Sold by: Eleveo
Deployed on AWS
Intuitive, functionally advanced, AI-fueled Workforce Optimization tools designed to address the range of challenges today's contact centers face. Eleveo WFO is an easy to deploy/use/manage/scale solution that includes Call Recording/Media Management, Workforce Management, Quality Management, Analytics and Compliance.
Overview
Nowhere is customer loyalty, brand reputation and revenue more at stake than when a customer interacts with your agent in the call center. Virtually every one of those customer/agent interactions - and every interaction between those agents and their supervisors - flows through Eleveo WFO.
Eleveo elevates each of those encounters. Our advanced, AI-fueled and intuitive suite of Call Center Workforce Optimization software tools enable managers to review 100% of customer/agent interactions for compliance, customer sentiment, agent effectiveness and customer churn risk. Our analytics tools transform insights into actionable intelligence. AI-driven forecasting and scheduling optimize your agent staff and help you attract and retain agents capable of delivering an exceptional CX.
Our tools are easy to deploy, use, manage and scale; you don't need a full-time staff of WFO software or IT experts to leverage our advanced capabilities, and our speedy implementation process means you'll begin experiencing the benefits of your Eleveo WFO software investment quickly. We offer deployment flexibility - on-prem, in the cloud and in hybrid environments. With Eleveo WFO, your contact center runs like clockwork - productive, efficient and in compliance. Managers gain unprecedented insights. Agents get up to speed quickly and navigate each customer interaction effectively. The customer is satisfied, your brand protected.
Highlights
- Automated Quality Management: Contact centers are ultimately in the revenue protection business - preventing customer churn. Eleveo utilizes Generative AI to evaluate 100% of customer/agent conversations, summarizing and deriving insights from every interaction. Managers can use those insights to evaluate and train agents, identify sources of customer dissatisfaction, emerging trends and compliance issues.
- Workforce Management: Simplifies and fortifies forecasting and scheduling across channels and for multi-skill agents. Our AI-driven Auto Scheduling tool makes it even easier. One-keystroke instantaneously performs thousands of computations testing an array of possible schedules based on customer-defined variables and constraints. Eleveo WFM also strengthens real-time schedule adherence and intraday management and supports agent-empowerment by streamlining PTO Request and Shift Swap requests.
- All regulatory compliance frameworks reach across organizations, touching departments from IT and Operations to Marketing and Sales. Eleveo Call Center compliance support features - call recording, data management and audit protection lie - at the epicenter of an organization's efforts to comply with government and industry regulations and, equally important, any efforts to prove compliance to auditors and regulators.
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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 Workforce Management | Multi-Channel Forecasting, Auto "AI" Scheduling (multi-skill, multi-channel), Schedule Adherence (interactive report), Real-Time Adherence with push notifications, Agent Portal (schedule view, sync with native iOS/Android calendars), Automatic & Manual data import. | $240.00 |
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 |
Dimensions summary
You buy this suite per user under a contract. The Eleveo 1 through Eleveo 10 dimensions form a layered structure, adding capabilities as the number rises. Lower dimensions cover recording, search and replay. Middle dimensions add Quality Management and Screen Capture. Higher dimensions add Speech Analytics, AI for Speech, Automated Quality Management, and Insights Hub analytics. Workforce Management appears in several dimensions and also stands alone as its own per-user option. Pricing scales with the user count you commit to and the capability set each dimension includes.
Top-of-mind questions for buyers
Each dimension bills per user, meaning each agent or staff account you enroll counts as one user. On the Insights Hub dimensions (Eleveo 9 and 10), user counts also split into license roles: 1 Power Author and 10 Power Readers per 100 users, with the rest as Readers.
The dimensions form layers, each adding capabilities as the number rises. To gain Screen Capture, Speech Analytics, AI for Speech, or Workforce Management, you select the dimension that bundles those features. Changing capability sets means selecting a different dimension, not adding a separate add-on charge.
Yes. Eleveo Workforce Management is a standalone per-user dimension. It covers multi-channel forecasting, AI auto scheduling for multi-skill and multi-channel agents, schedule adherence, real-time adherence with push notifications, an agent portal with calendar sync, and automatic or manual data import. Workforce Management also appears bundled inside several other dimensions.
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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
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Support
Vendor support
Global Support Center (Prague, Czech Republic): +420 222 554 112 helpdesk@eleveo.com
US (Franklin, Tennessee): +1 (615) 224-3414 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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