Workforce Optimization

Improve Your Contact Center Customer Experience

Improving Contact Center performance is the primary reason organizations choose to invest in a workforce optimization solution.

Workforce Optimization (WFO) delivers tools to improve the quality of customer interactions while Workforce Management applications help contact centers meet their service level objectives.

Interaction Recording

Encore®  Interaction Recording software from DVSAnalytics delivers secure call recording and screen recording designed to meet your organization’s specifications and scale with your growth.

Encore’s interaction recording technologies meet the needs of contact centers in companies of all sizes, in all industries. Improve customer service, maintain compliance, reduce risk and liability, settle disputes, verify customer orders and gain key insights.

Desktop Analytics

Gain valuable insights, streamline processes, and ensure compliance for your contact center with Encore Desktop Analytics. Encore Analytics is a family of applications used to control recordings and capture critical data, delivering business intelligence and insights to interactions, including advanced search and retrieval capabilities.

Quality Management

Encore Quality Management applications from DVSAnalytics deliver the digital tools to provide the insights needed to improve the outcome of customer interactions.

Use Encore to easily review all recorded interactions, internal and external, across multiple channels and mediums. Evaluation and automated coaching applications help improve agent performance even when supervisors are unavailable.

Reporting

Data is collected at every touch point:

  • Interaction Recording
  • Agent Evaluations
  • Automated Agent Coaching

Don’t leave that data untapped. Encore customizable Reports and Dashboards provide visibility and insights into KPIs to identify which areas are improving and which areas require extra effort.

Workforce Management

Easily schedule contact center staff to meet service level objectives while controlling costs with DVSAnalytics Workforce Engagement Management software. Multiple forecasting methods, flexible scheduling tools, and real-time agent adherence let you maximize contact center performance.

Improve the
Quality of Customer Interactions

DVSAnalytics solutions are designed to improve the customer experience, maximize employee engagement, and deliver analytics-enabled insights into customer interactions and contact center operations. Enhance your contact center with the resources needed to ensure your organization achieves continued success.