Richard Snow's Analyst Perspectives

dvsAnalytics Makes Strong Showing in Workforce Optimization

Posted by Richard Snow on Dec 9, 2015 10:09:59 PM

Having covered workforce optimization systems for more than 10 years, recently I was contacted for a briefing by dvsAnalytics. I quickly learned that the analytics mentioned in the company’s name are focused on workforce optimization. Founded in 1983, dvsAnalytics is headquartered in Scottsdale, Ariz., and has thousands of customers in various industry sectors. Its Encore suite of products includes standard workforce optimization applications for call recording, quality management, workforce management and coaching as well as post-contact surveys, live monitoring, multiple forms of analytics and a range of APIs to support integration with third-party products, especially telecommunications systems. The products have mostly been developed in-house although workforce management is provided through integration with Community Workforce Management fromWorkForce Management Software Group. vr_NGWO2_06_use_of_agent_workforce_applicationsDvsAnalytics makes its products available on-premises, in the cloud or in a hybrid environment; unlike some vendors, it builds all three options on the same code base. Most of its sales and post-sales support are provided through a network of partners in various locations.

Our 2015 Workforce Optimization Value Index shows that this market is mature and highly competitive: We rated seven of the 10 vendors we evaluated – which did not include dvsAnalytics – at the highest Hot level, and only 3 percentage points separate the seven Hot vendors. In addition, our benchmark research into next-generation workforce optimization finds that user companies expect any workforce optimization vendor to support core capabilities such as call recording (78%), quality management (70%) and workforce management (59%).

For its part, dvsAnalytics supports all of these, and some other capabilities are noteworthy. As well as phone calls, its recording product captures email and chat sessions, plus agents’ use of their desktop systems. Thus companies can assess how well agents are handling these newer forms of customer engagement. Encore Desktop Analytics enables companies to spot inefficient processes and difficulties in accessing information to resolve interactions, and to identify the best- and worst-performing agents. These capabilities make it easier for companies to understand which agents are delivering the best customer experiences and determine process changes and training or coaching that could improve performance, which in my view is essential for companies to remain competitive. Encore Live Monitor allows supervisors to monitor interactions from smart mobile devices, making it possible for them to take action in real time if, for example, an agent isvr_NGCE_Research_11_key_metrics_for_customer_engagement not meeting customer expectations or the caller is becoming abusive.

Its business analytics can ingest multiple forms of data such as CRM records, calls, survey data and desktop usage. A combination of data, speech and desktop analytics allows companies to gain a fuller insight into agent performance, its impact on customers, and the business outcomes of interactions. It also supports searching through interaction data to extract information from specific interactions, which can become part of the quality monitoring and coaching processes. Our research into next-generation customer engagement shows that companies increasingly deploy these types of analytics and guiding metrics to better understand interaction handling from agent, customer and business perspectives.

Several of these workforce optimization  capabilities cannot function fully without tight integration between them, and with external systems such as communications channel management systems. To meet these requirements dvsAnalytics has worked to ensure its products are closely integrated and built a portfolio of standard integration capabilities with the most common communications platforms such as those from Avaya, Cisco, Mitel and NEC. Like other vendors it needs to continue these efforts as companies deploy more channels of communication and turn to communications platforms emerging in the cloud. It also is developing visualization capabilities for analytics which, along with modernizing its user interface, are essential to continue competing in this market.

Overall I find that its products meet most companies’ requirements for workforce optimization. It also has broad analytics capabilities that it is continuing to enhance, and the products are tightly integrated for ease of administration and of taking actions that cross product boundaries. As noted, dvsAnalytics has clients in various industries. I therefore recommend that companies seeking to enhance the people side of handling customer interactions add it to the list of vendors they evaluate.

Regards,

Richard J. Snow

VP & Research Director

Topics: Customer Analytics, Customer Engagement, Customer Experience Management, Speech Analytics, Voice of the Customer, Analytics, Business Analytics, Cloud Computing, Customer Service, Uncategorized, Call Center, Contact Center, Contact Center Analytics, Customer Performance Management (CPM), Text Analytics, workforce optimization

Richard Snow

Written by Richard Snow

Richard leads Ventana Research’s Customer and Contact Center Performance Management research practice, which is dedicated to helping organizations improve the efficiency and effectiveness of managing their customers, throughout their lifetime and across all touch points, including the contact center. He conducts research exploring the people, process, information and technology issues behind customer operations management, contact center management, and customer experience management. He also works with senior business operations and IT managers to ensure that companies get the best performance from today’s highly complex application products. Richard has worked in management and consulting leadership positions in the technology industry including with Price Waterhouse, Sema Group and Valors. In his work, he has been involved with all aspects of delivering highly complex IT solutions to a variety of clients in the telecommunications, financial services and public sectors. Richard has specialized in delivering customer care and billing solutions for telecommunications operators, and several multi-channel contact centers for organizations in both the public and private sectors.