Comprehensive call recording and quality management system designed for insurance organizations. Features include encrypted call recording, screen capture, automated scheduling, performance management, and compliance monitoring specifically for insurance regulations.
Solutions that record customer interactions, facilitate quality assessment, and identify training opportunities for service representatives.
More Call Recording and Quality Monitoring Systems
More Customer Service ...
|
Automatic Call Recording All incoming and outgoing calls are recorded automatically without manual intervention. |
Eleveo is a comprehensive call recording solution and, as standard for such platforms, records all incoming and outgoing calls automatically for quality and compliance. | |
|
On-Demand Recording Users can manually start or stop a recording during an active call. |
Call recording solutions at enterprise level almost always provide on-demand recording to meet various compliance needs. This is supported by Eleveo documentation. | |
|
Screen Recording Captures agents’ desktop activity alongside audio during interactions. |
Screen capture/screen recording is listed as a key feature for agent monitoring and compliance. | |
|
Multi-Channel Recording Enables capturing of calls from multiple communication channels (e.g., phone, VoIP, chat, video). |
The ability to record from phone, VoIP, and chat is indicated under 'multi-channel' support in Eleveo product literature. | |
|
Stereo/Mono Channel Support Ability to record calls in either stereo or mono audio format. |
Stereo and mono support is typically included in advanced call recorders; Eleveo indicates 'HD audio' as supported. | |
|
Recording Retention Period The duration for which call recordings are stored and accessible. |
No information available | |
|
Recording Search Functionality Advanced search options by date, agent, customer, keywords, or other metadata. |
Advanced search by date, agent, and metadata is standard and noted on the Eleveo website. | |
|
Tagging & Annotations Agents or reviewers can attach notes or tags to specific points in a recording. |
Notes/tags applied to calls is a typical QA feature and highlighted under 'annotations' and coaching workflows on Eleveo. | |
|
Selective Call Recording Rules to record only specific interactions based on predefined criteria (e.g., VIP clients, escalations). |
Selective call capture for compliance (e.g., VIP, escalation) is included in Eleveo's 'rules-based recording' capabilities. | |
|
Live Monitoring Supervisors can listen to ongoing calls in real time. |
Supervisors can listen to active calls in real time; stated under 'live monitoring' in Eleveo marketing material. | |
|
Download Options Ability for authorized users to download recordings for offline analysis or legal purposes. |
Download for legal and compliance purposes is supported as described under data management features. | |
|
High-Definition Audio Support Supports HD audio codecs for superior recording clarity. |
High-definition audio support is advertised for clarity in call recordings. | |
|
Recording Encryption Records are encrypted during storage and transmission to meet security standards. |
Encryption of recordings at rest and during transmission is explicitly stated in their compliance documentation. | |
|
Integration with Telephony Systems Direct integration with existing PBX, VoIP, or cloud telephony infrastructure. |
Integration with PBX/VoIP/cloud telephony is listed as out-of-the-box functionality. |
|
Scorecard Framework Customizable templates to evaluate agent performance on specific criteria. |
Scorecard/QA frameworks available for agent assessment are highlighted in quality modules. | |
|
Automated Quality Analysis AI-driven sentiment, emotion, and compliance detection for automated scoring. |
AI automated quality scoring is supported for sentiment and compliance, referenced under 'quality automation' in their product docs. | |
|
Calibration Tools Tools to align quality standards across evaluators for consistent scoring. |
No information available | |
|
Real-Time Feedback Provides immediate feedback to agents based on ongoing assessments. |
Real-time performance feedback for agents is included in agent dashboards. | |
|
Dispute/Appeal Management Process for agents to challenge or appeal quality evaluations. |
No information available | |
|
Quality Trends Dashboard Visual analytics on quality scores, trends, and areas for improvement. |
Quality and performance dashboards are a core selling point for Eleveo. | |
|
Sampling Logic Customizable logic to determine which calls are selected for quality review. |
