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Purpose of this guide: This guide describes 3rd party integrations supported by Eleveo and provides links to the relevant documentation for each of them.
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Audience: Customer, partner, or other professional responsible for the 3rd party platform.
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When: Use this guide to integrate a supported 3rd party platform with the Eleveo solution.
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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:
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Voice and Video Capture
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Screen Recording
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Speech Recognition
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Generative AI
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Automatic Pause and Resume (hybrid and on-premise deployments only)
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User Synchronization
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User Authentication (Single Sign-on)
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WFM - Historical data import for forecasting
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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
The following are not supported for cloud deployments as they are not compatible with the cloud architecture, they remain supported for on-premise installations:
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Lightweight Directory Access Protocol (LDAP)
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Live Monitor
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WFO Analytics
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Voice of the Customer
Supported Integration Use Cases
Eleveo supports integrations for the following purposes:
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External data attachment – External data can be imported and attached to conversations
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Import of media – Media can be imported for various purposes (such as Quality Management, Analytics etc.)
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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
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Users and groups import – Ensure that the correct users and groups are matched to media recordings
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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 provide a visual overview of what is supported for each integration:
Cloud Integrations
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Feature → |
Recording / Supported Deployment |
Screen Capture for Contact Center as a Service (CCaaS) Integration
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User Import |
User Authentication
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SSO |
Conversation Explorer |
QM(Reviews) |
Speech Recognition |
Speech Generative AI |
Live
|
Voice of the
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WFO Analytics
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WFM (historical data)
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WFM Intraday |
WFM Real Time Adherence |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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Integration ↓ |
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CLOUD + on-premise + Hybrid |
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CLOUD + on-premise + Hybrid |
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Cisco Webex Calling / Webex Calling Customer Assist Integration |
Cloud only |
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CLOUD + on-premise + Hybrid |
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CLOUD |
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The question mark icon
On-Premise Integrations (Hybrid)
|
Feature → |
Recording / Supported Deployment |
On-Premise Screen
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User Import |
User Authentication
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SSO |
Conversation Explorer |
QM(Reviews) |
Speech Recognition |
Speech Generative AI |
Live
|
Voice of the
|
WFO Analytics
|
WFM (historical data)
|
WFM Intraday |
WFM Real Time Adherence |
|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|---|
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Integration* ↓ |
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on-premise + Hybrid |
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ℹ️ |
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on-premise + Hybrid |
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ℹ️ |
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on-premise + Hybrid |
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ℹ️ |
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on-premise + Hybrid |
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ℹ️ |
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on-premise + Hybrid |
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ℹ️ |
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on-premise + Hybrid |
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on-premise + Hybrid |
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ℹ️ |
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on-premise + Hybrid |
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ℹ️ |
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Dial-in Recording |
on-premise + Hybrid |
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ℹ️ |
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Radio and Analogue Device Recording |
on-premise + Hybrid |
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ℹ️ |
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Skype for Business Recording |
on-premise + Hybrid |
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ℹ️ |
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SIPREC Recording |
on-premise + Hybrid |
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ℹ️ |
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CLOUD + on-premise + Hybrid |
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ℹ️ |
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Active Directory Integrations |
on-premise + Hybrid |
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The question mark icon
*Integrations may be supported in hybrid deployments (installation dependent)
ℹ️ Speech Generative AI – On-Premise Deployments are supported if installed by Eleveo Support Engineers. Please contact your Eleveo representative to discuss a custom deployment if you require an on-premise installation. Please note that Speech Generative AI requires that Speech Recognition be installed and configured to create transcription files.