| Encore EnterpriseeTM: Call Center Solutions for VoIP PBX
SRMS is now offering a comprehensive recording and performance management solution to improve contact center performance for VoIP PBX phone systems. Encore Enterprise is a powerful voice/data call recordingg and performance management system. With Encore in your contact center, you can monitor, log, review, retrieve, evaluate, organize and catalog voice and data in a simple-to-use Windows environment. Some of the Encore Enterprise features include: |
| Comprehensive Recording- Whether you need 100% recording or selective, Encore records the conversations and desktop activity that takes place during a call and stores those files, along with any associated data captured from the phone switch and desktop applications, into libraries which can be further segmented into “play lists” for quick retrieval and review. Recordings are accessible based upon user-defined permissions and privileges. Encore’s easy-to-use “iTunes” type player allows evaluators to skip ahead and even tag certain sections within a call for efficient review. |  |
| Encryption- Protect your customers’ sensitive data and comply with the latest state, federal and industry regulations using Encore. Encore encrypts or permanently removes social security numbers, credit card numbers, credit card validation codes or values, etc., using industry standard algorithms and secure protocols. Encore’s role-based access and audit trails all help assure data security compliance. | |
| Customizable Agent Scorecard- Evaluators or supervisors can build and modify custom scorecards to include only the KPIs that they want their agents measured against, such as the goals of the organization. Choose from several different question types, including a pick list (multiple choice), fill-in-the-blank, grading scales or yes/no. Comment areas are available for each question or for the entire evaluation. |  |
| View all features available in the Encore Enterprise Data Sheet. |