Sold by: Eleveo
Deployed on AWS
Cloud-native workforce optimization for Amazon Connect with recording, compliance, quality management, and workforce management capabilities.
Overview
Eleveo Workforce Optimization for Amazon Connect
Contact centers operate in diverse IT landscapes, and many trust Amazon Connect as their cloud-based customer experience platform. Eleveo's cloud-native Workforce Optimization suite is purpose-built to address the daily challenges of modern contact centers running on Amazon Connect - delivering advanced recording, compliance, quality management, and workforce management capabilities.
Seamless AWS Integration
Eleveo's intuitive, cloud-ready platform integrates seamlessly with Amazon Web Services (AWS) through multiple integration models:
- Eleveo-as-a-Service: A fully hosted, pay-per-use solution combining the Eleveo product suite with Amazon Connect
- Hybrid Deployment: Designed for organizations that want to burst to Amazon Connect or prefer hosting Eleveo on-premise
Whether you choose to operate entirely in the cloud or maintain some on-premise infrastructure, Eleveo meets you where you are.
Core Capabilities
- Complete Interaction Visibility: Capture and analyze voice, chat, and digital interactions with recording, transcription, and analytics
- Workforce Management (WFM): Forecast demand, optimize schedules, and maintain service levels with real-time insight into Amazon Connect queues
- Quality Management (QM): Automate evaluations, move beyond limited manual sampling, and improve agent performance with fact-based coaching insights
- Conversation Analytics: AI-driven insights into sentiment, trends, and operational gaps
- Compliance Monitoring: Built-in tools for recording, encryption, and regulatory adherence
Data Management and Storage Optimization
- Media Lifecycle Management: Manage the full lifecycle of recorded interactions with tools for compression, encryption, and user management
- Cloud Decoder Support: Expanded compression and encryption support for Amazon Connect contact center recordings
- Reduced Storage Costs: Compression capabilities significantly reduce the costs required for media storage
- Data Protection: Media encryption mitigates the risk of data breaches and consequent legal and financial liability
- Privacy Controls: Recordings are accessible and anonymized with no personally identifiable information exposed
Compliance and Audit Protection
Eleveo provides robust compliance, security, and media lifecycle management capabilities for contact centers running on Amazon Connect. Key compliance features include:
- Regulatory Adherence: Supports requirements of HIPAA, MiFID, GDPR, CCPA, PCI DSS, FCA CDC, and other regulatory frameworks by removing or anonymizing details from collected data
- Call Retention: No calls lost and every call accessible, regardless of how long they must be retained
- Audit Logging: Detailed audit logs for every system action with simplified extracts for compliance reviews
- Export and Deletion Controls: The Call Recording interface allows users with appropriate permissions to export and delete recordings and their associated metadata
- Dispute Resolution: Organizations maintain a complete record of all customer interactions, providing evidence in case of disputes or legal inquiries
Workforce Management Integration
Gain real-time insight into Amazon Connect queues for smarter staffing decisions. Predict demand, align schedules, and improve service levels across high-volume inbound service lines in healthcare, government, education, and other public-facing sectors.
Quality Management Integration
Turn raw data into actionable insights that drive better customer experiences and stronger agent performance. Automate call evaluation, equip trainers with individualized coaching insights, gain complete visibility into the customer experience, and rapidly identify problematic conversations before they escalate.
Outcomes You Can Expect
- Improved Agent Productivity through optimized scheduling and forecasting
- Reduced Compliance Risk with automated recording, encryption, and audit tracking
- Faster Dispute Resolution with complete interaction traceability
- Increased QA Efficiency through automated evaluations and analytics
- Better Customer Experience through insight-driven coaching and sentiment analysis
Highlights
- Workforce Management (WFM): Gain real-time insight into Amazon Connect queues for smarter staffing decisions. Forecast demand, align schedules, and improve service levels across high-volume inbound service lines in healthcare, government, education, and other public-facing sectors. Reduce compliance risk and improve agent productivity through optimized scheduling and operational control.
- Automated Omni-Channel Recording and Compliance: Capture and store all customer interactions across voice, chat, and email with automatic categorization and call tagging. Built-in encryption, media lifecycle management, and data anonymization help meet HIPAA, MiFID, GDPR, CCPA, PCI DSS, and FCA CDC requirements. Detailed audit logs track every system action, ensuring complete interaction traceability for dispute resolution and regulatory reviews.
