Scottsdale, AZ, USA, June 17, 2019 -- Meeting the needs of the most demanding organizations for enhanced contact center performance, DVSAnalytics is pleased to announce a Salesforce integration for Encore(R) Workforce Optimization.
In business for over 35 years, DVSAnalytics delivers workforce optimization and quality management solutions engineered to improve contact center operations and enhance the customer experience.
Encore's new Salesforce integration links customer interaction recordings to your Salesforce metadata: user, account, contact, opportunity, or case. Locate recordings in the workforce optimization solution with the same metadata used in Salesforce, or locate and review interaction recordings within Salesforce.
"By associating a recording with your existing Salesforce data, finding an interaction recording and reviewing it becomes effortless," said Rita Dearing, President and Chief Technology Officer, DVSAnalytics. "You can securely review customer recordings without leaving Salesforce."
The latest Encore integration with Salesforce enhances the ability to share data that helps contact centers locate critical calls. Important customer interactions are automatically identified and collected into playlists for review. To expedite access to customer recordings, users can play them directly from within Salesforce.
Posted by Veronica Silva Cusi, news correspondent
dvsAnalytics is a leading provider of recording and analytics solutions that deliver business intelligence and improve workforce performance. Its technology suite, Encore!22, incorporates call and screen recording, quality management, reporting and analytics in a unified solution designed to provide organizations with a 360 degree view of the customer experience. For over 25 years, organizations such as communication services, financial services, healthcare and hospitality, have relied on dvsAnalytics 19 solutions to gain a competitive advantage and achieve greater efficiency.
Salesforce.com delivers software-as-service offering a family of on demand solutions for integrated sales force automation, campaign management, customer service and support, and document and file management to help companies meet the complex challenges of global customer communication. The company has introduced sforce, a new service that will change how applications are built as significantly as salesforce.com changed how applications are delivered.
Published: Tuesday, June 18, 2019
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