Sold by: Eleveo
Deployed on AWS
Eleveo WFO helps Cisco contact centers use Generative AI to evaluate 100% of interactions, optimize scheduling, and maintain compliance across all channels.
Overview
Eleveo Workforce Optimization for Cisco Contact Centers
Nowhere is customer loyalty, brand reputation, and revenue more at stake than when a customer interacts with your agent in the contact center. Eleveo WFO elevates each of those encounters with an advanced, AI-fueled suite of workforce optimization tools purpose-built for the Cisco ecosystem.
25+ Years as a Cisco Partner
Eleveo has been a proud Cisco partner since our inception more than 25 years ago. Together we have helped contact centers around the world optimize their operations with AI-powered workforce optimization solutions on-premise, in the cloud, and in hybrid environments.
Supported Cisco Platforms
Eleveo supports the entire Cisco collaboration ecosystem, including:
- Cisco UCCE - On-premise enterprise contact center environments with automated historical and user data integration
- Cisco UCCX - On-premise express contact center environments with streamlined data transfer for forecasting and scheduling
- Webex Contact Center - Cloud-based contact center with enhanced security for remote and hybrid agent workforces, including automatic user imports and support for QM, WFM, and analytics
- Webex Calling and Customer Assist - A single solution that reduces the complexity of deploying Call Recording and Workforce Management in the cloud, enabling organizations with call queues to benefit from WFM without moving to a full-featured CCaaS solution
Whether your organization runs a traditional on-prem Cisco environment or a cloud-based Webex deployment, Eleveo delivers the same powerful workforce optimization capabilities.
Quality Management with Generative AI
Eleveo enables managers to review 100% of customer/agent interactions using Generative AI. Evaluate every conversation for compliance, customer sentiment, agent effectiveness, and customer churn risk - across all channels. Our analytics tools transform these insights into actionable intelligence that drives measurable improvements in customer satisfaction and agent performance.
AI-Driven Workforce Management
Optimize your agent staffing with AI-driven forecasting and scheduling. Eleveo WFM supports multi-skill agents and customer-defined variables, helping you attract and retain agents capable of delivering an exceptional customer experience. For on-prem Cisco environments, our automated integration enables one-way historical data sharing and two-way user data sharing, with customer-defined parameters governing data transfer frequency - daily, hourly, or at specific intervals.
Compliance and Data Management
Eleveo provides call recording, data management, and audit protection capabilities to help your organization maintain compliance with government and industry regulations. Our tools support compliance workflows across on-prem, cloud, and hybrid deployment models.
Deployment Flexibility
Eleveo offers deployment flexibility to match your infrastructure:
- On-Premise - Full integration with Cisco UCCE and UCCX environments
- Cloud - Native integration with Webex Contact Center and Webex Calling
- Hybrid - Support for mixed on-site and remote workplace environments with enhanced security for remote agents
Easy to Deploy and Manage
Our tools are easy to deploy, use, manage, and scale. You do not need a full-time staff of WFO software or IT experts to leverage our advanced capabilities. Minimal manual intervention is required for database management, reducing errors and administrative costs.
Get Started
To learn more about how Eleveo WFO can optimize your Cisco contact center operations, request a demo or contact our team to discuss your specific environment and requirements.
Highlights
- AI Quality Management: Eleveo uses Generative AI to automatically evaluate 100% of customer-agent interactions across all channels - not just a sample. Every conversation is summarized and analyzed, giving managers actionable insights to coach agents, detect emerging customer dissatisfaction trends, and identify compliance risks without manual review.
- AI-Driven Workforce Management: Eleveo simplifies forecasting and scheduling for multi-channel, multi-skill contact centers. The one-keystroke Auto Scheduling engine instantly performs thousands of computations to generate optimized schedules based on your defined variables and constraints. Real-time adherence monitoring, intraday management, and self-service PTO and shift-swap requests empower agents while keeping service levels on target.
- Cross-Platform Compliance and Recording: Eleveo provides call recording, data management, and audit-ready documentation to support compliance with government and industry regulations across the entire Cisco ecosystem - including UCCE, UCCX, Webex Contact Center, and Webex Calling. Whether deployed on-premises, in the cloud, or in a hybrid environment, organizations can demonstrate compliance to auditors and regulators with consistent, centralized tools.
Details
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Delivery method
Deployed on AWS
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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 | 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 |
Dimensions summary
You buy this product per user on a contract term. The ten dimensions build on each other, so each one adds capabilities to the ones before it. Every dimension includes call recording, search and replay, lifecycle management, compliance, and security. Higher-numbered dimensions layer in Quality Management, Screen Capture, Workforce Management, Speech Analytics, AI for Speech Analytics, and the Insights Hub business intelligence option. You pick the dimension that matches the mix of tools you need, then multiply by your user count. Dimensions 9 and 10 run as SaaS and allocate Illuminate licenses based on user tiers.
Top-of-mind questions for buyers
You pay per user, which maps to each agent or supervisor who uses the system. For dimensions 9 and 10, user count also sets your Illuminate license mix: one Power Author and ten Power Readers per 100 users, with the rest counted as Readers.
Your bill equals your chosen dimension's per-user rate multiplied by your user count. Adding users raises cost at that same rate. Moving to a higher-numbered dimension adds tools like Screen Capture, Workforce Management, Speech Analytics, or AI for Speech Analytics, and changes the per-user rate.
Dimensions 9 and 10 run as SaaS and include the Insights Hub business intelligence layer with dashboards, alerts, natural language analytics, and self-service reporting. They also allocate Illuminate licenses by user tier. Dimension 10 adds Workforce Management on top of dimension 9's toolset.
www.eleveo.com
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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.
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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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