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Small businesses versus mega-sized competitors: 5 ways the game is changing

April 3, 2012 / Rich Fox It wasn’t so long ago that the deck was stacked in favor of the largest players in any given industry. They were the ones with the buying power, the optimized supply chains, and the technology that, taken in total, gave them a crushing competitive edge over small and mid-sized businesses.They still have the buying power and the optimized supply chains. But when it comes to servicing, understanding, and building stronger relationships with their customer, the playing field is about to change.Technology that once required huge investments in IT personnel, software, and hardware — making it the exclusive domain of big business — is now available to businesses of any size. Capabilities that small business could once only dream about are now as close as a web browser.For example, small businesses are using eBay Stores to compete effectively against Wal-Mart or Amazon, to capitalize on CRM, Google Apps to accelerate collaboration, iPads and Android tablets to catalyze teams in the field, and so on.But one crucial department of fast-growing companies has remained off-limits, until now. That department is the call center, and it’s about to be transformed by the same force that’s transforming e-commerce, CRM, collaboration, and so much more: the cloud.Call centers are the nerve center of any customer-facing service organization. Until recently, it required truckloads of time, money, software, hardware, and in-house expertise for a business to implement centralized (or, worse, distributed) contact centers for receiving, processing, managing, and analyzing a large volume of customer phone calls.But now, thanks to the convergence of VoIP, cloud computing, and software-as-a-service, all that power is becoming available in turnkey packages that any small business can sign up for, pay for by the drink, and have operational in just a few weeks. And that means any small business can level the playing field against much larger competitors by improving customer service levels through advanced call queuing, routing, monitoring, and metrics.This tipping point has wide-ranging effects. Here are five trends in call centers we’re watching now:
  1. Hire the best people, no matter where they live. Hiring outstanding workers is always tough, especially for small businesses, which used to be limited to the local population. Sourcing the best talent from around the country would eat up time and resources that many businesses don’t have, like the cost of flying candidates in for interviews or paying relocation expenses. These costs no longer stand in the way thanks to VoIP and cloud technology. Interview prospects for free over Skype. Let new employees work from home — wherever that might be. Just as you can access Google from any computer, your employees can run your call center from anywhere, even if your call center is in Chicago and your employee is in Miami. As call centers move to the cloud, anyone with a computer can take, receive, and manage calls. Because a cloud-based call center can be run from anywhere, small business owners can hire the best people no matter where they live without breaking the bank. There’s no reason to settle for so-so employees just because they’re close at hand. Seek out the best in class, and watch your business take off.
  2. Business metrics for mere mortals. Do you know how long your customers are on hold? Are you able to monitor phone calls and use recordings for training and improving customer service? Are you able to pull up a chart and see all your peak times so you can better staff to handle that load? Are you able to look back over the past year and figure out when your phones rang most often? Probably not. But with a call center in the cloud, you can have all that information at your fingertips using nothing more than a web browser. Without hard data about number of calls handled, calls per hour, and handle times, your company is operating blind. Take control of your customer services with metrics that allow you to visualize and pinpoint customer interactions. Your small business will gain a new window into customer services through these metrics. You’ll wonder how you ever managed without this ability to effectively measure employee performance and ensure top-notch customer interactions.
  3. Onshoring: a revolution. President Obama has proposed a tax policy that could transform the economy by encouraging companies to hire in the U.S. This is one of the few issues that politicians on both sides of the aisle support. For years, call centers were outsourced to other countries to cut costs for large companies. Few were happy about this arrangement. Now that the tide is changing, who better than small businesses, the engine of the American economy, to power up the onshoring revolution that our president is calling for? Between backlash against outsourced call centers and a tax incentive to bring jobs home, many of these jobs could return to America. Now that cloud technology allows for a virtual workforce, your small businesses can get a tax break, help drive job creation, and hire the best employees you can find. All you need is an Internet connection.
  4. Call centers become contact centers. Customers have started shying away from call centers. If you’ve ever been stuck on hold or transferred 20 times while trying to troubleshoot a problem, you’ll understand why. Newer options like instant messaging or email, mean customers don’t have to use the phone if they don’t want to. Even Facebook and Twitter have become forums for helping customers. As these options become more popular, call centers are evolving into contact centers that integrate all these mediums. But no matter how a customer chooses to interact, businesses need to measure productivity, the quality of interactions, and the volume of incoming messages. Unfortunately, few all-in-one solutions exist. The ones that do use multiple databases, cobble together a bunch of different solutions, and outsource others. There are some growing pains in this space, but a solution is on the horizon. Be ready for it.
  5. The playing field levels. At one point, small companies couldn’t compete with the call centers of the major competitors. They didn’t have the infrastructure or resources to match the call volumes or databases. Technology, like VoIP, and government plans, like the FCC Broadband Initiative, have brought high-quality bandwidth to the masses. This expansion gives more people faster access to the cloud. As a result, your business can achieve the same quality and accountability in customer services as your mega-sized competitors. A cloud-based call center means you never have to worry about maintenance, obsolescence, or administering the technology and applications.
These trends give small businesses the same tools as the major players at a fraction of the cost. The convenience of monitoring calls from any web browser is just a plus. As technology opens up opportunities, the companies — whether large or small — that can best use that technology to serve their customers will be the ones that thrive. Categories: Call Center
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The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

What Our Clients Say
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    James C. Hunter, CFA, CFP, AIF, Senior Portfolio Manager, Principal

  • "Hey, IT people, As I’m working away in my home office, I just wanted to say thanks to you for all you’re doing, and have done in the past, to make it possible for us to run our company virtually. Not many of us JICers have jobs that everyone in the firm sees and could stop us from doing business. But you have this job, and do it well. Thank you for having the foresight and wisdom to get us in a position to succeed in a pandemic! You’re awesome."

    Michael D. Barnes, Esq., CTFA President, Principal

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Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.


We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.


Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.


The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.


While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.


Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.


Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype,, YouTube, Palo Alto Networks and eBay would change the way we live and work.


Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

Latest Press Releases

Evolve IP Enhances Its Microsoft Teams and Cisco Voice Direct Routing Platform
September 22, 2020 / Evolve IP
Evolve IP announced that it has integrated SMS business messaging and voice recording with AI speech analytics into its Microsoft Teams direct routing platform.
Evolve IP Integrates Business Messaging Into Microsoft Teams; Enhances Microsoft’s Direct Routing Solution
September 17, 2020 / Evolve IP
Evolve IP® announced that it has launched a fully-integrated SMS / business messaging platform for its Microsoft Teams Direct Routing solution.
Evolve IP® Named For Eighth Time to the Inc. 5000 List of Fastest-Growing Private Companies
August 12, 2020 / Evolve IP
Evolve IP®, the world's leading provider of Work Anywhere™ solutions, today announced that it has been named to the Inc. 5000 for the 8th time since 2012.
Evolve IP Delivers World’s Only Omnichannel Contact Center Integrated with Microsoft Teams and Virtual Workspaces
August 5, 2020 / Evolve IP
Evolve IP®, the world's leading provider of Work Anywhere™ solutions; today announced that it has integrated the omnichannel Evolve Contact Suite with Microsoft Teams and the company's virtual Workspaces...
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