Amazon Connect

Practical Workforce Optimization for Cloud Contact Centers

The Encore® Workforce Optimization 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 (WFO) for Amazon Connect provides contact centers with a 360° view of customer interactions, helping you to:

Amazon Connect Customers Benefit from DVS’ Unique Bundled WFO Solution

DVS has bundled key WFO 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
RingCentral and DVS speech, desktop, and call analytics
Interaction Analytics – Advanced

DVSAnalytics Workforce Optimization

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.