DVSAnalytics WFO & Analytics app logo
DVSAnalytics WFO & Analytics Rainbow Office
by DVSAnalytics, Inc.

DVSAnalytics WFO records desktop activity synced with audio recordings and delivers analytics-enabled QA.

ALSO AVAILABLE FOR

These service providers are built on top of the RingCentral Platform. Apps that work for RingCentral also work for these service providers.

Frontier + RingCentral
RingCentral for Symphony
RingCentral mit 1&1 Connected Calls
RingCentral mit ecotel
RingCentral mit Telekom
Unify Office by RingCentral

DVSAnalytics Workforce Optimization app integration for Rainbow Office

Gain Insights into Recorded Interactions with Analytics

Boost Rainbow Office 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 Rainbow Office 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 Rainbow Office Cloud Contact Center with Encore

Add structure to call recordings, categorizing interactions in meaningful ways by augmenting Rainbow Office 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: 2020-04-30

Requirements

  • Rainbow Office Premium and above
  • DVSAnalytics Workforce Optimization as a Service

App Scope and Permissions

When authorized, this app will be granted the following permissions:

Read AccountsView user account information, e.g. name, business name, and contact info
Read Call LogView user call log records
Read Call RecordingDownload call recording content and media