Eleveo’s Webex Contact Center integration delivers centralized control over forecasts and schedules and an ability to automatically capture, retrieve and manage every incoming and outgoing voice recording and screen interaction from the Webex Contact Center platform.
With the integration of Webex Contact Center and Eleveo’s WFM, historical demand data and agent-related data from the platform will automatically populate our WFM database.
• Easy to read QM and
WFM Dashboard KPIs
• Improves decision making
• Granular roles for Data Access
Eleveo's Cisco Webex Contact Center integration now includes Webex Contact Center User Synchronization and Single Sign On, as well as a more comprehensive integration between Eleveo's Workforce Management tool suite and Webex Contact Center.
This integration automates the transfer of historical demand data and agent performance data from Webex Contact Center to Eleveo's Workforce Management Database and the corresponding Forecasting, Scheduling, and Schedule Adherence tools.
- Brian Shore, CEO, Eleveo
Users can search and import all current users and contacts in your organization into the Eleveo platform, enabling them to more easily manage the customer and agent experience with our Quality Management and Analytics tools.
Eleveo’s deep integration includes the following contact center optimization and compliance modules:
Job #1 for contact center managers is staffing, ensuring enough agents with the right skill sets are on-hand to process the call, email and chat volume at any given moment. That is no easy task, given the dynamic nature of demand throughout a day or week.
Eleveo’s Workforce Management tools help with forecasting and scheduling for multi-skilled agents across multiple channels. Eleveo uses data collected by your contact center platform to make accurate predictions on the number of agents needed for a specific time period.
Our tools also include a drag-and-drop, intuitive interface that allows managers to easily adjust schedules and send updates to agents in real-time through their mobile device’s native calendar.
Eleveo Quality Management (QM) encompasses a broad range of essential and easy-to-use features designed to optimize the customer experience and maximize agent proficiency.
Our Automated Quality Management tool enables supervisors to evaluate 100% of contact center calls for compliance, customer satisfaction, agent training and legal protection. The ability to derive actionable insights from every customer/agent interaction helps supervisors proactively identify trending issues and evaluate processes and agent performance.
Eleveo Analytics tools transform raw data into timely, actionable insights. They accelerate data’s time-to-value, enabling you to uncover trends early, identify emerging issues and manage your contact center proactively.
Average queue time, average handling time, first-call resolution - these are just a few critical metrics measuring your call center’s effectiveness, but they’re just numbers if you can't use them as the foundation for continuous improvement.
Our analytics tools act as a single source of truth for decision makers as they evaluate and work to optimize the customer experience and their contact center's people and processes. Importantly, you don't need a staff of business analysts and data warehouse specialists to leverage the power of Eleveo Analytics.
Webex Contact Center is a cloud contact center software solution.
Why move to the cloud? Here are some major drivers:
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