Improve the performance of your contact center with our quality management solutions! From tools to build outcome-based evaluations, automated coaching, and more DVS Analytics can help you maximize your team’s productivity and potential.
DVSAnalytics makes contact center quality management easy. You’ll be able to organize, retrieve, and review audio and desktop recordings with DVS’ Encore Call Recording & Quality Management applications. Our built-in, dynamic search filters allows agents, supervisors, and business users to search and retrieve interaction recordings according to select criteria. Encore’s search filters categorize recordings so evaluators can easily find what they’re looking for. This makes it easy to identify and resolve issues.
Recordings matching a set of parameters can be added to a defined view and saved for individual use or shared with other stakeholders. Salesforce users can easily locate and review recordings within Salesforce or DVSAnalytics Encore. With our seamless Salesforce integration, you can store key metrics from Encore and link to Encore recordings directly in Salesforce. Metadata from Salesforce may also be stored with the recorded interaction in Encore, providing enhanced analytics to sort and categorize customer interactions.
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Contact center managers are continually challenged with finding time to coach agents for performance improvement. Encore® Quality Management solves this problem with outcome-based evaluations that automatically trigger coaching opportunities. eCoaching assignments and quizzes are delivered immediately after an evaluation.
With eCoaching you can improve performance, reduce the need for one-on-one meetings, and increase the focus for individual coaching sessions. Contact centers can leverage Encore’s built-in coaching content and supplement with their own to help optimize coaching.
DVSAnalytics Gamification Engine automates the creation and management of performance-based contests and dashboards. Alongside these competitions, using rewards can further motivate agents towards achieving company initiatives. Encore Dashboards and Employee Contests make it easy for managers to gain insight, see trends, and create incentive programs.
Speech Analytics technology can transcribe and index the content of all recorded audio interactions quickly and cost-effectively. Adding structure to recorded interactions makes it easier to analyze the contact center and identify issues that affect the whole enterprise.
Using Speech Analytics delivers powerful results and massive return on investment (ROI) in many common applications such as these:
DVSAnalytics ElevateQM delivers more analytics with deeper insights at a cost that fits your budget. The package includes Interaction Recording, Quality Management and easy-to-use, out-of-the box applications for Speech Analytics.