Integrations Guide
Purpose of this guide: This guide describes 3rd party integrations supported by Eleveo and provides links to the relevant documentation for each of them.
Audience: Customer, partner, or other professional responsible for the 3rd party platform.
When: Use this guide to integrate a supported 3rd party platform with the Eleveo solution.
Next steps: Configure one of the supported integrations.
Significant changes to how deployments are supported with V 9.
Version 9 is cloud only – many on-premise solutions cannot be supported natively in the Cloud. To overcome this limitation, Eleveo supports hybrid deployments that combine on-premise recording servers (Eleveo V 8) with a cloud-based replay server (V 9).
Items not listed here may still be supported in Hybrid deployments which require, at a minimum, 2 servers (one on-premise and one in the cloud). Please contact your Eleveo representative for more details.
What is an Integration?
Eleveo provides a complex product suite that supports the capture, import, and analysis of various data types. In addition to compliance recording or media capture services, Eleveo also integrates with various third-party platforms and supports the import and analysis of multiple data types. Eleveo also provides Workforce Optimization Services for the data imported from third-party platforms.
Integration in this sense, means the connection and import of data from third-party platforms and the following additional services:
Voice and Video Capture
Screen Recording
Speech Recognition
Automatic Pause and Resume (hybrid deployments only)
User Synchronization
User Authentication (Single Sign-on)
WFM - Historical data import for forecasting
WFM - Historical and real-time Schedule Adherence
The majority of the integrations require minimal custom configuration and rely on standardized API endpoints for connectivity.
Supported Third-party Integrations
Eleveo supports integration with the following third-party platforms:
Important Changes in V 9.x
The following are not supported as they are not compatible with cloud deployments:
Lightweight Directory Access Protocol (LDAP)
Live Monitor
WFO Analytics
Voice of the Customer
Supported Integration Use Cases
Eleveo supports integrations for the following purposes:
External data attachment – External data can be imported and attached to conversations
Import of media – Media can be imported for various purposes (such as Quality Management, Analytics etc.)
Single Sign On (SSO) – Single Sign On allows users to access Eleveo applications without the need to store their user credentials within the Eleveo User Management application
Users and groups import – Ensure that the correct users and groups are matched to media recordings
Historical data import (+adherence) – Importing Historical Data ensures that Eleveo WFM provides accurate forecasts
Supported Integrations
The following pages provide detailed information about the supported integrations and links to relevant documentation: