dvsAnalytics Paul Fredrick - Customer Success Story


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See how retailer Paul Fredrick uses dvsAnalytics Encore Workforce Optimization Suite to manage and train their contact center agents.

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dvsAnalytics Paul Fredrick - Customer Success Story

  1. 1. Paul Fredrick Customer Success Story Industry: Retail Men’s Clothing Platform: NEC UNIVERGE SV8300
  2. 2. Contents 1. Company: Paul Fredrick 2. Challenges 3. In our customer’s words… 4. Solution 5. In our customer’s words… 6. Results
  3. 3. Company: Paul Fredrick Paul Fredrick designs, manufactures and directly distributes men's clothing, including tailored dress shirts, stylish Italian ties, trousers, suits and more. The company sells its collections through catalogs, the company website and social media sites, such as Amazon and Living Social. Without the overhead of wholesalers and store fronts, Paul Fredrick is able to proudly provide great style at everyday prices.
  4. 4. Challenges • Previous recording solution was incredibly slow and painstakingly difficult to use • Required reliable voice and screen recordings to better support commitment to customer service • Needed tools to evaluate and mentor agents • Desired more detailed information to focus and streamline training efforts
  5. 5. In our customer’s words… “We can only say great things about Encore. It has helped with training, offering better customer service and finding mistakes without inconveniencing the customer. I think it’s just great.” Lisa Brugger Supervisor and Email Coordinator Paul Fredrick
  6. 6. Solution Encore™ Workforce Optimization Suite • Reliable and efficient voice and screen recording • Flexible options to quickly retrieve recordings based on varied and unique call data • Comprehensive tools to create and conduct evaluations and mentor agents • Numerous reports for reviewing and analyzing results
  7. 7. In our customer’s words… “dvsAnalytics Customer Support is amazing. When we send an email to one of your techs, the issue is resolved in very quick fashion.” Jon Fisher IT Administrator Paul Fredrick
  8. 8. Results • Able to reliably and efficiently record both calls and desktop activities • Easily retrieve recordings based on a variety of call data • Improved and streamlined evaluation process • More effective training based on evaluation results
  9. 9. About dvsAnalytics dvsAnalytics is a leading provider of workforce optimization solutions including recording, quality management, analytics and workforce management software. Its Encore suite is fully integrated with all major communication platforms. dvsAnalytics has been successfully delivering innovative solutions and exceptional support to contact centers and enterprises of all sizes, across all industries, for over 30 years. www.dvsAnalytics.com