Powerful Call Recording and Compliance for your Contact Center

Contact Centers today operate in diverse IT landscapes, and many trust their cloud-based contact center to the Amazon Connect platform. Eleveo offers multiple integration models, including Eleveo-as-a-Service with a fully hosted solution using the Eleveo product suite and Amazon Connect. We also offer hybrid connections for customers who want to burst to Amazon Connect or who prefer hosting Eleveo on-premise.

Eleveo + Amazon Connect Call Recording Features

Our Amazon Connect integration synchronizes calls, compliance & workforce optimization.

Expanded support for compression and encryption of media files – The cloud decoder supports compression and encryption of Amazon Connect 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.

Data Management

These tools include Media Lifecycle Management, Encryption, and User Management, which are critical to ensuring recordings are accessible and anonymized with no personally identifiable information.

Automated Recording

This tool collects and stores all customer interactions and transactions, whether they happen on the phone, in chats, or emails. It categorizes these interactions by type, source, and customer for easy searchability. Our recording tool includes call tagging capabilities and a tight integration with the contact center telephony platform.

Compliance

If your contact center runs on Amazon Connect with Eleveo, you’ll enjoy robust compliance, security and media lifecycle management capabilities. Our Call Recording interface contains features allowing users with the appropriate permissions to export and delete recordings and their associated metadata.

Per the requirements of HIPAA/MiFID/GDPR/CCPA/PCI DSS/FCA CDC, etc., the tool removes or anonymizes details from data collected.

Audit Protection

With Eleveo Media Capture tools, organizations maintain a record of all customer interactions, providing evidence in case of disputes or legal inquiries. Eleveo provides detailed audit logs for every system action with simplified extracts for compliance reviews.

Workforce Management Integration

Right agents, right time, right cost.

Workforce Management helps ensure you have the right number of agents available—never too many, never too few. Your customers get faster, better service while you keep your staffing costs under control.

Our WFM tool delivers the visibility, planning, and operational control you need to stay ahead of demand, staff properly and deliver the best possible CX.

Gain insight into Amazon queues for smarter staffing decisions.
Automated data synchronization ensures timely updates of queue-level call volumes and average handle time, while forecasting and scheduling tools help predict demand, align staffing, and maintain service-level agreements.
Intraday visibility allows managers to manage unpredictability and respond immediately to unexpected changes in queue traffic and agent availability.
Agent self-service features empower team members to view schedules, request time off, or swap shifts
Predict demand, align schedules (even for multi-skilled agents), and improve service levels.
Improve the customer and agent experience.
Utilize AI to optimize schedules with a single keystroke.

Core WFM Functionality

✅ Forecasting — We provide accurate predictions based on historical data.

✅ Scheduling — We support efficient shift scheduling based on predefined templates, making it easy to match resources with demand.

✅ Intraday Management — Our tools enable real-time monitoring to ensure forecasts match reality, allowing proactive adjustments during the day.

✅ Real-Time Adherence — Supervisors can instantly see if agents are following their schedules, enabling immediate action where needed.

✅ Historical Adherence — Understand long-term agent behaviors, making it easy to spot patterns such as consistently late starts or early finishes — a quick win for operational efficiency.

✅ Agent Self-Service — We empower agents to manage their work-life balance with tools for requesting shifts, swaps, or time off.

Learn more about the full range Eleveo Workforce Management tools you’ll access through Amazon Connect

Quality Management Integration

Our QM tools turn raw data into actionable insights that drive better customer experiences, stronger agent performance and more informed decision making.

Review calls to enhance customer experience, with speech analytics and accurate transcriptions providing unprecedented insights.
Extract critical interaction content and context with natural language queries.
Rapidly identify significant calls with Eleveo auto summary, flagging, and topic detection features.
Identify and address problems before they escalate.
Monitor agent activity during customer interactions with screen capture capabilities.
Automatically evaluate 100% of calls with our AI-fueled Auto Quality Management tool.
Gain complete visibility into the customer experience.
Empower contact center leaders to make decisions based on accurate, comprehensive data.
Equip trainers with individualized, fact-based coaching insights.

Learn more about Eleveo Quality Management tools you’ll access through Amazon Connect

Amazon Connect Integration