In conjunction with a broader platform upgrade, Elevēo has expanded its Workforce Optimization (WFO) solution’s integration with Cisco Webex Contact Center (Webex CC).
The integration’s scope now includes Webex CC User Synchronization and Single Sign On capabilities, and it extends deeper into Eleveo’s Workforce Management (WFM) suite.
Historical, queue-level demand data and agent performance-related data can now be automatically imported from Webex Contact Center to the Eleveo WFM database. , The import will fuel the module’s Forecasting, Scheduling and Schedule Adherence tools with real-time, actionable information.
“Eleveo has been a Cisco Partner for over a decade, and deep integrations with all Cisco platforms continues to be fundamental to our business model,” says Brian Shore, Eleveo’s CEO. “By strengthening our Webex CC integration we can reassure contact centers that they can leverage the full breadth of Elevēo WFO tools and capabilities in the cloud.”
Combined with the first phase of Eleveo’s integration with WebexCC, announced in November 2021, Eleveo’s WebexCC enablement now includes:
- Automatic retrieval of voice recordings fromWebex Contact Center
- Quality Management and evaluation schedules
- Automatic User and group synchronization and single sign-on
- WFO reporting capabilities
- WFM Forecasting and Scheduling
According to Mr. Shore, Eleveo is planning additionalWebex Contact Center integrations later this year. “We offer our customers deployment options – we’ll never force anyone to the cloud in order to use our software. But, with so many organizations moving or considering a move to a cloud or hybrid environment it’s important that we provide a flexible migration path to the cloud and that we continue investing resources in fully cloud-enabling our suite of WFO tools.”
For more information on our Webex Contact Center integrations, please contact your sales director, email sales@eleveo.com or call +420 222 554 112 (EMEA) or +1 (615) 224-3414 (US)
