The rate of transition to cloud communication technologies has accelerated, an impact of Covid-19. Many contact centers have made the transition or are investigating their options with a new intensity. But as contact centers move to Unified Communications as a Service (UCaaS) for their communications needs, or a Contact Center as a Service (CCaaS) solution for their contact center platform, many of the capabilities managers and supervisors count on are being left behind. This is where Workforce Optimization as a Service (WFOaaS) comes into play.

Workforce Optimization as a Service software should deliver:

  • Complete Interaction Recording, Call & Screen
  • Performance Management & Agent Engagement
  • Interaction Analytics
  • Workforce Management

As with the best cloud offerings, a Workforce Optimization as a Service solution should be customizable, designed to meet the specific needs of a cloud contact center, rather than a one-size-fits-all application.

Bundled Workforce Optimization Solutions for Cloud

At DVSAnalytics, we’ve recently announced the release of Interaction Analytics, which bundles Encore® Workforce Optimization as a Service applications to deliver the best value for customers using UCaaS and CCaaS platforms. While UCaaS and CCaaS solutions usually include basic audio recording with their solutions, DVS software leverages those recordings to provide a 360° view of customer interactions, providing valuable insights.

DVS bundled solutions include enterprise-class applications for UCaaS and CCaaS contact centers. Interaction Recording, Performance Management and Agent Engagement applications are bundled into two tiers of DVS Interaction Analytics:

 

Interaction Analytics – Essentials

This offering enhances your UCaaS/CCaaS solutions by delivering the workforce optimization applications you have been  accustomed to using. The bundled package includes:

Call Analytics: Group recorded customer interactions in ways meaningful to your business.

Desktop Recording: Sync audio recordings with DVSAnalytics Desktop Recordings to gain a 360° view of customer interactions.

Performance & Quality Management: Evaluate customer interactions and deliver automated coaching to improve agent performance. Enable dashboard views of results for immediate feedback to supervisors and agents.

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

3 key components of analytics software

Interaction Analytics – Advanced Options

The following add-on options are available to augment the Essentials package:

Speech Analytics: View call transcriptions, spot trends and gain critical insights into customer interactions to improve business. Reduce or replace traditional quality management evaluations with targeted samples or categories of interactions.

Desktop Analytics: Expand your search results by adding metadata from CRM or front office applications for powerful search and retrieval capabilities.

Salesforce App: Review call recordings associated with cases and opportunities without leaving Salesforce. Evaluate recorded interactions based on Salesforce metadata without leaving Encore.

Workforce Management

Encore WFM, designed specifically for cloud contact centers, provides staff forecasting and scheduling, and real-time adherence tools. Accommodating single and multi-skilled queues, intraday schedule adherence, and agent portals for access to schedules, Encore WFM streamlines daily workloads for supervisors.

Infographic illustrating 6 Ways to Enhance Amazon Connect Contact Centers

6 Ways to Enhance Amazon Connect Contact Centers

Add structure to call recordings and gain valuable insight into customer interactions with DVSAnalytics Workforce Optimization as a Service.

Gain a 360° View of Customer Interactions

Sync Amazon Connect audio recordings with DVSAnalytics screen recordings.

Categorize Interactions
Group recorded customer interactions in ways meaningful to your business.

Improve Performance

Evaluate customer interactions and deliver automated coaching & eLearning to improve agent performance.

Provide Real-time Feedback on KPIs

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

Engage Your Agents

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

Pinpoint Trends and Take Action

Use Speech Analytics to view call transcriptions, spot trends and gain critical customer insights to improve business.

Workforce Optimization for UCaaS and CCaaS

The need for workforce optimization solutions customized for cloud contact centers is rapidly growing. DVS Interaction Analytics bundles deliver insight into customer interactions, boost contact center performance, and help understand the voice of the customer. These user-friendly WFOaaS solutions are now available for Amazon Connect, RingCentral UCaaS, Avaya Cloud Office, BT Cloud Work, AT&T Office@Hand, TELUS Business Connect, Atos Unify Office, and other UCaaS and CCaaS platforms.

Contact Us to learn more about DVS Workforce Optimization as a Service.