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1 Encore The Powerful, Affordable Answer for Contact Centers Like Yours Product Description North 82 nd S treet, S uite 4, S cottsdale AZ P F w w w.dv sana lytics.c om

2 Introduction Encore is dvsanalytics voice and screen recording, service observation, and transaction verification system that scales from small inside sales teams to multisite enterprise contact centers. Encore hardware enables call centers to digitally record and store entire calls or portions of calls for later review, and the included software suite makes managing, archiving, and retrieving these recordings easier than ever. Encore is a flexible, customizable solution, built on an open architecture, that s right for your call center. How Encore Works Encore consists of modular hardware and software components working together to provide a powerful call-and screen recording solution. Encore Hardware Overview A Windows-based recording server is the hardware hub of Encore. It coordinates monitoring, logging, evaluation, archiving, and retrieval functions for all of your agents. At its most basic level, Encore works like this: When a call originates at an agent s phone, the raw audio signal is tapped by the recording server, which interfaces with your organization s PBX, ACD, or predictive dialer though a number of methods, including trunkside, agent-side, or conference interfaces. The recording server digitizes, processes, and compresses the audio, then sends it to a designated Windows server for storage and later review, or for archiving on a variety of removable media. Figure 1: Some of Encore s many interface options Encore Software Overview In the Encore system, calls are recorded using the Encore Host software, which displays the status of each agent s telephone for at-a-glance troubleshooting. As calls are recorded, a SQL database entry made of user-defined data is created for each call. This central database enables supervisors or agents to review individual calls for such purposes as coaching, training, service observation, or call verification. Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 2

3 Calls are retrieved and reviewed using the included Encore Explorer 2 software, while Encore Data Manager keeps thousands of records organized automatically for easy browsing. A number of additional software components increase Encore s power even more. For example, Filter Wizard is Encore s unique and proprietary tool for finding the recordings that meet the criteria the user is looking for. Users click a button to select each field in the query, and simple menus and drop down boxes let them choose their search parameters. Of course a reviewer can save filters for reuse, and supervisors can create filters for groups of reviewers, to simplify training and minimize start-up time. Figure 2: Filter Wizard Scaled to fit your needs No call center is alike, so dvsanalytics offers a number of options to make sure Encore works how you need it to. Completely modular and configurable, Encore is a solution that scales to fit your needs, rather than an inflexible product that forces your call center to conform to predefined settings. dvsanalytics offers two separate base configurations for different sizes and types of contact centers: Encore Enterprise and Encore Small Business. Encore Small Business accommodates up to 48 ports, while the Enterprise suite scales from 12 ports into thousands. Encore Small Business is also designed for the public safety market (911 call centers, police, and fire departments). Several options required by the unique mission of public safety users are available, such as multichannel live monitoring and multi-channel playback. Contact Center Design Building on these base configurations, Encore can scale to fit almost any call center. Whether your agents are located at a central location, scattered throughout the world, or somewhere in between, Encore provides a callmonitoring solution that fits. Encore can be tailored to a local or wide-area network, while Encore Soloist can be added to span a far-flung network of individual agents or small call centers connected via the Internet to create a true virtual workforce. Thanks to Encore s modular design, a single machine can be used to host the Encore server, compress files for storage, and store those files or the tasks can be divided between machines spread miles apart. And multiple machines can be assigned to provide backup coverage in case one fails. When recordings are archived or copied, the database browser and playback programs can be copied to the removable media, creating a fully-contained archive unit that can be used by any Windows PC. Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 3

4 Figure 3: Dividing Tasks Between Machines Customized Features While Encore includes a host of standard, powerful features, dvsanalytics understands that each call center has different needs. That s why nearly every Encore function can be customized without expensive programming work from server location to database partitioning to archiving methods. Voice and Data Capture Encore can capture voice conversations using a wide variety of interfaces including T1/PRI/ISDN, direct digital, analog, VoIP, 3 rd party silent monitoring, and more. Encore is compatible with AIM, Dialogic, CyberTech, or CISCO Voice-over-IP and supports both active and passive monitoring solutions to fit your company s existing infrastructure. And Encore can interface with your company s PBX, outbound auto-dialer, or desktop applications to capture such important data as ANI and DNIS, customer ID, or agent name. Record only what you need: Each customer has different recording needs, so a number of user-defined events from screen pops to customer prompts can be used to start and stop Encore s recording. Storage dvsanalytics offers a variety of options for archiving your captured data: DVD, CD-ROM, hard disks, or DAT storage. dvsanalytics can supply storage servers, but Encore is completely compatible with all MS-SQL servers, so organizations can integrate the Encore database seamlessly into their existing database servers. Retrieval Encore gives you the flexibility to listen to calls how you want, when you want, where you want. Listen to calls as they happen using Encore Live Monitor, gain immediate access to recently recorded calls using Encore Instant Recall, or automatically store calls and browse them any time using Encore Explorer 2. Users can even dial in remotely and listen to recorded calls over the telephone using Encore AuditionLive. Figure 4 Live Monitor Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 4

