapid innovations seen over the last decade in the IT and communications technology landscape. Advantage brings together all...

Imagine you handle tickets sales for Broadway shows, off-Broadway shows, touring musicals and plays, even theatrical shows on the other side of the Atlantic in London’s West End. You have two contact centers to handle ticket sales, customer’s questions, complications,...

Every contact center faces the challenge of efficiently forecasting and scheduling agents. Whether it’s a question of seasonal traffic, new products and services, specific skill requirements, or intraday changes, effective management of agents can be a daunting...

A well-planned gamification program provides healthy competition among agents, a new excitement to the day, and a focus on increased productivity. These are the primary purposes of gamification solutions in contact centers. Well-implemented gamification programs...

The on-going digital transformation in today’s market combined with an increasingly empowered agent workforce has created a clear need for eCoaching solutions in contact centers. Every contact center faces the challenge of training their agents. Developing training...