Professional Services

DVSAnalytics Implementation Services for Encore WFO/WEM

Successful implementations are the result of open communication and the understanding that every customer has a unique set of needs and requirements. Combined with the technical knowledge and expertise of our professional services team, implementations are completed on time, on budget, and exceed customers’ expectations.

Implementation Services Process

Backed by a 35-year history of successful implementations, DVSAnalytics follows a proven methodology designed to provide customers with systems that satisfy their requirements and meet or exceed expectations for their contact center.

Project Kick-off

DVSAnalytics and its reseller partner and/or customer identify project managers to coordinate a kick-off meeting or call with all appropriate stakeholders. Stakeholders must include individuals responsible for implementation. This initial meeting consists of reviewing the requirements, determining implementation priorities and discussing actions required prior to and during implementation. During this meeting, all parties jointly determine the best timing for going live with Encore.

Installation

DVSAnalytics either ships the Encore server and software to the customer, or installs the Encore software on the customer-supplied server or virtual instance, and then establishes connectivity with the customer’s communication (phone) platform. When this is complete, the Encore system starts recording calls for the configured extensions based upon the rules identified in the project plan. DVSAnalytics’ implementation team then conducts a variety of tests to verify the system is properly configured and capturing all recordings. This process is repeated for additional sites.

Training

Following the successful installation, DVSAnalytics conducts training classes for both system administrators and business users. These classes may be conducted on-site, via the web or a combination of both.

Upon completion of the installation, DVSAnalytics provides the customer with documentation detailing how the system was installed, configured and deployed across the organization.

Ongoing Support

Customers are given access to DVSAnalytics’ Technical Support 24x7x365, unlimited training via regularly scheduled monthly web classes, customer-specific training upon request and software upgrades (typically two per year).

DVSAnalytics solutions are designed to improve the customer experience, maximize employee engagement, and deliver analytics-enabled insights into customer interactions and contact center operations.