Encore™ is dvsAnalytics’ all-in-one software-based solution.
Encore™ is modular based with such enterprise solutions as call recording and screen recording, quality management with automated coaching, workforce management and analytics. These capabilities allow companies to rapidly and successfully improve service, reduce risk, maintain compliance, verify orders, settle customer disputes, schedule agents and gain operational and customer intelligence.
Designed for companies of all sizes, Encore is used successfully today by countless contact centers; healthcare, telecom and consumer businesses; financial institutions and public safety centers.
Featuring both 100 percent and selective call and screen capture capabilities, Encore gives you the flexibility to determine what is retained and for how long. For compliance and risk mitigation purposes, for example, you can capture an entire interaction and store it for years to come. You even have the ability to easily encrypt and/or scrub select portions of a call to restrict access from unauthorized users.
The DVS call recording and screen recording software is easy to use, install and maintain, and it is scalable from 24 to thousands of seats. It integrates seamlessly with all leading PBX platforms and features a host of capabilities to empower your organization.
For more information about Encore Call and Screen Recording, please contact ADS to schedule a demo. Call us (502) 253-0134, or email email@example.com.
Built to assist contact center supervisors, schedulers and agents, the Encore Community workforce management software helps to forecast and schedule your staff with an innovative, easy to use interface. This feature-rich toolkit is designed to help you consider different staff plans (including five different forecasting methods), service level objectives, shrinkage profiles, single or multi-skilled agents, five different scheduling methods and much more. It even allows agents to bid on schedules.
Encore Community also provides real-time agent adherence data allowing you to modify your staff plan as needed, even throughout the day. This powerful software enables your team to interact and collaborate while executing your unique workforce management strategy.
Although many clients start with a request for Call Recording, they usually find the most value in DVS products when they utilize the Workforce Optimization features built into their DVS Call Recording system.
For more information about Encore Community Workforce, please contact ADS to schedule a demo. Toll Free 866-389-0911, or firstname.lastname@example.org.
Encore’s eCapture™ software automatically pulls relevant data from third-party systems (CRM, WFM, etc.) and from the agent’s screen activity, and adds it to the recording. All of this meta data then becomes searchable so you can pinpoint the precise recordings you need to identify sales trends, track customer history and so on. All of this combined interaction data helps enhance agent performance evaluations, as well as capture useful operational, sales and marketing intelligence.
For more information about Encore Reports and Anlytics, please contact ADS to schedule a demo. Toll Free 866-389-0911, or email@example.com.
One of the most differentiating components of Encore is our 360° quality management, which empowers supervisors with multi-dimensional agent performance evaluation functionality. Unlike typical quality management solutions which offer only call recording evaluations, Encore takes quality management to an entirely new level. Our 360° approach arms you with comprehensive agent evaluation tools including call recording evaluations, automated performance-threshold-triggered coaching, auto-emailed customer surveys and live monitoring with real-time voice annotation. These combined elements provide the most complete picture of agent performance so you can hone in on specific skills deficiencies and work to quickly remedy them with targeted training modules automatically sent to agents.
For more information about Encore Quality Management, please contact ADS to schedule a demo. Call us (502) 253-0134, or email firstname.lastname@example.org.