DVSAnalytics Intros WFOaaS Offering for Amazon Connect

Workforce optimization solutions provider DVSAnalytics provides offerings that allow organizations to step-up their customer service and maximize employee productivity. With analytics and insights that get to the core of issues and provide the feedback necessary to see the best improvements.

The company’s Encore WFO offering boasts the ability to improve customer service, maintain compliance, reduce risk and liability, settle disputes, verify customer orders, and gain key insights through interaction recording.

Recently, it introduced Encore Workforce Optimization as a Service (WFOaaS) specifically for Amazon Connect. This enterprise-class solution provides Amazon Connect customers with screen recording, analytics, performance management, and workforce management capabilities.

Amazon Connect, an omnichannel cloud contact center helps companies deliver high-quality customer service at lower costs.

Encore WFOaaS goes beyond providing tools to record interactions but brings together both screen and voice recording and analyzes the data to gain important insights to make improvements internally and for customers.

Other advanced features offered with Encore include enhanced search and retrieval, coaching and eLearning, speech analytics, staff scheduling, and more.

"We are thrilled to offer all the benefits of the Encore WFO solution to Amazon Connect customers," said Rita Dearing, President, and Chief Technology Officer. "This is an exciting addition to our WFOaaS family of solutions that help improve performance and enhance the customer experience."

Edited by Maurice Nagle