- Quality Management and Conversation Analytics: Automate call evaluations to move beyond limited manual sampling and gain complete visibility into the customer experience. AI-driven conversation analytics deliver insights into sentiment, trends, and operational gaps. Equip trainers with individualized, fact-based coaching insights to drive better agent performance and faster identification of problematic conversations.
Details
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Introducing multi-product solutions
You can now purchase comprehensive solutions tailored to use cases and industries.
Features and programs
Financing for AWS Marketplace purchases
AWS Marketplace now accepts line of credit payments through the PNC Vendor Finance program. This program is available to select AWS customers in the US, excluding NV, NC, ND, TN, & VT.
Pricing
Pricing is based on the duration and terms of your contract with the vendor. This entitles you to a specified quantity of use for the contract duration. If you choose not to renew or replace your contract before it ends, access to these entitlements will expire.
Additional AWS infrastructure costs may apply. Use the AWS Pricing Calculator to estimate your infrastructure costs.
Dimension | Description | Cost/12 months |
|---|---|---|
Eleveo 1 Call Recording | Recording, search & replay, lifecycle management, compliance and security for calls. | $204.00 |
Eleveo 2 - Quality Management | Quality Management, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $444.00 |
Eleveo 3 - Quality Management, Screen Capture | Quality Management, Screen Capture, omnichannel conversations, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $528.00 |
Eleveo 4 - Quality Management, Screen Capture, Workforce Management | Quality Management, Screen Capture, Workforce Management, omnichannel conversations, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $708.00 |
Eleveo 5 - Automated Quality Management, Screen Capture, Speech Analytics | Automated Quality Management, Screen Capture, Speech Analytics, omnichannel conversations, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $708.00 |
Eleveo 6 - Automated QM, Screen Capture, Speech Analytics, Workforce Management | Automated Quality Management, Screen Capture, Speech Analytics, Workforce Management, omnichannel conversations, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $888.00 |
Eleveo 7 - Automated QM, Screen Capture, Speech Analytics, AI for Speech | Automated Quality Management, Screen Capture, Speech Analytics, AI for Speech Analytics, omnichannel conversations, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $828.00 |
Eleveo 8 - Automated QM, Screen Capture, Speech Analytics, WFM, AI for Speech | Automated Quality Management, Screen Capture, Speech Analytics, Workforce Management, AI for Speech Analytics, omnichannel conversations, dashboards and reports, search & replay, lifecycle management, compliance and security, conversation tagging. | $1,068.00 |
Eleveo 9 - Automated QM, Screen Capture, Speech Analytics, Insights Hub | Eleveo 9 - Automated Quality Management, Screen Capture, Speech Analytics, AI-powered analytics, Insights Hub advanced BI dashboards and alerts, natural language analytics, and self-service reporting, omnichannel conversation capture, search & replay, lifecycle management, compliance and security, conversation tagging. (SaaS; Illuminate licenses include: 1 Power Author per 100 users, 10 Power Readers per 100 users, remaining users as Readers). | $1,080.00 |
Eleveo 10 - Automated QM, Screen Capture, Speech Analytics, Insights Hub, WFM | Eleveo 10 - Automated Quality Management, Screen Capture, Speech Analytics, Workforce Management, AI-powered analytics, Illuminate advanced BI dashboards and alerts, natural language analytics, and self-service reporting, omnichannel conversation capture, search & replay, lifecycle management, compliance and security, conversation tagging. (SaaS; Illuminate licenses include: 1 Power Author per 100 users, 10 Power Readers per 100 users, remaining users as Readers). | $1,320.00 |
Vendor refund policy
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Legal
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Delivery details
Software as a Service (SaaS)
SaaS delivers cloud-based software applications directly to customers over the internet. You can access these applications through a subscription model. You will pay recurring monthly usage fees through your AWS bill, while AWS handles deployment and infrastructure management, ensuring scalability, reliability, and seamless integration with other AWS services.
Resources
Vendor resources
Support
Vendor support
Eleveo provides global technical support through two regional support centers.
Global Support Center (Prague, Czech Republic)
Phone: +420 222 554 112
Email: helpdesk@eleveo.com
US Support Center (Franklin, Tennessee)
Phone: +1 (615) 224-3414
Email: ushelpdesk@eleveo.com
AWS infrastructure support
AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services.
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