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Conversational Analytics

Extract Valuable Customer Insights with Conversational Analytics
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Conversational Analytics helps contact centers move at the speed of service.

Analyze Every Interaction

to Enhance Your Customer Care

Leverage AI-powered technology to analyze and assess all your customer-agent interactions and to improve customer satisfaction while increasing quality assurance efficiency.

 

Conversational Analytics enhances Quality Assurance by ensuring agents consistently meet internal standards and exceed customer expectations. Our solution helps agents provide timely responses, clear documentation, and superior customer service. Finally, the continuous evaluation of interactions promotes ongoing improvement, enhancing both agent performance and the overall customer journey.

Conversational Analytics provides game-changing new insights such as:

Interaction recording for wfm and wfo

Evaluate Agent performance at scale

Manual evaluations focus on a minimal sample size. Conversational analytics delivers agent performance information based on 100% of their interactions.

Quantify and track interactions in near real time

How many calls discuss upgrade opportunities? How many have positive responses? Encore lets you track multiple interaction types and set alerts if there are too many or not enough.

Easily identify critical interactions

Group together specific words and phrases into meaningful collections for more insightful analysis.

Advanced Analytics Features

Designed to Drive Agent Success

DVSAnalytics interaction recording
Encore Speech Analytics has evolved into Conversational Analytics, bringing AI-powered Automatic Speech Recognition (ASR) to contact centers, aiming to optimize quality management and improve overall customer service.

Conversation Analytics provides deep insights by bringing never-before-available data to your fingertips, putting you in control of assessment efficiency, targeted coaching, and customer success programs.

Contact centers can take advantage of additional WEM features such as:
  • Automated eCoaching
Deliver Agent Coaching content precisely and automatically.
  • Contests
Utilize gamification techniques to motivate agents to achieve peak performance.
  • Complete Interaction Playback
Watch and listen to audio, desktop, and transcript together to get a thorough picture of the interaction.
  • Workforce Management
Optimize agent schedules to match interaction traffic.

Contact DVS

to Learn More About Our Conversational Analytics Solution

Schedule a demo with DVSAnalytics today and explore how our advanced contact center solutions can elevate the customer experience and workforce performance.
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