Eleveo Product Update 9.5

Speech Generative AI, Call Recording for Webex Calling and More!

 

We're excited to announce our latest product release.

 

New Features and Enhancements

 

1. Speech Generative AI

 

Combine the power of AI with Quality Management Automated Rules or use it alone to enhance your understanding of daily activity.

 

    • AI-Generated Insights Speech Generative AI provides a simple summary for every single conversation and ranks each interaction on a scale of 1-5, while also providing flagging, topic classification and highlights. Read the documentation to learn more about what is available in version 9.5.

 

    • Combine Speech Generative AI with Automated Rules – Evaluate 100% of recordings using Automated Rules in combination with Speech Generative AI.

      • Define the questions you want the Eleveo Generative AI tool to answer, The resulting score will be displayed along with other automated review scores on the Conversation Explorer. (This feature is an add-on installed in combination with Eleveo Speech Recognition.)

 

2. Cisco Webex Calling

 

We have introduced native cloud call recording for Webex Calling, Cisco's cloud-based unified communications solution. Eleveo is now one of the few vendors that natively supports the Webex Calling platform. We support the combination of Webex Contact Center and Webex Calling in one platform!

 

3. Quality Management UI enhancements

 

We continue to modernize the look and feel of the UI. As we roll out the changes you will find the look of some screens and elements change. These changes do not affect feature functionality.

 

4. Enhancements to Workforce Management

 

Development to our WFM offering continues.

 

      • Filtering by a Team – Now it is possible to filter people on the Adherence History, Real-Time Adherence and People pages by the team they belong to. This allows Supervisors to display employees only from the teams they are supervising.

    • Change in the shift swaps – matching queues instead of matching skills – Now, two people who want to swap their shifts need to be assigned to the same queue, ensuring qualified coverage.

 

You can view the complete release notes:  9.5 Release Notes

 


 

For more details or to request a demo, please email your Eleveo Sales Director at sales@eleveo.com.

 

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