Evolve Contact Suite Addresses Demand for Customer Interactions across Social Media, Text, Web Chat and MoreWAYNE, Pa.—June 26, 2017 – Evolve IP, The Cloud Strategy Company™, today announced the release of Evolve Contact Suite, a comprehensive multi-channel solution for its award-winning contact center. The suite delivers significant new capabilities and customizable, integrated tools that contact center managers need to create outstanding customer experiences, optimize agent productivity and drive insight-based business intelligence decisions. The Evolve Contact Suite is uniquely positioned in the market with its capability to be deployed on top of a customer’s current phone system or be seamlessly integrated with Evolve IP’s hosted PBX and unified communications solution.The capabilities and tools address multichannel interactions, deliver improved customer care and increase upsell/cross-sell opportunities with:
- The ability to better serve customers through multi-channel interactions. Today’s consumers seek service and support across multiple channels and through various mobile and desktop devices. Evolve Contact Suite enables businesses to communicate with customers in their preferred channel, including social media, text/SMS, email, web chat, web callback, and phone.
- The delivery of a comprehensive contact history across all channels and interactions. A customer may begin corresponding via text, then move to web chat and call later in the day to confirm details. Evolve Contact Suite delivers an integrated communications history, helping agents deliver informed, efficient customer experiences, fully integrating with CRM solutions and other business applications already in use by the enterprise.
- The capability to build advanced call flows via a visual workflow tool for self-service applications, data-driven routing, and personalized customer interactions. Evolve Contact Suite’s intuitive graphical interface makes workflow changes easy, removing cumbersome manual processes. The visual workflow tool helps contact center managers better prioritize calls to the most qualified agents at the right time to improve service levels and increase sales opportunities.