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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

Screen Capture for CCaaS

User Import

User Authentication
(User Management)

SSO

Conversation Explorer

QM(Reviews)

Speech Recognition

Live
Monitor

Voice of the
Customer

WFO Analytics
(Reports +
Dashboards)

WFM (historical data)
Manual+Automatic

WFM Intraday

WFM Real Time Adherence

Integration ↓

Amazon Connect Integration

(tick) (voice)

CLOUD + ON-PREMISE +HYBRID

(error)

(error)

(error)

(error)

(tick) 

(tick)

(tick)

(error)

(error)

(error)
Dashboard not supported

(error)

(error)

(error)

Cisco Webex Contact Center Integration

(tick) (voice)

CLOUD + ON-PREMISE +HYBRID

(tick)

(tick)

(tick)

(tick)

(tick) 

(tick)

(tick)

(error)

(error)

(error)
Dashboard not supported

(tick)

(tick)

(tick)

Cisco Webex Calling Integration

(tick) (voice)

CLOUD ONLY

(tick)

(tick)

(tick)

(tick)

(tick) 

(tick)

(tick)

(error)

(error)

(error)
Dashboard not supported

(error)

(error)

(error)

MS Teams Integration

(tick) (voice)

CLOUD + ON-PREMISE +HYBRID

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(error)

(error)

(error)
Dashboard not supported

(error)

(error)

(error)

Speech Generative AI Integration

CLOUD

(error)

(error)

(error)

(error)

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

(error)

The question mark icon (question) indicates that this feature is supported, but is untested at this time.  

On-Premise Integrations (Hybrid)

Feature →

Recording / Supported Deployment

On-Premise Screen
Capture*

User Import

User Authentication
(User Management)

SSO

Conversation Explorer

QM(Reviews)

Speech Recognition

Live
Monitor

Voice of the
Customer

WFO Analytics
(Reports +
Dashboards)

WFM (historical data)
Manual+Automatic

WFM Intraday

WFM Real Time Adherence

Integration* ↓

Cisco UCCE Integration *

(tick) (voice)

ON-PREMISE +HYBRID

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

Cisco UCCX Integration *

(tick) (voice)

ON-PREMISE +HYBRID

(tick)

(tick)

(tick)

(error)

(tick) 

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

(tick)

Cisco CUCM Integration *

(tick) (voice/video)

ON-PREMISE +HYBRID

(tick)

(tick)

(tick)

(error)

(tick) 

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

Cisco CUBE Integration

(tick) (voice/video)

ON-PREMISE +HYBRID

(tick)

(error)

(error)

(error)

(tick)

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

Cisco Meeting Server Integration *

(tick) (video)

ON-PREMISE +HYBRID

(error)

(error)

(error)

(error)

(tick) 

(error)

(tick)

(error)

(error)

(error)

(error)

(error)

(error)

Cisco Finesse Integration

(tick)

ON-PREMISE +HYBRID

(tick)

(error)

(error)

(error)

(tick)

(tick)

(error)

(tick)

(error)

(error)

(error)

(error)

(error)

Genesys Integration *

(tick) (voice)

ON-PREMISE +HYBRID

(tick)

(tick)(new)

(tick)

(tick)

(tick) 

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

Unify OpenScape Xpert Integration *

(tick) 

ON-PREMISE +HYBRID

(question)

(error)

(error)

(error)

(tick) 

(tick) 

(tick)

(question)

(error)

(error)

(error)

(error)

(error)

Dial-in Recording

(tick)

ON-PREMISE +HYBRID

(tick)

(error)

(error)

(error)

(tick)

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

Radio and Analogue Device Recording

(tick)

ON-PREMISE +HYBRID

(tick)

(error)

(error)

(error)

(tick)

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

Skype for Business Recording

(tick)

ON-PREMISE +HYBRID

(tick)

(error)

(error)

(error)

(tick)

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

SIPREC Recording

(tick)

ON-PREMISE +HYBRID

(tick)

(error)

(error)

(error)

(tick)

(tick)

(tick)

(tick)

(error)

(error)

(error)

(error)

(error)

Speech Recognition Integration

(error)

CLOUD + ON-PREMISE +HYBRID

(error)

(error)

(error)

(error)

(error)

(error)

(tick)

(error)

(error)

(error)

(error)

(error)

(error)

Active Directory Integrations

LDAP/ADFS

LDAP/ADFS

The question mark icon (question) indicates that this feature is supported, but is untested at this time.  

*Integrations may be supported in hybrid deployments (installation dependent)

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