DVSAnalytics WFO & Analytics for AT&T Office@Hand

Gain Insights into Recorded Interactions with Analytics

Boost AT&T Office@Hand audio recordings with Encore® Desktop Recordings, advanced search capabilities, targeted agent coaching and agent engagement to improve contact center operations.

Interaction Analytics – Essentials

• Gain a 360° View of Customer Interactions — Sync AT&T Office@Hand audio recordings with DVSAnalytics Desktop Recording.
• Categorize Interactions — Group recorded customer interactions in ways meaningful to your business.
• Improve Performance — Evaluate customer interactions and deliver automated coaching to improve agent performance.
• Provide Real-time Feedback on KPIs — Enable dashboard views of results for immediate feedback to supervisors and agents.
• Engage Your Agents — Create contests to leverage analytics & evaluations to motivate agents to achieve individual, team & organizational goals.

Interaction Analytics – Advanced

• Expand Your Search Capabilities — Add metadata from CRM or front office applications for powerful search and retrieval capabilities.
• Pinpoint Trends and Take Action — Use Speech Analytics to view call transcriptions, spot trends and gain critical insights into customer interactions to improve business.
• Achieve Rapid Results — Deliver benefits to your contact center within a few weeks of project start.
• Focus Performance Evaluations — Reduce or replace traditional quality management evaluations with targeted samples or categories of interactions using Speech Analytics.

Enhance Your AT&T Office@Hand Cloud Contact Center with Encore

Add structure to call recordings, categorizing interactions in meaningful ways by augmenting AT&T Office@Hand audio recordings with Encore Interaction Analytics, Desktop Recording, advanced search capabilities, and quality management tools from DVSAnalytics to improve contact center operations.

Requirements

• AT&T Office@Hand Premium and above
• DVSAnalytics Workforce Optimization as a Service