The prime value proposition in buying call and screen recording solutions today is the ability to listen to what customers are saying to obtain insights in how to improve service and offerings while lowering costs: with the goal of retaining them and attracting others with the right wares at the best prices.

dvsAnalytics has appeared to have done just that in writing Encore version 2.2.8. Available immediately, this latest version of the Encore Technology Suite, incorporating voice recording, screen recording, quality management, and performance management, provides new enhancements designed to improve service quality and increase efficiencies. Among the key new features are Best Practice Evaluations that include comprehensive sales and customer service templates that evaluators and/or managers can use to score agent performance and gather business intelligence. These evaluations include categories, questions and rankings from the Encore community, including the most experienced users, and industry benchmarking. Once installed, Encore customers can use the evaluations “as is” or tailor them to their business.

“Many of the customers that took advantage of the enhanced quality management software release, which was available earlier this summer, requested that the next release contain pre-made evaluations,” says the firm.

Also in the new Encore offering is SNMP Notification Alerts, which expand delivery choices for monitoring system performance. Encore’s Notifier has been enhanced to include the ability to send SNMP traps to Network Management Systems.

With this enhancement if anything goes wrong with the system, whether it be a device filling-up or a drive going bad, Notifier has an extensive menu of alarms that can page, e-mail, sound alerts, and now send SNMP traps to notify appropriate personnel immediately. It allows organizations that use SNMP to monitor their corporate servers to also manage their Encore servers in the same manner. At the same time Encore’s Global Search Capabilities have been expanded to include easier retrieval of recordings regardless of the location. Often, Encore Enterprise customers have multiple centers with several recording systems. While Encore includes robust search capabilities, particularly the ability to search for recordings such as by customer name, account number, order number the 2.2.8 release allows recordings to be instantaneously retrieved regardless of their location.

For example, a customer may call an organization multiple times and speak to representatives in different locations. A simple search using the customer’s name or account number will retrieve all of the recordings for that customer regardless of the location. Encore is now supported on more routing solutions. Integration enhancements include Tadiran (News - Alert) Coral MAP integration and expanded Mitel 3300 ICP using SRC integration.

They complement Encore’s current integrations with Avaya, Cisco (News - Alert), Mitel, NEC, Nortel, ShoreTek, Siemens and Tadiran phone switches. “This release demonstrates dvsAnalytics’ continued commitment to delivering innovative solutions that produce actionable results,” says Kathleen Kelly (News - Alert), President and CEO of dvsAnalytics. “As with previous releases, we have responded to customer feedback and best practices with many of the new features and are excited to deliver immediate value across a wide range of industries and business environments.”