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dvsAnalytics

Encore

dvsAnalytics’ Encore™ Workforce Optimization is a software suite that includes applications for call and screen recording, quality management, desktop and speech analytics, and workforce management. Encore’s deep, certified integrations with ShoreTel systems deliver added features and functionality to guarantee recordings, expand search and retrieval options and reach service level objectives while containing costs. Innovative and intuitive, Encore features automated coaching, web-based customer surveys, dynamic playlists, compliance tools, mobile access and on-the-fly optimization of contact center agent schedules.

dvsAnalytics has been successfully delivering these solutions to enterprises, across all industries, for over 30 years. From its innovative solutions to exceptional support, customers and resellers find that doing business with dvsAnalytics is a pleasant and profitable experience.

 

Features

  • Fully tested and certified to integrate with ShoreTel v14.x
  • Workforce management adapter for ShoreTel ECC
  • 100% or selective call and screen recording scalable from 24 to 6,000+ seats, single or multiple sites
  • PCI and HIPAA compliance tools included
  • Quality Management including evaluations, automated coaching, calibration, customer surveys and comprehensive reports
  • Speech and desktop analytics options help identify critical recordings to review
  • Workforce Management software automates forecasting and scheduling of your contact center staff while it tracks the employee adherence to the established schedule

Benefits

  • Optimized ShoreTel integrations
  • Improve productivity and the customer experience
  • Mitigate risks and maintain compliance
  • Best return on investment