2018 Gartner Contact Center Magic Quadrant
Evolve IP Named in
Just released: Gartner's 2018 CCaaS Magic Quadrant Report analyzing the leading Contact Center providers. Get your complimentary copy now!
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2018 Contact Center Trends & Market Landscape
This survey paper of 163+ contact center professionals includes some fascinating trends & statistics on the contact center market landscape.
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Award-winning omnichannel cloud contact center dramatically improves customer experience and optimizes agents
Award-winning omnichannel cloud contact center dramatically improves customer experience and optimizes agents
Optimize Agents. Gain Insights. Improve Experience.
Your contact center is the lifeblood of your enterprise, so anything that you can do to improve agent results and customer experience is a major win for your business. Evolve IP’s contact center provides all of the features you need to run a world-class omnichannel contact center. We integrate with the applications you already use, which makes deployment simple. Plus we build custom solutions that make your team more effective.
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.
Scale Up or Down Across Locations and Communication Channels
Whether you’re planning to grow your business by expanding geographically or by adding multiple channels of communication, the Evolve Contact Suite has you covered. With our international platform, your business will have the ability to operate like a unified call center, even if you have end users in multiple countries. Also, your customers will have the flexibility to choose their preferred channel of communication (calls, SMS, email, chat etc.).
Why Evolve IP?
The right call center solution can help transform your business
TRUE Omnichannel Experience
Allow your agents and customers to interact over multiple channels (calls, email, text/SMS, web chat, web call back, social) and deliver a consistent customer experience across all communication channels.
Fully Customizable
Out of the box our software integrates with all of the major SaaS applications needed by an enterprise contact center. However, most businesses still have unique needs. A key strength of Evolve IP is our willingness to create custom-built integrations, design unique call flows, and the capability to deploy high performing contact centers in unique network scenarios.
Cost-effective
Simply put, our world-class, Gartner-noted, fully-featured contact center is available for 25% less than other providers in the market. With cloud-enabled OPEX finances become predictable while massive CAPEX expenses are eliminated and maintenance contracts go away.
Simple to Use and Manage
Be more productive than ever working with Evolve IP’s intuitive user interface, visual call-flow designer and award-winning web-based management tools. Quickly set-up and remove agents, design workflows in a snap and build IVR routes so you stay focused on clients, not technology.
Single Platform for UC and CC
Evolve IP’s contact center was designed to integrate seamlessly with our unified communications solution increasing visibility, productivity and improving business efficiency. Empower your business to operate from a single contact directory with presence allowing agents to see the availability of all hosted PBX users in the business.
Truly International Platform
Operate as a unified contact center even if you have end users in multiple countries. With Evolve IP’s international platform, your business will experience no technical limitations terms of geography or in moving calls between locations.
Major Enterprise Features
All the features that your agents need and your customers want
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.
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.
