Release Notes 9.6

September, 2024

We are pleased to announce the release of Version 9.6!

New Features and Improvements 

• Encryption of media – The Interaction Service (installed on Cloud based deployments, and on servers running Kubernetes) is capable of encrypting all media types.

• Speech Generative AI – Topics Manager is now available in the Quality Management UI, this new tab enables users with appropriate permissions to create and edit topics that can then be detected by Speech Generative AI in newly recorded conversations.

  • Phonexia - acoustic parameters are now available.

• Enhancements to Workforce Management – Development of our WFM offering continues.

  • Scheduling based on Estimated Service Level is now available eleveo WFM.

  • Forecast adjustments are now applicable for specific time ranges (not only date ranges).

  • Supervisors are now able to see the Adherence and Conformance results of their agents and teams under the new tab Reports

• S3 support in AWS has been added for our cloud-based customers.

• Interactions API – Eleveo 9.6 contains new API endpoints that support the upload and download of media. Please contact your Eleveo representative for details.

Release Policy

• Version 9.6 is a Feature To Market Version (F2M).

• The next Long-Term Support (LTS) version will be released in late 2024.

• Please review the Release Policy to familiarize yourself with the changes.

Deprecated Features and Integrations

The following will no longer be supported!

• Zoom Contact Center Integration

Additional Notes

Hardware Requirements

• Hardware Requirements are revised with each release, please review the current recommendations.

Operating System

• Rocky Linux

Localization

• All supported languages are available with Version 9.6

• Support for Ukrainian has been added in this release.

Documentation

• Cloud and On-Premise features are distinguished within the documentation whenever practical. Some content is only available under specific deployment scenarios. Refer to the page Feature List for more info.

• Admin Guides and User guides are now available via dedicated websites.

  • User guides are accessible via help.eleveo.com as before. 

  • Administrative guides are available for all users logged into the Eleveo portal (we have implemented Single Sign ON recently, you may need to reset your password or register for portal access).

“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."
"Zoom Contact Center.© Recording is a registered U.S. trademark of Zoom."
"MS Teams © Recording is a registered U.S. trademark of Microsoft."