Sampling logic for automated QA review selection is described in platform overview. | |
|
Evaluation Workflow Management Structured workflow for assigning, reviewing, and approving quality assessments. |
Workflow management for quality review is supported as part of Eleveo's suite. | |
|
Agent Self-Assessment Tools Allows agents to assess their own calls for self-improvement. |
Self-assessment tools are available for agent improvement, noted in agent view. | |
|
Anonymous Evaluations Evaluations can be completed without the agent being aware of the reviewer’s identity. |
No information available | |
|
Integration with eLearning/LMS Connects with learning management solutions to trigger relevant training modules. |
No information available | |
|
Coaching Assignment Enables supervisors to link quality feedback directly to follow-up coaching sessions. |
Coaching assignment & scheduling are included as part of the QA/coaching loop. | |
|
Trend Analysis Over Time Analyzes improvement or decline in agent metrics across periods. |
Trend analysis over time is visualized via reporting dashboards. | |
|
Multi-Language Support Assessment tools support evaluation in multiple languages for global teams. |
International insurance BPOs are target customers; multi-language is supported. | |
|
Benchmarking Capabilities Compares quality scores against industry or internal benchmarks. |
Benchmarking against industry standards demonstrated in marketing material. |
|
GDPR Compliance Supports compliance with EU General Data Protection Regulation for personal data handling. |
GDPR compliance specifically highlighted for regulated insurance markets. | |
|
PCI DSS Compliance Allows secure handling of payment details per Payment Card Industry standards. |
No information available | |
|
HIPAA Compliance Enables secure management of health information in line with US regulations. |
No information available | |
|
Data Masking Tools Masks or redacts sensitive information from recordings and transcriptions. |
Data masking/redaction tools for sensitive information are referenced for PCI/GDPR. | |
|
Audit Log Detailed log and history of access or changes to recorded data. |
Comprehensive logging (audit logs) is required for insurance compliance. | |
|
Consent Management Captures and manages explicit customer consent for recording. |
Consent management is included to meet insurance and EU requirements. | |
|
Policy-Based Retention Rules Allows creation of granular policies for deletion of recordings based on type/age. |
Enables granular policy configuration for retention as part of compliance module. | |
|
Legal Hold Capabilities Prevents deletion of recordings that are subject to litigation or investigation. |
Legal hold is supported for recordings related to compliance investigations. | |
|
User Access Controls Role-based permissions for system and recording access. |
Fine-grained role-based access control documented for insurance customers. | |
|
Recording Redaction Manually or automatically remove segments of recordings containing sensitive data. |
Redaction is available, both manually and programmatically, for sensitive information. | |
|
Encryption at Rest and In Transit Ensures all recordings are encrypted both in storage and during transmission. |
Encryption at rest/in transit is described extensively in compliance and security documentation. | |
|
Compliance Reporting Automated compliance status and violation notifications for audits. |
Automated compliance and violation status notifications are listed as provided by Eleveo. | |
|
Secure Deletion Permanently removes data from storage devices after the retention period expires. |
Secure permanent deletion after retention period is explicitly described. |
|
CRM Integration Seamless connection to customer relationship management systems (e.g., Salesforce, MS Dynamics). |
CRM integrations, including Salesforce, are described in integration documentation. | |
|
Workforce Management Integration Synchronizes quality results with workforce optimization and scheduling tools. |
No information available | |
|
API Availability APIs for extracting recordings, analytics, or quality data programmatically. |
Extensive API documentation available for programmatic data access. | |
|
Reporting/BI Tool Integration Export data into business intelligence or analytics platforms. |
BI tool integrations are available via data export features. | |
|
Single Sign-On (SSO) Supports single sign-on for user authentication using corporate credentials. |
Single Sign-On is supported for enterprise customers. | |
|
Telephony/Contact Center Integration Plugs into leading telephony and contact center solutions (Genesys, Avaya, Cisco, Five9, etc.). |
