DVS Analytics Encore Workforce Optimization
DVSAnalytics
App Overview
Engineered to integrate with major communication platforms, DVS Workforce Optimization solutions are easy to install and manage. Discover root causes for your wins and challenges with DVSAnalytics Interaction Recording. Capture voice recordings and screen recordings to identify opportunities for additional training, process improvement, and contact center optimization.
Benefits of DVSAnalytics Encore Workforce Optimization
Highly Secure
Manage individual and group privileges, protect the transmission of the recordings through secure communications, encrypt recordings, manually scrub existing recordings, permanently remove recorded information from audio and video files, and pause recording for specific portions of conversations based on your predetermined criteria.
On-Demand Recording
Add our On-Demand Recording feature gives agents the flexibility to control what and when they record. The easy-to-use app sits on the agent's desktop, waiting on standby for when they need to put it to work.
Powerful Search & Retreival Capability
Increase efficiency with the data collected from Call Metadata and Desktop Analytics. Leverage the powerful search capabilities to categorize interactions in meaningful ways and easily target recordings that need attention, such as first call resolution, type of sale, excessive hold times, or calls from premium customers. With the friendly user interface, you’ll quickly pinpoint the data you need to drive improvements and celebrate wins.
Features
- Live monitoring
- Listen and rewind
- View agent status
- Search and retrieve recordings
- Add voice commentary
- Secure access by users
- Desktop recording
- Microsoft Active Directory integrated
- Full file encryption
- Secure communication (SSL)
- On-demand scrubbing
- Rule-based EPAUSe feature
- Administration, user, and system logs
Compatibility & System Requirements
| Partner Version | Mitel Product | Mitel Version | Technical Documents |
|---|---|---|---|
| 6.05 | MiVoice Connect | 21.79.9310 | TC-16085 |
| 6.06 | MiVoice Business | 8.0 SP2 | HO2399 |
Certification
Compatible: The 3rd party solution or service is globally interoperable with Mitel Products and is eligible for Mitel MSA Support.
How to Get
Please visit DVS Analytics at www.dvsanalytics.com
Support
Application support: Please contact DVSAnalytics at www.dvsanalytics.com
Integration support: Please contact your Mitel Channel Partner/Reseller
About DVSAnalytics
As industry leaders, the DVSAnalytics team is committed to meeting the needs of customers and partners. Known for our robust set of solutions, DVSAnalytics integrates with industry-leading communication platforms and delivers a rapid return on investment. From our innovative software to exceptional support, customers and partners find that doing business with DVSAnalytics is a pleasant and profitable experience.
Website:www.dvsanalytics.com