DVSAnalytics Workforce Optimization (WFO) solutions are designed to improve the customer experience and maximize employee engagement and productivity.
The Encore® software suite delivers analytics-enabled insights into customer interactions and contact center operations.
- Interaction Recording: Call & Screen
- Desktop Analytics
- Speech Analytics
- Quality Management Solutions
- Customized Reporting and Dashboards
- Workforce Management Tools
- Gamification Tools
- Customizable Agent Portals
- Customer Survey Tools
Workforce Optimization & Engagement Management
Most businesses record calls with customers. Millions of recordings are saved to data warehouses daily. These recordings contain a treasure trove of unique opportunities to understand how the business is interacting with its customers and identify areas to improve.
DVSAnalytics Encore Quality and Workforce Management solutions deliver the tools needed to improve agent performance and the customer experience.
- Dynamic libraries and playlists to effortlessly identify recordings in need of review
- Flexible evaluation and calibration tools tailored to your business and departments
- Automatic coaching assignments based upon evaluation results
- Staff scheduling with real-time adherence and built-in optimization
- Supervisor dashboards to see key metrics, such as agent performance and market perception, at a glance
- Agent dashboards to track personal standings, such as performance and eCoaching assignments
- Gamification for automating the creation and management of performance-based contests, rewards, and recognition
DVSAnalytics solutions are designed to improve the customer experience, maximize employee engagement, and deliver analytics-enabled insights into customer interactions and contact center operations. Enhance your contact center with the resources to ensure your organization achieves continued success.
DVSAnalytics workforce optimization and engagement solutions 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. Encore includes interaction recording, analytics, quality and performance management, workforce management, reporting, and a powerful set of employee engagement capabilities.