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2016 North American Call Center Survey

Table of Contents:

  • Survey Leaks
  • Call Center Challenges
  • Investment Priorities
  • Cloud Call Centers
  • Maximizing Agents
  • The Operation
  • About Evolve IP

Summary

Call centers are undergoing a period of rapid change that is driven by a number of technological and demographic transformations. Millennials, and to some degree Generation ’X’, desire to communicate with organizations electronically driving adoption of new agent channels. Businesses, still wary of the recent recession, are looking to reduce costs and improve scalability and flexibility. Meanwhile, new technologies and software are allowing call center leaders to turn massive amounts of data into actionable intelligence.

Samples

 

Clients We Work With

  • Association Resource Group is an award-winning technology consulting and brokerage firm with over 25 years as an industry-leader.

    We have been Evolve DaaS clients for just about 2 years. What execs really need to know is how much productivity DaaS brings to an organization. We have estimated that each employee saves 10 minutes a day in startup and shutdown time. Probably another 5 minutes a day in work from home productivity - i.e. more likely to log in from their home PC than if they had to carry a laptop home every night and no clunky VPN or Citrix session to dissuade them from getting on.

    So, 15 minutes a day, that is 3% of their day back. 3% of an $80,000 a year employee is $2,500.

    DaaS has a 300% return, with no capital at risk. That is what I would tell your execs. Feel free to ask questions.

    Best!

    Steve Murphey, Vice President

  • Based in Northern New England, ClearChoiceMD treats urgent, non-life-threatening medical needs.

    "With Cloud Connect, we have eliminated intermittent phone and internet service drops, increased the reliability of daily business tasks like writing e-prescriptions. We’ve even resolved printing issues. We have zero down time now as a result of connectivity because we’re always up and running.”

    Alex Fuchs, IT Director for CCMD

  • CCI Health & Wellness Services is a group practice, empowering patients to partner with staff for an unparalleled healthcare experience.

    “Usability is one of the most important factors in selecting technology solutions. We needed a solution that our staff could learn quickly and rely upon each day through high call volumes. Evolve IP emerged as best choice and the deployment has been very successful.”

    John Torontow, MD, MPH Chief Operating Officer - CCI Health and Wellness Services

Awards & Recognition

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Compliance & Certifications

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Latest Blog Posts

Importance of Omni-Channel Communication | Evolve IP
Importance of Omni-channel Communication
September 8, 2017 / Foram Joshi
It’s common sense...keep customers happy and they stay. Make them unhappy and they walk away. But what you might not…
Key Steps on Call Center Reporting & Analytics
Key Steps on Call Center Reporting & Analytics
August 22, 2017 / Rich Fox
Key Steps to Improving your Call Center Reporting Understand the available data: You need to understand the underlying data that…
Evolve IP is on a Roll!
August 18, 2017 / Erika von Hoyer
We are thrilled to announce that Evolve IP has once again made the Inc. 5000 list as one of the fastest growing…
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Lastest Press Releases

Getting into the Cloud
September 21, 2017 / Rob Flores
Forbes recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. Leadership at Singer cites that, "The cloud has…
Evolve IP Recognized in Gartner's 2017 Critical Capabilities for Disaster Recovery as a Service (DRaaS) Report
September 20, 2017 / Evolve IP
Evolve IP Survey Notes That While Natural Disasters Can Be Devastating, Smaller Disasters Are More Common and Can Be Just as Harmful WAYNE, Pa.—September 20, 2017—Evolve IP, The Cloud Strategy Company™, today…
Evolve IP listed as the Top 10 CCaaS Providers of 2017
September 19, 2017 / Evolve IP
Today's call center has rapidly evolved. By adopting new communication channels, they’re able to meet customer demands of a seamless experience across all channels. Enterprise Services Outlook recognizes Evolve IP’s…
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