dvsAnalytics’ Encore™ Workforce Optimization is a software suite that provides contact centers with comprehensive recording, analytics, quality management, gamification and workforce management for industry compliance, KPI improvement, employee engagement, and more. With the industry's best ROI, thousands of contact centers place their trust in Encore solutions.
Fully tested and certified to integrate with ShoreTel Connect ONSITE systems.
Call and Screen Recording offers:
100% or selective recording
Compliance tools for PCI and HIPAA
Quality Management includes:
Built-in eLearning lessons
Calibration of evaluator scoring
Gamification provides simplified contest creation and management.
Dashboards deliver at-a-glance views of KPIs, trends, and contest leaderboard standings.
Analytics identify important recorded interactions for evaluation training and business intelligence.
Comprehensive Reports measure performance and help identify trends.
Workforce Management provides agent forecasting and scheduling while tracking employee adherence to established schedules.
Optimized ShoreTel integrations.
Improve productivity and the customer experience.
Mitigate risks and maintain compliance.
Increase employee engagement with contests.
Compelling return on investment.
Encore Solution Brief
dvsAnalytics Encore Workforce Optimization ShoreTel Connect ONSITE App Note
dvsAnalytics Encore Workforce Optimization ShoreTel 14.2 App Note