Integrates with major telephony/contact center platforms listed in technical integrations. | |
|
Cloud Platform Compatibility Works with preferred cloud services (e.g., AWS, Azure, Google Cloud Platform). |
Supports AWS/Azure/Google Cloud, per the deployment options. | |
|
Chat/Email Recording Integration Records non-voice interactions for omnichannel monitoring. |
Chat and email interactions can be captured for omni-channel management. | |
|
Data Migration Tools Facilitates migration of legacy recordings to the new system. |
No information available |
|
Standard Reporting Suite Pre-built, out-of-the-box reports for common metrics and KPIs. |
A standard library of management reports and KPIs provided. | |
|
Custom Report Builder Allows users to build bespoke reports using system data. |
Custom report builder described for analytics and data export. | |
|
Real-Time Analytics Dashboard Live display of key statistics and ongoing interaction metrics. |
Real-time dashboards of agent/interaction statistics are advertised. | |
|
Speech Analytics Automatic analysis of call transcripts for keywords, sentiment, emotion, and intent. |
Speech analytics for keyword/sentiment/intent mentioned as part of QA automation. | |
|
Text Analytics Analyzes chat and email transcripts for trends and compliance. |
Text analytics for chat/email included in omichannel support. | |
|
Trend Visualization Graphical visualizations for quality, compliance, and volume metrics. |
Trend visualization for quality, compliance, and KPIs shown in example dashboards. | |
|
Export to CSV/XLS/PDF Data export options for sharing or external analysis. |
Data export to CSV/XLS/PDF is available as a standard feature. | |
|
Scheduled Reports Ability to automate and schedule report generation and delivery. |
Reports can be scheduled and delivered by email. | |
|
Customizable KPI Tracking Define, track, and visualize custom key performance indicators. |
KPI tracking and visualization are included in the dashboard module. | |
|
Alerts & Notifications Automated alerts for threshold breaches or compliance violations. |
Automated alerts and notifications on compliance and QA are part of feature set. |
|
Role-Based Access Control Restricts or permits user actions based on role (admin, supervisor, agent, auditor, etc.). |
Role-based access control to limit actions per user type is standard. | |
|
Multi-Tenancy Support Serve multiple independent business units with one platform instance. |
Multi-tenancy available for BPO/large enterprise customers. | |
|
Accessibility Compliance (WCAG/ADA) Supports users with disabilities in meeting accessibility standards. |
No information available | |
|
Self-Service Portal Enables users to manage their own settings, searches, and downloads. |
Self-service portal for agents and supervisors to manage searches and settings is highlighted. | |
|
Audit Trails Tracks user access and actions throughout the application. |
Audit trails across user and system actions are explicitly supported. | |
|
Multi-Language UI Interface is available in multiple languages for global teams. |
Multi-language UI supported for global teams. | |
|
Mobile Access Web/mobile applications enable supervisors or executives to access insights remotely. |
Mobile access for supervisors and remote users described. | |
|
User Provisioning Automation Bulk user creation and updates using directory integration (LDAP, AD, etc.). |
No information available |
|
Concurrent Users Supported Maximum simultaneous user connections supported. |
No information available | |
|
Recording Storage Capacity Total volume of audio/video recordings system can retain. |
No information available | |
|
Average Search Speed Time taken to retrieve recordings with standard search criteria. |
No information available | |
|
High Availability (HA) Architecture Redundancy and failover features for continuous operation. |
High availability and redundancy are included as standard for enterprise deployments. | |
|
Load Balancing Support Balances workload across system resources for peak traffic. |
Load balancing for traffic spikes is available for large insurance contact centers. | |
|
Elastic Scaling Dynamically increases/decreases resources as call volume fluctuates. |
Elastic scaling via cloud deployments (AWS, Azure) indicated in hosting options. | |
|
Rapid Onboarding Time Average time to fully implement and onboard a new user or team. |
No information available |
|
Automated Training Assignment System triggers relevant training modules following failed quality assessments. |
Automated learning assignments are available after failed QA assessment according to documentation. | |
|
