The newest version of Encore incorporates affordable, easy-to-use conversational analytics capabilities that provide deeper insights into managing and improving customer experience.

DVSAnalytics is set to redefine the parameters of customer engagement and Workforce Engagement Management (WEM) with the upcoming release of Encore version 9.1. This newest version delivers the long-awaited integration of two of Encore’s three functional suites—Workforce Optimization (WFO) and Speech Analytics—allowing automated speech recognition to be used with Encore’s search and playback tools. 

This integration lifts the Encore solution from Speech Analytics to Conversational Analytics by combining conversation data with call and desktop analytics. Encore users are now able to seamlessly incorporate all types of interaction data into their daily monitoring, interaction, and quality management activities. 

The adoption of voice and web bots and advanced IVRs puts more and more pressure on contact center agents to solve a broader array of issues faster and with better service. Agent training verification and coaching are more important than ever. Identifying agent skills service issues promptly is critical to keep the contact center attuned to the client environment. Encore 9.1 delivers conversational analytics tools directly into the hands of supervisors, managers, and QA personnel to allow thorough and timely assessments and individualized evaluations.

With the release of version 9.1, DVSAnalytics is taking a bold step by offering a complimentary trial of its latest Conversational Analytics tools to those who upgrade.  This will give existing customers a chance to experience first-hand the benefits of the latest advancements in Encore. 

Contact DVSAnalytics to Learn More About Our Upcoming Release

For an overview of Encore version 9.1 and to secure your free trial of our Conversational Analytics tools upon its release, get in touch with the DVS team today.