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News : ZOOM Announces Eleveo WFM

#contactcenterworld, @myeleveo

Nashville, TN, USA & Prague, Czech Republic, May 21, 2019 -- ZOOM International, driving customer experience through the emotion of the customer, takes a step in the Workforce Engagement Management market with the release of the Eleveo platform including the new Eleveo WFM. This announcement represents the culmination of two milestone initiatives for ZOOM International, the release of a new Workforce Management product as well as their first native cloud platform "as a Service offering".

Forecasting and Scheduling Simplified

Anyone who works in a contact center will agree that administratively, managing a workforce is difficult, time consuming, and counter intuitive by nature. Even when the "herding cats" element of agents self-scheduling is removed, trying to align a staff (who may or may not be supportive of the effort) with best guess for coverage needs, the "math & science" portion of scheduling can be daunting. Top this off with the fact that in most scenarios, the scheduling effort is often an "extra duty" of supervisors in the contact center rather than their primary responsibility. The result is daunting at best and a truly difficult set of tasks to accomplish at worst.

"The consistent and overwhelming feedback from both our customers and the commercial market is that the WFM landscape continues to build more and more features geared at the enterprise market". The bells and whistles along with the algorithms are designed to meet the needs of enterprise customers instead of the vast majority of contact centers", quips ZOOM CTO Bill Devlin.

Under the hood Eleveo is powered by cloud native software including Kubernetes, Docker, Prometheus, Grafana, Kafka, Helm, Packer, and many more. Devlin comments, "we have a vision to create a single code base deployable anywhere — whether your needs drive you to a premise, cloud, hybrid or as a Service model, ZOOM will be there every step of the way." He continues: "Our customers’ infrastructure needs are very diverse. Eleveo addresses those needs head on. We will not shackle customers to bare metal, VMWare, Hyper-V, Azure, AWS, or any other set of infrastructure. What we will do is offer customers the same business benefits of a deploy anywhere native cloud solution with high scalability, reliability, elasticity, security and flexibility."

The Road to Eleveo

For its debut, Eleveo will be available as a service-based cloud product targeted for commercial WFM customers. In the months that follow, Eleveo’s footprint will evolve to incorporate more features from the ZOOM suite culminating in its availability for deployment on premise, hybrid, or in the cloud. ZOOM’s culture of innovation is fueling some bold visions from CTO Devlin, "we aim to have workflow driven automation across our WEM platform which leverages machine learning, artificial intelligence, speech and text analytics and NLP. We are using these technologies to create single click workflows for quality management and custom forecasting algorithms for commercial customers using artificial intelligence and machine learning, and we are just getting started."

Eleveo WFM is slated for launch by the end of July 2019

#contactcenterworld, @myeleveo

Posted by Veronica Silva Cusi, news correspondent

About Eleveo:
Company LogoZOOM believes that customer service excellence starts with understanding the voice of the customer. Once you understand how your customers really feel about you, it is easy to highlight excellence or reflect humbly and take corrective actions. Eleveo was formed to provide easy to use, results oriented software
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Today's Tip of the Day - Share Information

Read today's tip or listen to it on podcast.

Published: Thursday, May 23, 2019

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2021 Buyers Guide Recording


ASC Recording Insights and neo
ASC Recording Insights guarantees legally compliant recording and analysis of all communication channels in Microsoft Teams - including audio calls (internal and external calls), chat conversations and video meetings.

neo Recording, QM & Analytics address all enterprises with recording needs, especially contact centers. The content of communication becomes accessible and critical information and trends are revealed, providing real-time business intelligence for immediate management action.
PH: +1 917 475 9200

Call Center Studio

Call Center Studio
Call Center Studio is the world’s first call center built on Google and is one of the most secure and stable systems with some of the industry’s best reporting. It is one of the most full-featured enterprise grade systems (with the most calling features, one of the best call distribution, outbound dialing features and integrations—including IVR, AI Speech Recognition, blended inbound/outbound calling and includes Google’s new Dialogflow and Speech API. Call Center Studio is the absolute easiest to use (with a 10 minute setup), and is the price performance leader with lower equipment cost and less setup time.
PH: +1 512-872-7565


Microsoft Teams Cloud Recording Service
Geomant offers a fully managed recording service for those organisations who need to address compliance or quality management while working on Teams. The Service utilises Verint’s market leading recording technology and is hosted by Geomant in Microsoft Azure. Our managed service approach is unique in that it allows organisations to benefit from advanced recording features, all while being free from any technical infrastructure or maintenance requirements that come with a traditional on-premises set up.
PH: 01789 387900

Lieber & Associates

Recording System Consulting
L&A provides vendor-independent consulting services to select, contract for, test, and implement contact center recording systems. The firm's consultants specialize in contact center I.T. and have several decades of experience each with all major and many smaller makers of phone and call recording systems.
PH: +1-773-325-0608

Nuxiba Technologies

Enterprise recording management for storage, retrieval, playback, and monitoring communications throughout your contact center.

Record screen activity and calls across agent workstations, measure and monitor quality levels across all campaigns and analyze recordings to capture first-hand customer data and requirements.

Easly access all recordings and critical information to provide improved customer experience, sales, and productivity!


Oreka TR
Oreka TR total recorder includes all of the call recording capabilities you will need, at about half the cost of competing for call recorder solutions, including screen recording, mobile phone recording, live monitoring, on-demand recording, multi-tenancy, multi-site recording, audit trail, call exporting, retention management, auto-tagging (for speech analytics and phrase spotting) and so much more.
PH: 3109672003

PCS Software

Call recording solution fully integrate to all main pbx solutions.
PH: +55 11 3075-2933

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