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:
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:
-
Lightweight Directory Access Protocol (LDAP)
-
Live Monitor
-
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.