2019 Gartner Contact Center Magic Quadrant

2019 Gartner Contact Center Magic Quadrant

Evolve IP Named in

Just released: Gartner's 2019 CCaaS Magic Quadrant Report analyzing the leading Contact Center providers. Get your complimentary copy now!

Just released: Gartner's 2019 CCaaS Magic Quadrant Report analyzing the leading Contact Center providers. Get your complimentary copy now!

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ECS Web Agent Client

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Fully unified omnichannel contact center solution that integrates with PBX and Microsoft Teams to deliver superior customer experience and enterprise-grade business continuity

Award-winning omnichannel cloud contact center dramatically improves customer experience and optimizes agents

Why Evolve IP?

The right call center solution can help transform your business

Fully Unified

One platform for all users simplifies communications and reduces cost. Can also be deployed in a fully standalone mode or as an “overlay” to any phone system or Microsoft Teams

Robust Omnichannel Feature Set

Along with superior AI speech analytics, advanced reporting, customized call flows to help you deliver a world-class customer experience

Analyst Acclaimed

3 consecutive years in Gartner’s MQ for CCaaS with the highest customer recommendation rating at 92%

Experienced

Contact center specialists with “real world” experience to assist in design and deployment

Integrated with Microsoft Teams

Contact center agents can take full advantage of Team’s productivity features while also interacting with the rest of company’s associates

Work & Hire Anywhere

ECS runs on all major web-browsers with easily navigable, attractive modern user interfaces that improve agent productivity and empower a great customer experience

Competitive Pricing

Saves 30-40% over competing solutions

ECS Web Agent Client Demo

Evolve Contact Suite is a fully unified, omnichannel contact center and PBX solution that includes all the world-class features that you need to make youru agents more productive and business more efficient. Evolve IP’s contact center solution is recognized by Gartner and is priced significantly lower (30-40%) than comparable solutions.

Contact Center Product Overview

These days all of us communicate in lots of ways…by text, phone, email, and multiple social media platforms – omnichannel. So how does a company deliver a great customer experience across all of those channels?

Workforce Management by Evolve IP

Watch this video to learn more about Workforce Management and some numbers from customers that benefited from this contact center technology.

Overview

Fully Unified

One platform for all users simplifies communications and reduces cost. Can also be deployed in a fully standalone mode or as an “overlay” to any phone system or Microsoft Teams

Robust Omnichannel Feature Set

Along with superior AI speech analytics, advanced reporting, customized call flows to help you deliver a world-class customer experience

Analyst Acclaimed

3 consecutive years in Gartner’s MQ for CCaaS with the highest customer recommendation rating at 92%

Experienced

Contact center specialists with “real world” experience to assist in design and deployment

Integrated with Microsoft Teams

Contact center agents can take full advantage of Team’s productivity features while also interacting with the rest of company’s associates

Work & Hire Anywhere

ECS runs on all major web-browsers with easily navigable, attractive modern user interfaces that improve agent productivity and empower a great customer experience

Competitive Pricing

Saves 30-40% over competing solutions

Videos
ECS Web Agent Client Demo

Evolve Contact Suite is a fully unified, omnichannel contact center and PBX solution that includes all the world-class features that you need to make youru agents more productive and business more efficient. Evolve IP’s contact center solution is recognized by Gartner and is priced significantly lower (30-40%) than comparable solutions.

Contact Center Product Overview

These days all of us communicate in lots of ways…by text, phone, email, and multiple social media platforms – omnichannel. So how does a company deliver a great customer experience across all of those channels?

Workforce Management by Evolve IP

Watch this video to learn more about Workforce Management and some numbers from customers that benefited from this contact center technology.

Case Studies
Articles
Resources

Delight Customers. Optimize Agents. Deliver Insights.

Provide a ‘WOW!’ customer experience with Evolve IP’s analyst-acclaimed omnichannel contact center solution. Named to Gartner’s CCaaS Magic Quadrant three years running, with the highest client recommendation rating of all selected providers, our integrated communications and contact center platform will be Purpose-Built® for your business with all of the features you need to run a world-class call center…for 40% less than comparable solutions!

