Overview

Contact Centers need information at their fingertips to make vital decisions about queuing, overflows and call routing. Leadership needs to determine when breaks and lunches should be scheduled or to instantly know the status of all queues, interactions and the whereabouts of every agent. The Evolve Contact Suite offers multiple customizable tools for agents, managers, supervisors, and every member of the team to access the functionality they need to offer world-class customer service. Our comprehensive suite of contact center applications will allow your agents and supervisors to enhance call productivity and tackle their most challenging interactions with ease and simplicity.

Agent

Evolve Contact Suite’s Agent console is an easy to use, friendly user interface application that is built specifically to meet the needs of contact center agents and enhance customer satisfaction. This unique tool simplifies communication and provides agents with access to real-time information such as call reporting and queue statistics. It improves workgroup collaboration by providing increased visibility into the phone and availability status of other workgroup members. Also, it enables agents to optimize their handling efficiency and empowers them to make better decisions.

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Evolve Contact Suite’s agent console offers contact center agents the desktop software that they require to be more productive and mobile. It also allows contact center agents to handle voice calls, chat requests, reply to email messages and handle incoming faxes as well as functions such as conference call, transfer, record etc. Our agent application’s slim design offers all of the rich functionalities that you need to improve agent experience without occupying agent’s entire desktop space. The additional features and functionalities provided by Evolve Contact Suite will enhance your agent’s interaction and help you differentiate your customer service.

Benefits:

  • Support Omnichannel Communication and allow your customers to contact you using their preferred channel including phone, email, SMS, web callback, web chat, social media or faxFlexibility to Work from Anywhere
  • Increased productivity, improved communication, and enhanced customer satisfaction
  • Ability to handle all interaction types from a single application including inbound ACD calls, outbound dialer campaign calls, emails, web chat, etc.
  • Better decision making, increased visibility & call handling efficiency
  • Real-time access to agent and queue metrics
  • Slim design that minimizes screen real estate yet offers rich functionality

Supervisor

Evolve Contact Suite’s Supervisor Client provides powerful tools and insights to help contact center leaders improve contact center performance & make business-critical decisions. Our supervisor client allows contact center leaders to actively manage their agents, queues, outbound campaigns, and callbacks. This tool provides contact center leaders with real-time control and visibility of agents and other business processes.

We provide the flexibility to create customized dashboards and reports that help supervisors enhance their agent’s efficiency and improve customer experience. Evolve Contact Suite’s Supervisor Client offers advanced management features such as:

  • Whisper coaching and live call listening
  • Manage callbacks for escalated or abandoned interactions
  • Create, monitor, and manage outbound call campaigns
  • Monitor and change agent’s ACD state
  • Activate / deactivate call recording for supervised agents
  • Temporarily move agents in or out of queues
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Benefits:

  • Enhance business efficiency with access to real-time view of the contact center & individual agent and queue performance
  • Save time & improve business effectiveness with hands on tools to monitor agent’s performance, manage waiting and abandoned calls, and make staffing decisions based on real time KPIs
  • Identify and address operational improvements and best practices based on the built-in reporting and analytics
  • Improve customer satisfaction by handling and assigning abandoned calls to agents to ensure a customer call back
  • Assess your agents interactions by utilizing silent monitor, barge, coaching and providing feedback on call recordings
  • Flexibility to Work from Anywhere