Practical Workforce Optimization as a Service for Cloud Contact Centers
The Encore® Workforce Optimization as a Service solution for Amazon Connect contact centers includes desktop recording that syncs with Amazon Connect audio recordings, practical analytics, performance management, automated coaching and eLearning, agent engagement tools, and more. Encore’s workforce management solution provides scheduling, forecasting and real-time, intraday schedule adherence.
Optimize Your Amazon Connect Contact Center
DVSAnalytics delivers the ability to leverage Amazon Connect audio recordings to gain insight into the business and its customers.
Encore Workforce Optimization as a Service (WFOaaS) for Amazon Connect provides contact centers with a 360° view of customer interactions, helping you to:
- Gain enhanced Search and Retrieval capabilities
- Record desktop activity and sync it with Amazon Connect audio recordings
- Improve agent performance with automated Coaching & eLearning
- Deploy Speech Analytics to better understand the Voice of the Customer
- Benefit from Forecasting, Scheduling & Real-Time Adherence with Workforce Management
Amazon Connect Customers Benefit from DVS’ Unique Bundled WFOaaS Solution
DVS has bundled key WFOaaS components to specifically meet the optimization needs of contact centers using Amazon Connect. Encore’s Interaction Analytics packages, below, satisfy the need for tools to better understand the voice of the customer and improve the customer experience.
Interaction Analytics – Essentials
- Gain a 360° View of Customer Interactions — Sync Amazon Connect audio recordings with DVSAnalytics Desktop Recording.
- Categorize Interactions — Group recorded customer interactions in ways meaningful to your business.
- Improve Performance — Evaluate customer interactions and deliver automated coaching 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.
Interaction Analytics – Advanced
- Expand Your Search Capabilities — Add metadata from CRM or front office applications for powerful search and retrieval capabilities.
- Pinpoint Trends and Take Action — Use Speech Analytics to view call transcriptions, spot trends and gain critical insights into customer interactions to improve business.
- Achieve Rapid Results — Deliver benefits to your contact center within a few weeks of project start.
- Focus Performance Evaluations — Reduce or replace traditional quality management evaluations with targeted samples or categories of interactions using Speech Analytics.
DVSAnalytics Workforce Optimization as a Service
Workforce Optimization as a Service (WFOaaS) for Amazon Connect delivers the practical solutions today’s cloud contact centers need to streamline daily workloads for supervisors, improve agent performance, boost operations, and enhance the customer experience.