Feature Rich. Simple To Use.

The Evolve Contact Suite’s advanced features are easy to implement yet incredibly powerful, providing contact center leaders with real-time control and visibility of their agents, along with rich operational insights. From quality management to customer surveys, to CRM integration, to business intelligence, our solution offers tools that streamline agent interactions and enhance customer experience.

World-Class, Fully Featured Contact Center for 25% Less

Evolve IP has been recognized in Gartner’s Magic Quadrant for Contact Center as a Service, North America. If you’re looking for 3rd party feedback on our award-winning solution read what Gartner has to say about us on pages 7-8 and see what our clients had to say about us with Gartner here. Read what customers have to say about us here.

Workforce Management by Evolve IP

An overwhelming majority of call centers are faced with staffing issues and the challenge of meeting service levels while controlling costs. Having the optimum number of agents at the right time with the right skills, in the right place is essential to call center success. By deploying Monet Software’s Workforce Management tool with Evolve IP’s Omnichannel Contact Center Solution, you can build accurate forecasts & schedules, conduct real-time adherence and analyze performance.

Major Enterprise Features

All the features that your agents need and your customers want

Web Agent - Agent Intelligence Center

Seamless Customer Experience. Personalized Interactions. Consolidated Reporting.

Customers expect contact center providers to offer the ability to interact seamlessly using their preferred channel of communication; e.g. email, text, web chat, social media, or the phone. Unfortunately, most contact centers struggle to provide multi-channel solutions that easily integrate multiple technology silos, ultimately hindering customer satisfaction and management visibility.
Evolve IP offers a true omnichannel technology that is easy to set-up, simple to learn and delivers a seamless customer experience.

Reduce Staffing Issues. Improve Performance. Increase Productivity.

The overwhelming majority of contact centers face staffing issues and the challenge of meeting service levels while controlling costs. Having the optimum number of agents at the right time, with the right skills, in the right place, is essential to contact center success.
By deploying Evolve IP’s analyst-recognized contact center solution with Workforce Management (WFM), you can experience an average savings of 5-10% of your staffing hours.

Lower Cost per Call. Drive Productivity. Improve Customer Service.

Your contact center needs to strike a tricky balance. On one side, you need to provide excellent customer service to drive more revenue and retain current customers. On the other, you must ensure your team is servicing as many customers as efficiently and cost-effectively as possible.
Evolve IP’s IVR & Post Call Survey is easy to design, quick to deploy and customizable helping your contact center meet those business’s needs.

Improve metrics. Reduce costs. Value customer time.

Nothing frustrates callers more and drives down positive customer engagements faster than a long wait on hold. Queue Callback enables you to optimize your customer experience by offering callers the ability to request a callback based on your call center conditions.
Evolve IP’s Queue Callback feature is simple to implement and will drive up your contact center customer ratings.
Realtime Visibility

Get information at your fingertips.

Contact centers managers and directors need information at their fingertips to make vital decisions about queuing, overflows and call routing.
Evolve IP offers multiple customizable tools to agents and supervisors that increase call productivity, help tackle the most challenging interactions and make decision-making easy.

Empower business users to make data-driven decisions with our advanced reporting.

There is perhaps no more important aggregator and source of customer intelligence in today’s business than the contact center. Savvy business leaders are not only looking for essential dashboards and reporting, they are actively seeking ties into other business units with insights that help drive the business forward.
Evolve IP’s omnichannel capabilities, coupled with CRM integrations and advanced analytics generate real-time or scheduled reports at the intervals your business needs, and in the format of your choice.
dialer

Manage High Call Traffic. Increase Business Efficiency. Eliminate Downtime.

Maintaining a higher average of quality calls per hour, while eliminating downtime, has become absolutely critical for organizations to ensure a high level of business efficiency and customer satisfaction. Evolve Contact’s Cloud Dialer provides organizations with easy-to-use dialer tools that allow agents to make more calls, to manage high call traffic, generate greater sales and enhance the bottom line.

Do More With More

Out of the box integrations with all of the most popular technologies