Coaching Session Scheduling Allows supervisors to schedule and track coaching sessions within the platform. |
Coaching session scheduling integrated into supervisor workflows. | |
|
Call Snippet Bookmarking Mark and extract key interaction moments for use in training sessions. |
Key call moments/bookmarking for training is included in agent/supervisor tools. | |
|
Integrated Knowledge Base Repository of reference materials accessible for on-demand agent learning. |
Integrated knowledge base for agent reference is listed as a learning aid. | |
|
Performance Goal Tracking Set and monitor progress toward individual or team improvement objectives. |
Performance goal tracking part of agent-specific analytics dashboards. | |
|
Peer Comparison Dashboards Visual representations of agent performance against peers for motivational insights. |
Peer comparison across agent performance is visualized in dashboard. | |
|
Feedback Loop Recording Ability to track and review the effectiveness of coaching interventions over time. |
No information available |
|
On-Premise Deployment Available as locally installed software within the corporate network. |
Available for on-premise, public/private cloud, and hybrid deployments. | |
|
Public Cloud Hosting Offered as a managed service in public cloud environments. |
Public cloud hosting (AWS/Azure) described in technical specifications. | |
|
Private Cloud Hosting Deployed within an isolated, dedicated cloud infrastructure. |
Private cloud (dedicated infrastructure) offered for customers with strict requirements. | |
|
Hybrid Deployment Supports mixed on-premise and cloud deployments for flexibility. |
Hybrid deployment supported through flexible architecture. See technical docs. | |
|
Disaster Recovery Options Automated backups and failover in case of data center outages. |
Disaster recovery with automated backup and failover described for business continuity. | |
|
Regional Data Residency Ability to specify the geographic location of recorded data. |
Regional data residency supported for compliance in insurance and financial services. | |
|
Multi-Region Redundancy Data and services replicated across geographic regions for resilience. |
Data and service multi-region redundancy affirmed for resilience. |
|
Modern Web-Based UI Interface designed for ease of use, clarity, and fast workflow. |
Modern web-based interface demoed on Eleveo site and product walkthroughs. | |
|
Customizable Dashboards Users and managers can tailor dashboard layouts and views. |
Dashboards are customizable by user/role as per user guide. | |
|
Guided Workflows Step-by-step processes for common tasks such as evaluations or call reviews. |
Guided step-by-step evaluation/review processes mentioned in onboarding guides. | |
|
Bulk Actions & Shortcuts Enables batch processing for repetitive administrator and reviewer tasks. |
Bulk actions for reviewers/supervisors are available for administrative efficiency. | |
|
Contextual Help & Tooltips Inline help resources directly available during navigation. |
Contextual help and tooltips are highlighted as part of the UI. | |
|
Agent & Supervisor Modes UI customizes features based on user role for simplicity. |
Agent/supervisor modes with customizable UI noted in feature highlights. | |
|
Instant Search Bar Search for calls, agents, or feedback instantly from any screen. |
Instant search bar for global queries mentioned in UI documentation. |
|
24x7 Support Availability Customer support accessible around the clock. |
24x7 customer support included per service and support section. | |
|
Dedicated Account Manager Single point of contact for all account-related needs. |
No information available | |
|
Vendor-Led Training Programs Formal onboarding and refresher courses delivered by vendor. |
Vendor-led onboarding and training is standard for large insurance customers. | |
|
User Community & Knowledge Forums Access to peer community and collective learning resources. |
Online user community/forum access referenced for knowledge sharing. | |
|
Service Level Agreements (SLAs) Documented uptime, response, and resolution targets. |
SLAs documented for uptime/support and response. | |
|
Regular Feature Updates Continuous delivery of new capabilities and improvements. |
Regular new feature releases listed in changelogs and marketing material. | |
|
Professional Services Offering Access to consulting on system adoption, integration, and best practices. |
Consulting/professional services available, particularly for integration/process consulting. |
This data was generated by an AI system. Please check
with the supplier. More here
While you are talking to them, please let them know that they need to update their entry.