The challenge facing Answer 1 was that they were operating on an outdated recording and evaluation system that was hard to use, inflexible and had limited customization capabilities. Since the Company works as a intermediary between corporate customers and their end users, they needed a quality monitoring system that could help resolve disputes quickly, was easy to use and would improve both client satisfaction and agent productivity.
In 2006, Answer 1 implemented Encore™, including Voice Recording, Screen Recording and CenterPlus, dvsAnalytics' performance management solution.
"Prior to purchasing Encore, we knew we needed screen recording," said Cameron Reichert, Customer Service Manager at Answer 1. "Screen recording is an absolute must have for every call center. We realized that by combining both voice recording and screen recording we could greatly improve customer satisfaction."