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“We have been particularly pleased that Encore not only met our original objectives, but has also delivered additional tools to assist the VCU Medical Center in continually improving the patient experience.”

Roberta Gump
Communication Center Director
VCU Medical Center

DVSAnalytics Case Study

VCU Medical Center

Located in Richmond, Virginia, the Virginia Commonwealth University (VCU) Medical Center offers virtually every form of contemporary medical service and is the region’s only Level 1 Trauma Center for adults and children. VCU receives thousands of calls each day, answered by employees in different clinics, departments and programs.

VCU’s previous recording system was unable to record complete calls: from the time it was answered to the time the patient hung up. This was particularly troublesome if the call was transferred to a different clinic or department. The system simply could not capture the entire patient experience.

Download our VCU Medical Center case study to learn how DVSAnalytics Workforce Optimization (WFO) and Workforce Engagement Management (WEM) solutions helped solve their issues. DVS is continuously developing Encore™, keeping integrations up to date and delivering new secure applications to meet the evolving requirements of today’s contact centers.