New User Experience Enhances WFO Solutions for Contact Centers
Scottsdale, Arizona — November 3, 2020 DVSAnalytics, a leading provider of workforce optimization (WFO) solutions for contact centers, announced the release of Encore®8.0, which delivers a new user experience along with enhanced UCaaS and CCaaS integrations. This release introduces Encore Portal, a new user interface for DVSAnalytics software. Encore Portal improves access to customer interactions with a clean, minimalist design, along with a host of new features and functionality to simplify the daily workload of management and improve contact center performance.
Along with Encore’s mobile friendly responsive design, Encore Portal introduces Views and Alerts. Views expand the software’s intuitive search capabilities, allowing users to filter, and save, groups of interaction types most important to their business. Alerts draw on the power of Views, sending messages to pre-defined users about customer interactions that need management attention.
“In today’s world, customers are looking for more than just a good product,” stated Rita Dearing, President and Chief Technology Officer. “They are seeking a high-quality user experience with underlying solutions that have been validated over time. Encore’s 8.0 release delivers both.”
In addition to Encore Portal, 8.0 features new and enhanced integrations as well as Interaction Analytics – Essentials, a bundled WFO package for UCaaS and CCaaS platforms. Enhanced integrations include various RingCentral solutions, Amazon Connect, and updates for Cisco and NEC.
To learn more about Encore 8.0, visit www.DVSAnalytics.com.
DVSAnalytics (DVS) workforce optimization solutions (WFO) are designed to improve the customer experience and maximize employee engagement and productivity by offering analytics-enabled insights into customer interactions and contact center operations. Encore® WFO Solutions include interaction recording, analytics, quality and performance management, workforce management, reporting, and a powerful set of employee engagement capabilities. The company is headquartered in Scottsdale, Arizona. Learn more at www.DVSAnalytics.com or follow DVS on LinkedIn and Twitter.