Encore is a robust suite of Workforce Engagement Management (WEM) applications explicitly tailored for contact centers’ dynamic needs. Created with a focus on flexibility and affordability, Encore works tirelessly behind the scenes to bolster training and preparedness for new agents, ensuring your contact center’s success.
Speech Analytics
Interaction Recording
Quality Management Tools
Workforce Management
Reporting Capabilities
Workforce Engagement Management (WEM) is a comprehensive strategy aimed at empowering employees and enhancing their productivity. By optimizing agent engagement, WEM enables companies to improve customer satisfaction and drive dramatically better business outcomes.
Here are several essential features of Encore that can empower contact centers to do more for less.
Our pioneering Speech Analytics technology transforms your audio content into searchable, actionable data, delivering a deep wellspring of business intelligence. Paired with Desktop Analytics, Encore can harness metadata from an array of sources, such as CRM systems or communication platforms, to sort and analyze interactions, lighting the path to actionable insights.
Encore sets the industry standard for secure and versatile call and screen recording solutions. Designed to enhance agent engagement and performance, Encore's EWM tools are a bedrock for improvement. They refine customer service and maintain compliance, minimize risk, resolve disputes, confirm transactions, and unearth valuable insights.
The Quality Management segment of Encore unfolds a suite of evaluation and coaching instruments designed to lift each customer interaction to its pinnacle. With its intuitive interface, Encore facilitates the review and appraisal of interactions, activates targeted coaching, and drives agent motivation through streamlined contest management mechanisms.
Encore's Workforce Management component is precision-engineered, enabling users to schedule staff adeptly to achieve service-level objectives while vigilantly monitoring costs. Armed with multiple forecasting techniques, adaptive scheduling capabilities, and real-time adherence tracking, Encore can help you realize the full potential of your contact center resources.
Encore's acute ability to capture and analyze empirical data equips you with comprehensive reporting functionalities. Tailor reports to dissect invaluable data from every conceivable angle or automate them to align with your strategic cadence, drawing forth the most pertinent information when you need it.
Read how Encore’s powerful suite of Workforce Engagement Management (WEM) tools meet the evolving demands of contact centers.
Interested in elevating your contact center’s capabilities with Encore’s advanced solutions? Reach out to Infinity today and take the first step towards transforming your workforce management strategy
Infinity is a leading provider of interaction management technology for contact centres, emergency services, and healthcare providers.
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