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.
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
Generative AI
Automatic Pause and Resume (hybrid and on-premise 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:
The Zoom Contact Center integration was deprecated and will be removed in a future release.
Important Changes in V 9.x
The following are not supported for cloud deployments as they are not compatible with the cloud architecture, they remain supported for on-premise installations:
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:
Specific details related to the platforms supported by Eleveo are provided on a dedicated page named Supported Platforms. Recording capabilities and specific supported hardware are listed on that page and will not be described in detail here.
The following tables provides a visual overview of what is supported for each integration:
Cloud Integrations
Feature → | Recording / Supported Deployment | User Import | User Authentication | SSO | Conversation Explorer | QM(Reviews) | Speech Recognition | Live | Voice of the | WFO Analytics | WFM (historical data) | WFM Intraday | WFM Real Time Adherence | |
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Integration ↓ | ||||||||||||||
CLOUD + ON-PREMISE +HYBRID |
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CLOUD + ON-PREMISE +HYBRID |
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CLOUD ONLY |
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CLOUD + ON-PREMISE +HYBRID |
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CLOUD |
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(voice)
The question mark icon 
indicates that this feature is supported, but is untested at this time.
On-Premise Integrations (Hybrid)
Feature → | Recording / Supported Deployment | On-Premise Screen | User Import | User Authentication | SSO | Conversation Explorer | QM(Reviews) | Speech Recognition | Live | Voice of the | WFO Analytics | WFM (historical data) | WFM Intraday | WFM Real Time Adherence |
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Integration* ↓ | ||||||||||||||
ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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ON-PREMISE +HYBRID |
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CLOUD + ON-PREMISE +HYBRID |
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The question mark icon indicates that this feature is supported, but is untested at this time.
*Integrations may be supported in hybrid deployments (installation dependent)