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.
Primary Benefits
Easy to Deploy, Use, Manage and Scale
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
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
Review 100% of Calls
Unprecedented insights into compliance, customer sentiment, agent effectiveness and customer churn risk.
Employee Optimization
Employee Optimization
Optimized Schedules Made Easy
Targeted Insights
Advanced Workforce Optimization Tools for Contact Centers of Every Size and Level of Technical Proficiency
Embracing Artificial Intelligence
AI is only hype unless it makes your contact center run more effectively and can be exploited to positively impact your customers and agents.
Eleveo harnesses AI in ways that will transform how you think about Quality Management, Workforce Management and Analytics.
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
AI-Driven Forecasting and Scheduling
Eleveo's flexible and intuitive user experience reduces complexities associated with creating an optimized schedule for multi-skill, multi-channel agents. AI makes it even easier!
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.
Relevant Analytics & Insights
You can't manage what you can't measure. Our AI-empowered solutions help you measure what matters - faster and easier. Our analytics are designed by people who understand call center optimization software, and we provide reports, dashboards and KPIs out of the box.
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.