Introducing New Features & Functionality in the Eleveo Workforce Optimization Suite!

We're excited to share our latest software release. After months of planning and development we’re launching multiple new integrations and software enhancements. Check out our latest launch details below. 

Automated Quality Management  

✔ Automated Quality Management – Assess 100% of conversations (or a subset of conversations) with ease using automated rules and assign a score to each individual conversation based on the available metadata. This new offering also includes transcription.  

New Integrations  

✔ Microsoft Teams – Streamline your contact center and use Eleveo to record both the contact center and back office. Integrating Eleveo with your Microsoft Teams platform enables the recorded conversations to be stored, managed, and played back within the Eleveo suite. This is easily couples with a traditional contact center service like Cisco Webex Contact Center or Zoom Contact Center.  
 
✔ Zoom Contact Center – A full range of workforce optimization functionality is now available for Zoom users. Retrieve recorded media and metadata from the Zoom platform, and perform Quality Management, Workforce Management, or Analytics on top of the imported media. Eleveo adds value for Zoom Contact Center users by providing media lifecycle management options, compliance features, and additional contact center-related functionality. 

New Features and Enhancements  

✔  Intraday Management for Workforce Management – Intraday management monitors the current day's volumes and trends. Having this data available and comparing it to the original forecast enables the schedule to be updated based on actual volumes and calculated trends. 

 
Platform Updates 

✔ Expanded support for compression and encryption of media files – The cloud decoder now supports compression and encryption of Amazon Connect and Cisco Webex Contact Center recordings captured by the Eleveo integration. Compression significantly reduces the costs required for media storage, and Media encryption mitigates the risk of data breaches and consequent legal and financial liability. 

✔ Automated review scores are displayed on the Conversation Explorer – an update to the Eleveo UI to display automated review scores in the conversation explorer if the Automated Rules module is appropriately licensed and configured.  

For more details or to request a demo please reach out to your Eleveo Sales Director by emailing sales@eleveo.com.