5 Simple and Transparent Encore is built on a standard Windows system without a lot of expensive, proprietary hardware, which simplifies maintenance and customization while providing a transparent system. With Encore Explorer 2, the software hub of Encore, it s easy to browse and retrieve recordings using an intuitive graphical interface. Flag recordings with comments for easy retrieval, sort through hours of calls using powerful filters, listen to and selected calls directly from the screen it s all in one place. And Encore interfaces with many desktop applications through its Command API, so calls can be tagged when agents enter specific data or open certain windows for easy call-flow assessment and call verification. Sorting through hours of calls is easy with Encore Explorer 2, as powerful filters zero in on the recordings you need. Plus, custom filters are easy to create using almost any criteria that s important to your operation. Figure 5: Encore Explorer 2 Encore Data Manager provides a simple way to manage the Encore database. With Encore Data Manager, users can automate such critical functions as purging expired data, deleting dead air in recordings, transporting data to another location, or compressing data for storage. And Encore AutoArchiver automatically schedules the transfer of data to other archiving media (DVD, CD, DAT) to ensure your data is backed up correctly and on time. Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 5

6 Figure 6: Encore Data Manager Safe and Secure Call centers deal every day with sensitive material, so it makes sense that Encore includes powerful security features, such as: Encore Configuration Manager. Encore Configuration Manager helps call centers create groups and assign permissions so that only those users that need access to sensitive files have it. Figure 7: Encore Configuration Manager Protect your customer s security with Encore s powerful encryption feature, which allows you to automatically encrypt or scrub portions of the call recording that contain sensitive data, such as credit card or social security numbers. Managers can set up multiple levels of access to the scrubbed data, allowing only specified users the ability to hear encrypted portions of the call, or even removing sensitive data from the recordings. This feature helps companies meet PCI compliance standards. Know instantly if your recorders are having problems with Encore Heartbeat, another built-in security feature. Heartbeat monitors the number of recorded calls in a given interval, notifying users if it drops below a certain threshold possibly signaling a recorder malfunction so the problem can be addressed quickly, without losing valuable calls. Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 6

7 Easy Integration dvsanalytics has over 25 years experience integrating its products into customers existing communications infrastructure. In addition to compatibility with a wide range of PBX, ACD, and predictive dialer systems including Aspect, Mitel, Siemens, and more Encore can interface with your call centers desktop applications for advanced data recording. Data entered by your agents, such as transaction ID, address, or account number, can be recorded and stored by Encore. The data is then searchable using Encore Explorer 2 for easy transaction verification, order tracking, and customer service applications. Reliability The included Encore Portfolio provides users with powerful reports that give up-to-the-minute information on critical system health statistics and minimize downtime or overload. Keep track of remaining disk space, recording status, or server events. Portfolio includes 47 canned reports and templates, each completely customizable. Reports can easily be set up for automatic generation and distribution via . For example the Call Distribution Report allows managers to see when their recording load is heaviest and when to schedule extra agents to handle excess calls. Figure 9: Encore Portfolio Performance Reports Figure 8: Encore Portfolio and the System Health and Statistics Report Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 7

8 Enhancements Encore s supports a wide array of enhancement modules that allow users to even further customize the system to their needs: CenterPlus CenterPlus is dvsanalytics powerful quality monitoring and agent coaching solution. CenterPlus allows you to merge workforce management, training, payroll, ACD, and MIS system data with advanced agent reviews and statistics. Use CenterPlus to achieve top performing agents, optimized scripts and systems, and satisfied customers. Figure 10: Encore CenterPlus Screen Recorder What you hear is only half the story. With Screen Recorder, your agents desktops are recorded so you can watch transactions unfold before your eyes. Screen Recorder gives you unprecedented options for transaction verification, script adherence monitoring, agent efficiency training, and more. Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 8

9 Web Explorer In a global age, many users need a truly global call center. Encore Web Explorer makes this possible. With Web Explorer, users can access their recordings anywhere in the world through a standard Internet browser. Web Explorer offers a secure streaming media interface and a natural language search so you can find the calls you need, when you need them. Figure 11: Web Explorer About dvsanalytics dvsanalytics is a leading provider of agent productivity and analytics solutions for enterprises and contact centers. For more than 25 years organizations have relied on dvsanalytics proven technology, innovative solutions, and quality services to develop their workforce, optimize the customer experience, and improve productivity. Corporate Headquarters dvsanalytics, Inc N. 82nd St., Suite 4 Scottsdale, AZ United States Toll Free Web dvsanalytics, Inc. All rights reserved F Encore: The Powerful, Affordable Answer for Contact Centers Like Yours 9

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