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Workforce Optimization
- Capitalizing on a full suite of powerful, intuitive capabilities
Media Capture
- Compliance
  Protecting your customers and your organization.
- Call Center Recording
  Capturing, storing and retrieving every interaction over multiple channels.
Workforce Management
- Agent Scheduling & Forecasting
  Ensuring the right agents are in the right seats at the right time.
Quality Management
- Contact Center Metrics
  Empowering users with metrics that matter most.
- Speech Analytics
  Leveraging nuances of speech to gain insights.
- Contact Center Analytics
  Transforming big data into actionable insights.
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Deriving insights from data

Contact center analytics is the process of transforming big data into actionable insights. Analytics, populated with the right data, accessible with intuitive dashboards and reports, and employed for a well-defined strategic purpose, is the key to accelerating raw data’s time-to-value and maximizing that value.

Data is everywhere, but if it's not fresh, accurate, and contextual, it could be junk data that slows down decision-making, provides false insights or muddies the water. There's never been a greater need in contact centers for cross-functional analytics tools that break down data silos, aggregate raw data, give it meaning and, importantly, present it in a way that’s easy for decision-makers to digest.

Speech Analytics

In face-to-face conversation, non-verbal signals can provide as much context as the words spoken. The contact center environment, though, robs the customer, agent and manager of any visual cues. They are, in effect, operating blind. Elevēo Speech Analytics eliminates the blind spots, using the nuances of speech and silence to provide insight into customer and agent attitudes, agent aptitude, process effectiveness and trending issues.

Analytics, Dashboards and Reports

Artificial intelligence (AI) and machine learning (ML) are transformational technologies that automate and streamline once-prohibitively complex, time-consuming big data analysis and provide access to actionable intelligence in minutes or seconds instead of days or weeks.

Add Generative BI, which merges artificial intelligence and business intelligence, and you'll create an integrated analytics tool suite that analyzes and reports raw data to uncover problems or potential issues requiring some action on your part. You'll gain unprecedented visibility into the impact of your decisions.

Generative BI Drives Eleveo Insight Hub

Unified analytics platform - cross-domain analytics (QM, AQM, WFM, Speech) breaks down analytics silos
to deliver 360-degree intelligence.
Interactive Data exploration - easier and more effective than traditional tools, using natural language queries. (e.g. What is causing the increase in handle time? Show me agent performance trends for the last quarter.)
Predictive "what-if" analysis and configurable alerts enhance insights.

Users at each level of the organization - executives, managers, teams and agents – have visibility into KPIs and analyses appropriate to their role. Everyone in the contact center is granted role-based access to role-specific dashboards and intelligence that help them do their jobs better.

Enhanced Internal Reporting

Eleveo’s Insight Hub dramatically accelerates reporting and provides users with a broad range of out-of-the-box dashboards and the ability to customize dashboards and reports. Data refreshes in near-real-time and automatically alerts users to potential issues, based on business needs.

Quantify Customer Experience

The challenge for any business is to peek behind the curtain and gain an understanding of customer sentiment. Eleveo's contact center analytics provides your business with the essential insights to improve every interaction and improve agent training, productivity and performance.

Improve Staff Proficiency

Eleveo's contact center analytics solution features access to a Knowledge Center, where agents can find resources for continuous improvement. The ability to review hours of customer interaction recordings and evaluate them in real-time is an invaluable asset for employee training.

Analytics Force Multiplier

Eleveo Insight Hub delivers dashboards and reports across every module in our Workforce Optimization suite (WFM, QM, Automate Quality Management, Speech Analytics). Produces a range of out-of-the box reports, including Executive Summaries, Predictive Analyses and Scenario Analyses.

CZ (Global)

Eleveo a.s.

IČ: 25730151

Boudníkova 2514/7

Prague 8, 180 00

Czech Republic

info@eleveo.com

+420 222 554 112

US

Eleveo Inc.

Franklin, Tennessee

+1 (615) 224-3414

+1 (888) 939-4291

SK

Eleveo a.s., organizačná zložka Slovensko

Košice, Slovakia

+421 948 892 189

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