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.
Original release date:
- AT&T Office@Hand Premium and above
- DVSAnalytics Workforce Optimization as a Service