Eleveo Launches Insight Hub

FRANKLIN, Tenn. and PRAGUE — Eleveo is excited to announce the launch of Insight Hub, our AI-powered business intelligence platform that unifies data from across the Eleveo WFO suite.

Insight Hub brings Quality Management (QM), Automated Quality Management (AQM), Workforce Management (WFM) and Speech Analytics data into a single interface. The result is 360-degree visibility that revolutionizes the way contact center leaders access, analyze and act on their data.

Deriving and Reporting Insights From Massive Data Volumes

“Our customers are sitting on a huge reservoir of data from the Eleveo suite, but most contact center managers simply don’t have the time or analytics background to dig through it all and pull out what matters,” says Martin Lamr, Insight Hub Product Manager at Eleveo.

He points out that with quality, staffing and customer sentiment data living in separate tools, it can be difficult and time-consuming to draw relationships and correlations between them.

“Insight Hub changes that. For instance, a manager can view a dashboard within Insight Hub that shows the correlation between a particular scheduling scenario and customer experience. Decision makers can see the full picture and act on it.”

Generative BI at the core

Insight Hub leverages Generative BI, which merges generative AI with traditional business intelligence reporting. Users can ask questions in plain language - such as “What is causing the increase in average handling time?” - and get meaningful, fact-based answers.

Key Insight Hub capabilities include:

• Cross-domain analytics that correlate customer sentiment, quality scores and workforce scheduling to expose insights siloed data once hid.
• AI features including Executive Summaries, Predictive Analysis, Scenario-Based Insights and an AI Assistant.
• Predictive “what-if” analysis and configurable alerts that flag potential issues based on business needs.
• Out-of-the-box dashboards, including AI Insights, Acoustic Parameters and Speech Tag Occurrences, plus custom dashboards built around each organization’s goals and KPIs.
• Role-based access, so executives, managers, teams and agents each see the KPIs and analyses suited to their role.

Data refreshes in near real time, keeping dashboards current as conditions change.

Faster, better-informed decisions

Martin Pavelek, WFO Product Owner, emphasizes that contact center managers don’t have to be analytics experts to access decision-making intelligence and spot emerging issues. They can drill into root causes and see how a decision flows through every contact center function without manually building reports.

“Stakeholders can spend their time on evaluating intelligence and acting on it. That means more informed agent coaching, stronger compliance, an optimized staff and a deeper understanding of what drives customer sentiment.”

To learn more about Insight Hub, contact your Eleveo sales director, call +420 222 554 112 (EMEA) or (615) 224-3414 (North America), email sales@eleveo.com, or visit eleveo.com/contact-center-analytics.