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Webex Calling and Customer Assist Integration

Call recording, Quality Management and Workforce Management in the cloud

Eleveo supports the full Cisco WebexSuite — including Webex Contact Center, Webex Calling, and Customer Assist — delivering unmatched flexibility and scalability for Cisco-aligned deployments.

Webex Calling & Customer Assist Capabilities:

  • Call Recording: Our integrations support Cisco telephony solutions in the cloud with Webex Calling and Customer Assist.
  • Workforce Management: Our integrations deliver forecasting, scheduling, and agent empowerment, providing advanced capabilities to back-office environments that have traditionally lacked full WFM functionality.
  • Quality Management: Our integrations empower back-office teams to leverage AI to review and evaluate 100% of calls for compliance, customer sentiment, CSAT, and training needs.

 

Elevēo Call Recording with Webex Calling and Customer Assist

Eleveo is one of a small number of Cisco partners invited into the Webex Calling Call Recording Provider Program. That, along with our Customer Assist integration, makes us a one-stop solution for organizations seeking to deploy contact center and back-office recording in the cloud.

Capturing Back Office Calls for Compliance

Your ability to access Eleveo's call recording tools outside of the contact center is essential for compliance with regulations guarding your customers’ sensitive information. Our Webex Calling and Customer Assist integrations provide essential protections against the risks of non-compliance.

 

Our call recording tool gives you control over your compliance, with features like:

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Media life cycle management

Keeps data archives in compliance

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GDPR, PCI DSS, MiFID, HIPAA, FCA CDC, and CCPA compliance features

Let you easily anonymize, extract, and delete personal data.

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Audit capabilities

Simplifies and strengthens your response to audits.

Quality Management and Workforce Management Capabilities in the Cloud

Eleveo’s cloud-based Quality Management and Workforce Management capabilities provide a comprehensive solution for optimizing contact center performance.

  • Automated data synchronization ensures real-time updates of queue-level call volumes and average handle time, while forecasting and scheduling tools help predict demand, align staffing, and maintain service-level agreements.

 

  • Real-time intraday visibility allows managers to respond immediately to changes in queue traffic, and agent self-service features empower team members to view schedules, request time off, or swap shifts.

 

  • Automatic review of 100% of calls help managers enhance the customer experience, with speech analytics with accurate transcriptions providing unprecedented insights.

 

  • Natural language queries enable the extraction of critical interaction content and context, while auto summary, flagging, and topic detection allow rapid identification of significant calls.

 

  • Additionally, screen capture capabilities record and monitor agent activity during customer interactions for complete operational visibility.

Unlock the full potential of your Cisco environment with powerful Workforce and Quality Management integrations.

Workforce Management Integration

  • Our WFM solution delivers the visibility, planning, and operational control you need to stay ahead.
  • Gain real-time insight into Webex Calling queues for smarter staffing decisions.
  • Predict demand, align schedules, and improve service levels with Customer Assist.
  • Transition from UCCX with confidence—retain essential contact center functionality without the complexity and cost of Webex Contact Center.
  • Seamlessly manage multi-site or hybrid operations across Cisco Calling, Customer Assist, and Webex Contact Center.
Optimize high-volume inbound service lines across healthcare, government, education, and other public-facing sectors.

Quality Management Integration

  • Our QM solution turns raw data into actionable insights that drive better customer experiences and stronger agent performance.
  • Automate call evaluation and move beyond limited manual sampling.
  • Gain complete visibility into the customer experience (CX).
  • Empower leaders to make decisions based on accurate, comprehensive data.
  • Equip trainers with individualized, fact-based coaching insights.
  • Rapidly identify and address problematic conversations before they escalate.

Together, Eleveo’s WFM and QM solutions enable your organization to improve efficiency, elevate customer satisfaction, and maximize the value of your Cisco investment.

Ready to see our platform in action?

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