Eleveo is excited to introduce a new set of features and enhancements designed to further empower contact centers with deeper insights, seamless integrations, and an improved user experience across the suite. These updates reflect our continued commitment to helping customers and partners drive performance, efficiency, and compliance in an increasingly complex service environment.
Full Product Available for Amazon Connect Integration
Eleveo has significantly enhanced its integration with Amazon Connect, delivering a more robust and seamless experience for cloud customers. The integration now supports:
- User Synchronization
- Single Sign-On (SSO)
- Historical Data Access
- Real-Time Adherence (RTA)
- Adherence Data
These improvements enable organizations to streamline operations, maintain accurate workforce data, and gain better visibility into agent performance in real time.
Screen Capture Now Available for Amazon Connect
To further strengthen quality management capabilities, Eleveo now supports Screen Capture for deployments utilizing Amazon Connect. This enhancement allows organizations to capture a complete view of agent interactions, providing valuable context for evaluations, compliance, and coaching.
New and Enhanced Reporting Capabilities
Customers may now benefit from newly available reports, depending on their installation. These include:
- AI Insights Report – Delivering actionable intelligence powered by advanced analytics
- Agent Activity Overview Report – Offering a comprehensive view of agent performance and productivity
These reports are designed to help teams make more informed decisions and uncover opportunities for improvement.
Seamless Embedding in Webex Contact Center Desktop
The Eleveo suite can now be embedded directly within the Webex Contact Center Desktop. This integration allows users to access Eleveo tools without leaving their primary workspace, improving efficiency and user experience. Secure access is enabled through Single Sign-On (SSO).
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Microsoft Teams Video Recording Support
Eleveo now supports recording of Microsoft Teams video interactions, including shared screen content. These recordings can be:
- Played back within Conversation Explorer
- Evaluated alongside other media types
- Eleveo continuously optimizes, evolving alongside new platform releases
This ensures consistent quality management across all communication channels.
Modernized Workforce Management Experience
The Workforce Management (WFM) application has been fully modernized and integrated into the Eleveo Suite with a unified interface. Key benefits include:
- A consistent user experience through Unified Navigation
- Improved accessibility and usability
- Streamlined workflows across modules
These enhancements further strengthen Eleveo’s commitment to delivering a unified, intelligent, and flexible platform tailored for modern contact centers. We encourage both customers and partners to take full advantage of these new capabilities and connect with their Eleveo representatives to ensure they’re maximizing the value and impact within their environments.
About Eleveo
Eleveo delivers simplified, powerful Workforce Optimization solutions designed to solve complex contact center challenges. Our mission is to elevate every customer interaction with tools that are easy to deploy, use, manage, and scale. From AI Driven Workforce Management, Quality Management, and Compliance Solutions to Analytics, Eleveo offers flexible deployment options—on-premises, in the cloud, or in a hybrid environment—and consistently earns a 90+ NPS from customers year after year. For more than two decades, Eleveo has positively impacted the customer, agent, and management experience in contact centers of all sizes.