Request Information

Request Information

or Call 1.877.459.4347

Award-winning idea: Comprehensive call center queue management

February 27, 2012 / Rich Fox
Customer Interaction Solutions Product of the Year Logo
TROPHY SHOWCASE: Evolved Call Center Queue Management Dashboard wins award

Cloud computing and VoIP technology eliminated geographic barriers for call centers long ago, and they now allow even small companies to hire remote staff. Call centers have capitalized on the cost savings of decentralized infrastructure that cloud call centers make possible.

But just because this new model has become business as usual doesn’t mean that it’s easy to manage. Up until recently, managing dispersed call centers meant inspecting the call queues for each geographic area to get a sense of hold times, call volume, and call priorities for each location.

To truly manage dispersed call centers, however, businesses need to be able to gain a comprehensive picture of that performance from a single dashboard. The more information that managers have at their fingertips, the better they’ll be able to prioritize, monitor, or divert calls.

Solutions like Evolve IP’s Queue Management Dashboard address this issue head-on by removing the geographic boundaries that so often stymie effective management. It delivers queue statistics and thresholds from all locations in real-time on one dashboard that’s accessible from any Internet-connected device.

As proof of the importance of an integrated approach to call center management, the Queue Management Dashboard recently won the Product of the Year Award  from Customer Interaction Solutions, a TMC company. More details about the award can be found in our official press release. But what this recognition ultimately underscores is that the more the cloud allows us to spread out, the more important it becomes to monitor and coordinate your efforts.

Categories: Company News Contact Center
Listening To Needs. Solving Complex Challenges.

Helping enterprise IT focus on business results, not infrastructure

  • One of the nation’s largest and fastest-growing dermatology businesses estimates savings of $6.45 Million over 5 years

    View Case Study

    “Evolve IP’s digital workspaces have allowed us to acquire more practices in a faster and more profitable way. That is resulting in bottom-line cost savings and top-line business benefits.”

    – Jeff Francis, Vice President of IT USDP

  • International Law Firm Drives Communications Reliability Across 60+ Worldwide Locations and Saves Over $300,000 a Year

    View Case Study

    “That’s the type of proposition I like to bring to a Board of Directors. When I can say, ‘we can get everything new, be completely redundant, it can meet all of our needs and oh, by the way, we are going to save over $300,000 a year.’ It makes it easy for me to sell!”

    – Ken Schultz CIO of Ogletree Deakins

  • Financial advisory firm enables employees to Work Anywhere with an integrated platform

    View Case Study

    “The transition has been almost seamless to our folks, working from home full time. My team looks like heroes right now.”

    Ryan Easter, Director of IT and Principal at Johnson Investment Counsel

Simplify and future-proof your technology footprint with Evolve IP

It's nearly impossible to stay on top of every change in technology. Partner with Evolve IP and gain the combined experience of hundreds of technologists, all acting as an extension of your IT team. Helping you do more with less.


Contact Us

or Call 1.877.459.4347