Eleveo Expands Workforce Management Integration to Support Cisco Webex Calling & Customer Assist

Delivering workforce management to a broader range of Cisco-powered contact centers

We’re excited to announce a major expansion of our platform: Eleveo Workforce Management (WFM) now integrates with Cisco Webex Calling and Webex Calling Customer Assist, empowering organizations of all sizes to bring intelligent forecasting, scheduling, and agent engagement to contact center environments  

With this release, Eleveo becomes the first WFM vendor to support the full Cisco Webex contact center stack — including Webex Contact Center, Webex Calling, and Customer Assist — delivering unmatched flexibility and scalability for Cisco-aligned deployments.

Why It Matters

Many organizations rely on Webex Calling or Customer Assist as streamlined customer contact handling platforms that blend collaboration and customer engagement in a cost-effective way. While these environments provide core functions like call queues and routing, they now have the ability to expand capabilities for forecasting staffing demand, managing schedules, and enabling agents to self-manage their time.

“This integration reflects our commitment to helping organizations unlock the full potential of their Cisco investments — whether they’re running complex enterprise environments or lightweight customer engagement setups,” said Martin Mulik, Eleveo Product Manager. Eleveo WFM is now accessible to a broader market, bringing scheduling intelligence and workforce control where it’s needed

What’s Included

Organizations using Webex Calling or Customer Assist can now access a complete set of modern WFM capabilities, including:

• Automated Data Sync – Real-time synchronization of users (including SSO), Call Volumes, and Average Handle Times
• Forecasting & Scheduling – Predict staffing needs based on historical trends and align schedules accordingly
• Intraday Management – Adjust to real-time changes in call traffic and agent availability
• Agent Self-Service – Empower agents with access to schedules, shift swaps and time-off requests tools
• Flexible Scheduling Engine – Support for rotations, break planning, activity optimization, and labor compliance
• Multi-Platform Scalability – Manage teams across Webex Calling, Customer Assist, Webex CC, and hybrid deployments

Who Can Benefit?

The integration is purpose-built for:

• Organizations using Webex Calling Queues or Customer Assist who want more visibility and control
• Companies transitioning from on-premise platforms (e.g. UCCX, UCCE) to Webex Calling or Customer Assist
• Teams that need WFM capabilities without committing to a full CCaaS platform
• Public-facing service providers (healthcare, government, education) running inbound queues at scale
• Multi-site or hybrid contact centers using a mix of Cisco communication platforms
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 A Simpler, Smarter Path to Workforce Optimization

With this latest integration, Eleveo continues its mission to make Workforce Management accessible, adaptable, and future-ready — whether your contact center is built on enterprise-grade platforms or streamlined, voice-first solutions.

No matter the complexity of the environment, Eleveo helps organizations get more out of their Cisco stack — without unnecessary cost, disruption, or overengineering.

About Eleveo

Eleveo designs intuitive, powerful software that helps contact centers manage their most important resource — people. With solutions for workforce management, quality monitoring, compliance recording, and analytics, Eleveo simplifies complex operations and helps organizations drive performance through visibility, automation, and engagement.

Learn more at www.eleveo.com