What kind of information can I record with Encore?: Encore records both voice and data, so you can record agent screens, email, web chats, and phone conversations for synchronous retrieval at a later date.
What can I do with the information I record?: You can analyze it for trends to improve customer service. Monitor agent performance to determine best practices. Review to ensure consistency and compliance. Use it increase agent efficiencies. Or scan it to identify customer needs. In short, recording your interactions enables you to increase the value of your contact center operations.
Who can access my data?: Only those you authorize can access your data and you can set variable levels of access so the right people see the right information and nothing more.
Can I access recordings via the Internet?: Yes. You can listen to interactions live and through recordings over the Internet.
Is Encore only for large-scale applications?: No. Encore’s architecture is scalable to serve just a few agents or hundreds.
Can I serve more than one location with Encore?: Encore's wide area network topology allows you to serve all locations within your enterprise.

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