Enterprise-class Workforce Optimization for RingCentral Customers
Scottsdale, Arizona — February 26, 2019 DVSAnalytics, a leading provider of employee engagement and analytics software for contact centers, today announced a new integration for Encore® – an intelligent, fully integrated workforce optimization and management suite – with RingCentral’s Unified Communications as a Service (UCaaS). RingCentral is a worldwide leader of cloud communications. The Encore platform offers enterprise-rich features that enable businesses of any size to manage their dynamic workforce and contact center environments.
Encore is available to RingCentral customers in a Software as a Service (SaaS) model. Contact centers can record agent desktop activity using Encore and associate the desktop recordings with RingCentral’s audio recordings. With Encore, RingCentral customers have access to a comprehensive suite of workforce optimization tools to improve the performance of their contact centers, including:
- Quality Management with eCoaching
- Dashboards and Reporting
- Gamification, and more
“We work hard to ensure our Encore solution can be easily integrated into the leading contact center communications platforms, premise or cloud,” stated Rita Dearing, President and Chief Technology Officer, DVSAnalytics. “We are committed to providing the best technology to boost contact center performance for our partners, dealers and customers, no matter the size of the business or the UC platform they use.”
DVSAnalytics understands communications platforms are the foundation of contact center operations. Interoperability and compatibility between software and hardware components within a contact center are key factors in achieving a high standard of performance. The Encore solution delivers the ability to record, analyze and manage customer interactions to meet contact center service goals while managing the costs associated with training and quality management.
DVSAnalytics continues to advance its solutions with the new RingCentral integration, updated integrations with other leading UC platforms, and an enhanced Speech Analytics offering. To learn more about the Encore software suite engineered to meet the needs of today’s contact center operations, visit www.DVSAnalytics.com.
DVSAnalytics (DVS) workforce optimization and engagement solutions (WFO/WEM) 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. DVS’ Encore® WFO/WEM suite includes interaction recording, quality management, analytics, 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, Twitter, and Facebook.