Premise Based Solution Other Hosted Call Centers
Examples
  • Nortel / Avaya
  • Cisco
  • Aspect
  • Genesys
  • Interactive Intelligence
  • InContact
  • Five9
  • ShoreTel Sky
  • iCore
  • Simple Signal
Promise
  • Fully integrated PBX/ACD functionality
  • Easy to deploy
  • Multi-function IP phones
  • High uptime
  • Advanced routing functionality
  • Fully integrated PBX/ACD functionality
  • Easy to deploy
  • High uptime
  • Rich feature set – inbound & outbound voice, multi-channel, CRM, WFM
  • Lower TCO (limited CapEx, lower OpEx)
Reality
  • High telecom costs to queue calls on site
  • Proprietary phones
  • High capital and professional services costs, complex pricing
  • High support costs (manpower, hardware/software maintenance, licenses, and network facilities)
  • Routing changes require a programming skillset
  • Call recording and CRM integration require additional hardware/software and/or 3rd party vendors
  • Resilient hardware design is capital intensive
  • Poor remote agent story

 

  • Do a lot of things, but none really well (e.g. multi-channel).
  • Multi-channel often requires 3rd party solution
  • Equipment such as phones needs to be purchased
  • PBX is not integrated or only offered along with ACD
  • Platform availability doesn’t live up to expectations
  • Total cost of ownership (TCO) discussions are avoided
  • Lack industry certifications – security / compliance concerns
  • Poor or no Lync integration
  • Call center is a product feature
Advantages of Evolve IP
  • Lower operational costs – queue calls in network
  • Industry standard IP phones
  • No equipment to maintain/operate
  • Rigorous project management and implementation process
  • Upgrades, support and maintenance are included
  • Easy web-based self-administration
  • Extremely flexible implementation options
  • Carrier-class availability and disaster recovery options for calls
  • Integration with business applications is handled via native, free capabilities
  • Strong remote agent story
  • Carrier-grade reliability
  • Advanced TCO calculators and focus
  • Scalable for large organizations
  • Full suite of cloud offerings beyond telephony
  • End-to-end solution including all equipment and network included in the monthly fee
  • Call quality and uptime SLAs
  • Equivalent functionality through partnerships
  • Security from the ground up — SSAE 16 SOC 2 and CSA Star
  • Embrace Lync for IM/Presence coupled with hosted voice
  • Call center is a dedicated team of people
Bottom Line
Evolve IP provides more services at less cost and less worry Evolve IP offers a wide range of enterprise-class cloud solutions and focus on long-term customer satisfaction including hard dollar savings.

 


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