DVSAnalytics is advancing the realm of customer interaction analysis with the introduction of CA in our 9.1 release. This strategic evolution from Speech Analytics offers DVS customers more profound insights into customer interactions by capturing the sentiment behind conversations. Moreover, our new embedded transcription service provides contact centers with the tools necessary to thoroughly analyze conversation content, offering valuable insights into agent performance, compliance, customer intent, and satisfaction.

These advancements enable contact centers to efficiently process large volumes of conversational data, enhancing Quality Management (QM) activities and transforming the business understanding of their customers. As a result, Encore version 9.1 promises improved service delivery and heightened customer satisfaction, transforming how contact center agents engage with customers.