Request Information
1.877.459.4347

Request Information

or Call 1.877.459.4347

The Contact Center Solution for Covid-19 Challenges

September 18, 2020 / Rich Fox

The recent health crisis has forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward work anywhere users, IT and contact center leaders are looking at better ways to connect agents not only to the contact center solution, but to the critical applications they need to do their jobs.

The Most Common Work From Home Challenges:

  • Agents could no longer request immediate help from their Supervisor and SMEs by raising hand or walking to desk
  • Supervisors lost ability to observe, coach, and evaluate Agents by sitting with them
  • WFH technology varied by user and IT drowned figuring out how to fix infinitely different configurations, home networks, and ISP issues

 Leading Contact Center Software Solution:

A Unified solution that seamlessly unites the Contact Center and the rest of the organization

Evolve Contact Suite

Evolve contact suite is a fully unified, omnichannel contact center that integrates with PBX, workspaces, and Microsoft Teams and is priced significantly lower (30-40%) than competing solutions.

Contact Center in the cloud is an essential part of a Work Anywhere solution. According to recent research, 71% of respondents consider a unified Contact Center and PBX important.

Benefits of this Approach:

  • Flexible WFH Deployment Options – Agents can operate via the best endpoint for their needs including a softphone (ECS or Teams or UC1), their mobile phone, a physical handset (SIP or Teams), etc.
  • Seamless Customer Experience – Agents can collaborate with anybody in the organization to get the answers they need plus they can instantly conference or transfer a Supervisor or SME.
  • Leadership Empowered – Supervisors can remotely listen to live interactions and “whisper” in their Agent’s ear to provide instant coaching.
  • Expanded Labor Pool – Leadership has the flexibility to hire staff that can Work Anywhere.

Contact Evolve IP to learn about Evolve Contact Suite, a fully unified omnichannel contact center solution that integrates with PBX & Microsoft Teams to deliver superior customer experience and enterprise-grade business continuity.

Categories: 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.

Recognized by:

Certified by:

close

Contact Us

or Call 1.877.459.4347
This site uses cookies for analytics, personalized content and ads. By continuing to browse this site, you agree to this use. Want to know more? Please check our privacy statement.
Close