Cisco Integration

Enhance your Cisco communications platform with Encore

The Encore® workforce optimization and workforce engagement management solution includes interaction recording, performance evaluations, analytics, coaching, surveys and more. Encore’s workforce engagement management suite provides scheduling, forecasting and real-time, inter-day schedule adherence.

Cisco Compliance Tested

DVSAnalytics is a member of the Cisco Developer Network. Encore has been compliance tested and approved to operate with the Cisco UCM solution. Encore also operates with the Cisco UCCE and Cisco UCCX contact center solutions.

Enhanced Quality Management

Encore’s Cisco CT Integration software captures and writes key metadata from Cisco 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

By combining the metadata from Cisco with data from Encore Desktop and Speech Analytics, DVS has added even more business insight and intelligence to recorded interactions.

Solution Flexibility & Interoperability

Cisco customers can choose from two methods of integration. Cisco agent devices that support Built-in-Bridge (BIB) record calls using subscription-based SIP streaming are easily integrated, simplifying the network configuration. Most of Cisco’s third-generation IP phones support BIB. Alternatively, packet capture can be used when supporting non-BIB phones or older versions of UCM.

Further flexibility can be achieved for enterprises with mixed communication platform environments. Many businesses are gradually migrating to Cisco, but are still using various other legacy telephony switches. Encore’s CT Integration software supports all the major brands, delivering one unified experience, regardless of the number of underlying platforms.