RingCentral UCaaS Integration

Practical Workforce Optimization as a Service for Cloud Contact Centers

The Encore® Workforce Optimization solution for RingCentral UCaaS contact centers includes desktop recording that syncs with RingCentral audio recordings, practical analytics, performance evaluations, automated coaching and eLearning, agent engagement tools, and more. Encore’s workforce management solution provides scheduling, forecasting and real-time, intraday schedule adherence.

Supercharge Your RingCentral UCaaS Contact Center

  • Add powerful search and retrieval capabilities
  • Record desktop activity and sync it with RingCentral audio recordings
  • Evaluate customer interactions and improve agent performance
  • View call transcriptions and analyze customer tone or word choice
  • Featured in the RingCentral App Gallery

DVSAnalytics Provides Practical Options for UCaaS Contact Centers

DVSAnalytics’ RingCentral® Integration lets you combine RingCentral’s audio recordings and metadata with Encore® Desktop (screen) Recordings to gain a complete picture of customer interactions.

Contact centers can record agent desktop activity using Encore and easily associate the agent desktop recordings with RingCentral’s audio recordings.

Available in a Software as a Service (SaaS) model, Encore combines data—call recordings, desktop recordings and associated metadata—to provide a 360° perspective of your customer interactions.

Encore also provides a comprehensive workforce optimization solution to improve contact center performance and enhance the customer experience.

Five Ways to Boost Cloud Contact Center Performance

Gain a 360° View of Customer Interactions

Sync UCaaS audio recordings with DVSAnalytics Desktop Recording.

Improve Performance

Analyze recordings and deliver automated coaching to improve agent performance.

Engage the Workforce

Create contests to leverage analytics & evaluations to motivate agents to achieve individual, team & organizational goals.

Provide Real-time Feedback on KPIs

Enable dashboard views of results for immediate feedback to supervisors and agents.

Pinpoint Trends and Take Action

Use Speech Analytics to spot trends and gain critical customer insights to improve business.

 

Workforce Optimization as a Service

Workforce Optimization as a Service (WFOaaS) for RingCentral Office delivers the practical solutions today’s cloud (UCaaS) contact centers need to improve agent performance, streamline daily workloads for supervisors, boost operations, and enhance the customer experience.