Leverage Encore to protect data, gain business intelligence and enhance your organization's quality management
dvsAnalytics helps leading banks, credit unions, brokerage firms and collection agencies verify transactions, maintain regulatory and industry compliance, improve customer satisfaction and resolve otherwise costly disputes.
Our team has experience working with companies such as Wells Fargo, Citizens Bank, Arizona Federal, Equiant, The Bancorp Inc., State Bank & Trust, among many others. Our Encore software accurately captures all customer interactions and associated agent desktop activity, allowing authorized users to easily and securely search for and access them later for quality, compliance and operational performance purposes.
Key features and benefits include:
Data Protection – You have the ability to encrypt or scrub sensitive data (e.g. credit card numbers, CVV codes, social security numbers) from recordings to ensure compliance (i.e. Payment Card Industry Data Security Standards – PCIDSS, Gramm-Leach-Bliley Act, National Automated Clearing House Association, Sarbanes-Oxley Act, SEC Rule 17a-4, etc.) and avoid data theft. With Encore, you can also control who can access which recordings and reports, playback encrypted calls and perform evaluations. The system also creates an activity log for every interaction.
Quality Management – The software allows you to live monitor agents, brokers, collectors and loan officers, and provide immediate quality feedback via voice annotation, call tagging, performance evaluations, and so on. This helps your employees quickly understand areas in which they need to improve their skills so they can provide improved service the next time around.