Desktop Analytics

Use our contact center analytics tool to capture metadata from CRM or Front-Office Applications for greater contact center insights. Recording an agent’s desktop and linking it to audio recording can help uncover new actionable insights!

Leverage Metadata from Desktop Applications

Encore Desktop Analytics is a family of applications that adds searchable data to recorded interactions. These applications include Encore eCapture, ePause, Agent Assist, a pre-configured integration with Salesforce, and Web API. These key applications are a must for contact center workforce optimization and discovering crucial growth opportunities.

Capture Unlimited Data with eCapture

Using Encore eCapture your contact center can capture data such as customer or patient ID, call result, and support ticket numbers. Data can also be automatically captured from desktop applications, such as CRM systems, and saved into fields in recording files. Using this valuable metadata, eCapture helps you:

Protect Sensitive Data with ePause

Automatically pause recordings when agents navigate to unique web pages or URL addresses to prevent the recording of sensitive information. Designed with a quick and easy configuration interface, ePause does not require any additional professional services to set up.

StReamline Data Through Powerful Integrations

Unlock even more contact center analytics by integrating Salesforce! Encore provides a pre-built application for integrating to Salesforce that requires little configuration. Encore Salesforce Desktop Analytics automatically captures the account name, account number, and email address, then saves them to the recording file. With minimal investment, unlimited additional fields can be captured.

Learn More About Our Salesforce Integration

Web API: Available with Every Encore System

Contact centers that wish to develop their own integration with Encore can use the Encore Web API. Every Encore system comes with a free Web API. This API can be programmed to send start/stop events and capture data from other software. Encore Web API does not require additional Encore licensing.

Desktop Analytics

Leverage Metadata from Desktop Applications

Capture Unlimited Data with eCapture

Protect Sensitive Data with ePause

StReamline Data Through Powerful Integrations

Web API: Available with Every Encore System

Want to learn more? Browse the Desktop Analytics resources.

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