Call Center Workforce Optimization Software

Nowhere in the customer journey is more at stake than when a customer interacts with an agent in the call center. After all, a call center is ultimately in the revenue protection business – building brand loyalty and preventing customer attrition.

Imagine being truly tuned in to what your customers are saying and feeling with an AI-driven ability to review 100% of calls
Imagine accessing unprecedented insights to train and equip an engaged and qualified agent staff that delivers a consistently superior customer experience.
Imagine full compliance with mandates protecting customer privacy.
As a manager, imagine devoting your time to strategic issues instead of tactical, administrative activities.

With Eleveo’s advanced, AI-fueled and intuitive suite of Call Center Workforce Optimization software tools you can stop imagining and start doing.

Easy to Deploy, Use, Manage and Scale

You don't need a full-time staff of dedicated experts to leverage Eleveo's advanced suite of Workforce Optimization tools.

Omni Channel Versatility

Any channel, any data, any source rolled into a single workflow with our one of a kind conversation explorer.

Review 100% of Calls

Unprecedented insights into compliance, customer sentiment, agent
effectiveness and customer churn risk.

Employee Optimization

AI-driven forecasting and scheduling for multi-skill, multi-channel agents optimizes occupancy rates and helps attract and retain qualified agents.

Optimized Schedules Made Easy

Eliminate forecasting and scheduling complexities. Ask us about how we use AI to automate creation of optimized schedules,

Targeted Insights

Transform raw data into actionable intelligence with our call center workforce optimization software's analytics tools.

Automate Quality Management

Evaluate 100% of calls for compliance, customer satisfaction and agent training. Our Conversation Analytics tool mines the nuances of speech and silence to provide insight into customer and agent attitudes, aptitude and trending issues.

Conversation Analytics/Transcriptions

Eleveo automatically creates accurate call transcriptions and lets you use natural language queries to uncover critical interaction content and context.

Deep Insights, Actionable Intelligence

Generative AI-driven Auto Summarization, Flagging, and Topic Detection features make your agents more productive and they highlight significant moments in calls, alerting managers to customer churn risks and emerging/trending issues

Create Optimized Schedules

Eleveo's drag and drop scheduling tool speeds time-to-value on your WFM investment. Enjoy scheduling proficiency with minimal training.

Elevēo’s AI-Driven Auto Scheduling tool saves time, optimizes schedules, eliminates human error by instantaneously performing thousands of computations and simulating and testing an array of possible schedules based on user-defined variables and constraints.

Real-Time Schedule Adherence

Eleveo's tool lets you define the rules that put your agents in or out of adherence. You can compare the actual schedule against any violations throughout the day and readily identify agents that may have arrived late or left early.

Agent Empowerment - PTO Requests and Shift Swaps

Our online agent portal integrates agents to their schedule and includes email notifications for schedule changes. Improve agent engagement with this and other agent self-service capabilities, like:

Shift Swaps - gives agents the ability to trade with another agent with the same skill sets – pending supervisor approval - thus ensuring service level requirements are met.

PTO Requests - with a few clicks, agents can request off and supervisors can choose whether to approve or deny the request. If approved, the time is placed right into the agent schedule… all without the back and forth of emails

Auto Scheduling

Streamline, simplify and optimize. Elevēo's AI-powered auto scheduling tool makes creating an optimized schedule a one-touch exercise.

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Performance Analytics

Traditional performance analytics tools are slow to implement, difficult to integrate, and come with zero calculations out of the box. Our solution breaks all those rules.

360 Degree Visibility

AI is a transformational technology that automates and streamlines once-prohibitively complex, time-consuming big data analysis and provide access to actionable intelligence in minutes or seconds instead of days or weeks.

With our embrace of AI, Eleveo has created a 360-degree workflow, an integrated analytics tool suite that analyzes raw data to uncover problems or potential issues BEFORE they impact your contact center and reports the results of actions you’ve taken.

Call Center Workforce Optimization Software

Primary Benefits:

Advanced Workforce Optimization Tools for Contact Centers of Every Size and Level of Technical Proficiency

Embracing Artificial Intelligence

AI-Driven Forecasting and Scheduling

Relevant Analytics & Insights

Elevēo

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