Amazon Connect 30 Day Trial

Workforce Optimization and Analytics for Amazon Connect Contact Centers

Interaction Analytics – Essentials

  • Gain Insight into Customer Interactions — Sync Amazon Connect audio recordings with DVSAnalytics Desktop Recording.
  • Categorize Interactions — Group recorded customer interactions in ways meaningful to your business.
  • Improve Performance — Evaluate customer interactions and deliver automated coaching to improve agent performance.
  • Provide Real-time Feedback on KPIs — Enable dashboard views of results for immediate feedback to supervisors and agents.
  • Engage Your Agents — Create contests to leverage analytics & evaluations to motivate agents to achieve individual, team & organizational goals.

Interaction Analytics – Advanced

  • Expand Your Search Capabilities — Add metadata from CRM or front office applications for powerful search and retrieval capabilities.
  • Pinpoint Trends and Take Action — Use Speech Analytics to view call transcriptions, spot trends and gain critical insights into customer interactions to improve business.
  • Achieve Rapid Results — Deliver benefits to your contact center within a few weeks of project start.
  • Focus Performance Evaluations — Reduce or replace traditional quality management evaluations with targeted samples or categories of interactions using Speech Analytics.

Essentials 30 Day Free Trial

Enhance Your Amazon Connect Contact Center

The Encore® Workforce Optimization as a Service solution for Amazon Connect includes desktop recording that syncs with Amazon Connect audio recordings, practical analytics, performance management, automated coaching and eLearning, agent engagement tools, and more. Encore’s workforce management solution provides scheduling, forecasting and real-time, intraday schedule adherence.

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