Workforce optimization software in contact centers. It should be easy to define its purpose: improve operations, boost agent performance, enhance the customer experience, and simplify management’s routine workload allowing them to focus on their organization’s key performance indicators (KPIs).
Three key necessities for workforce optimization software:
- It should be user-friendly
- It should automate processes
- It should include practical, easy-to-use & actionable analytics
Software that meets these criteria will help optimize a contact center’s performance and provide a quick return on investment (ROI). It helps if the software offers the same features and performance regardless of whether it’s deployed on-premise or in a cloud. With the proliferation of Unified Communications as a Service (UCaaS), Software as a Service (SaaS), and Communications Platform as a Service, cloud readiness is table stakes in workforce optimization solutions. The best solutions should be flexible and adaptable to meet the challenges of today’s rapidly changing communications technology landscape.
Providing an Effortless Customer Experience
Deploying new software into an operating contact center, then experiencing a successful user adoption rate, can be a challenge. DVSAnalytics dedicates its 30+ years of domain expertise and a top-shelf professional services team to meet the challenge.
DVS works closely with your Technology Service Provider for a smooth implementation. Every implementation of Encore Workforce Optimization software includes unlimited online training, software upgrades, and a 90-day checkup for solution optimization. We believe in strong partnerships to provide world-class service that helps contact centers improve agent performance, simplify management’s daily workload, and ultimately, enhance the customer experience.
DVSAnalytics invests heavily in technology partnerships and development with all the major communications platforms used in today’s contact centers. These investments have yielded DVSAnalytics a stellar reputation for having the best, deepest and most trouble-free integrations with Avaya, Cisco, Mitel, NEC, RingCentral, Salesforce, and more.
Trustmark: Boosting Agent Performance
Trustmark provides access to a full spectrum of flexible benefit solutions: benefits administration, payroll-deducted voluntary products, group medical benefits, and health & fitness management programs. The success of each Trustmark company is based on building and maintaining trust through personal, responsive service.
Trustmark implemented Encore to have a simpler, automated way to audit agent interactions without the old-fashioned call/observe or live monitoring burdens. Beyond the benefits of automating parts of their quality management process, Trustmark was also delighted by Encore’s seamless integration with their upgraded Avaya communications system.
Download our Trustmark case study to learn more.