Release Notes 9.1

July 7th, 2023

We are pleased to announce the release of Version 9.1!

New Deployment Model

Version 9 is a cloud-only software as a service deployment. Many legacy deployments will not be fully compatible with the new Cloud Architecture. For customers who wish to maintain their on-premise recording solution, Eleveo supports Hybrid deployments. In a hybrid setup, your recorders remain on-premise, but your media records are uploaded to the Eleveo Cloud for playback and review. Contact your local Eleveo representative for more details.

Upgrades from previous versions (6.x, 7.x and 8.x ) are NOT supported. Data migration is partially supported.

For details related to data migration, please speak with an Eleveo representative.

New Features and Improvements

Automated Quality Management – Eleveo Automated Rules allows you to create rules that assess 100 % of conversations (or a subset of conversations) and assign a score to each individual conversation based on available metadata.
Zoom Contact Center Integration – A full range of workforce optimization functionality is available for Zoom© users. Retrieve recorded media and metadata from the Zoom platform, and perform Quality Management, Workforce Management, or Analytics on top of the imported media. Eleveo adds value for Zoom Contact Center users by providing media lifecycle management options, compliance features, and additional contact center-related functionality.
MS Teams Integration – Use a single platform to record both the contact center and back office. Integrating Eleveo with your MS Teams © platform enables the recorded conversations to be stored, managed, and played back within the Eleveo suite.
Transcription Service – A new Speech Recognition engine provides accurate transcriptions and emotion and acoustic parameters for audio recordings. Speech Tags are not currently supported in combination with the speech transcription engine.
Expanded support for compression and encryption of media files – The cloud decoder now supports compression and encryption of Amazon Connect and Cisco Webex Contact Center recordings captured by the Eleveo integration. Recordings stored initially as plain uncompressed WAV files can be compressed into mp3 and encrypted. Compression significantly reduces the costs required for media storage, and Media encryption mitigates the risk of data breaches and consequent legal and financial liability.

Changes to the UI

Automated review scores are displayed on the Conversation Explorer screen if the Automated Rules module is appropriately licensed and configured.

New Release Policy

Version 9.1 is a Feature To Market Version (F2M).
We will continue to provide long-term support for Version 7.x – Important dates are listed here.
Please review the Release Policy to familiarize yourself with the changes.

Known Limitations

Dashboard widgets – The dashboard widgets are not fully supported in version 9, we are actively working to make them cloud compatible.
Replay Server High Availability – The manual failover option is not available in Version 9 at this time.
Deployment Scenarios – Some deployment scenarios supported by previous versions are not available at the moment.
WFM Early Bird – has been superseded by Workforce Management (WFM) and is now fully integrated with the Eleveo Suite, including User Management.
Genesys Call Recording is supported – However, the Genesys User Importer is not compatible with Eleveo V 9.
Non-Call NPS® Surveys – Non-Call Surveys are not supported at this time.
Speech Tags – Due to changes being implemented with the Speech Recognition system, Speech tags are temporarily unsupported.
Cluster Monitoring – There is no Cluster Monitoring in version 9.1 as there is no connectivity between Recorders and the Eleveo Instance in Hybrid installations.

Deprecated Features and Integrations

The following have been removed from the product and will no longer be supported!

Systemd Monitoring

Additional Notes

Operating System

CentOS 8 Stream

Localization

All supported languages are available with Version 9.1.

Documentation

Admin Guides are not provided for cloud-based deployments. User guides will be available on the portal.
The Segment Service has been renamed to Interaction Service. All changes are backward compatible.
The Integrations Guide contains more information relevant to administrators who wish to deploy integrations.

“Net Promoter, NPS, and the NPS-related emoticons are registered U.S. trademarks, and Net Promoter Score and Net Promoter System are service marks, of Bain & Company, Inc., NICE Systems, Inc. and Fred Reichheld.”

"WEBEX®, CISCO, Cisco WebEx, WebexCC, the CISCO logo, and the Cisco WebEx logo are trademarks or registered trademarks of Cisco Systems, Inc. and/or its affiliated entities in the United States and other countries."