Search & Retrieval
DVSAnalytics makes Quality Management easy. Organize, retrieve, and review audio and desktop recordings with this software solution. Our built-in, dynamic search functionality allows agents, supervisors, and business users to search and retrieve interaction recordings according to select criteria.
From basic searches, such as extra-long calls, to unresolved service calls or canceled orders, Encore’s dynamic search categorizes recordings so evaluators know where to focus their attention. 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.