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Evolve IP Streamlines In-House Communications Management, Enables Employee Mobility and Improves Customer Service for NEST

April 6, 2016 / Evolve IP

Cloud Services Leader Deploys Unified Cloud Communications and the Cloud Connect Software Defined Networking Service

WAYNE, Pa.—April 1, 2016 – Evolve IP, The Cloud Services Company™, today announced that NEST, a leader in optimizing construction and facilities maintenance management budgets, has cited significantly improved customer service operations through solutions from Evolve IP. Leveraging enterprise-class communications functionality, the company has also noticed marked productivity increases from associates that now have the ability to work remotely.

NEST has nearly 250 associates servicing more than 100 clients, which include retailers, banks, schools, restaurants and more. To serve its customers, NEST associates dispatch third-party Independent Service Providers (ISPs) for tasks such as emergency snow removal and electrical work. NEST arranges the work and handles all logistical tasks, from producing quotes through management and invoicing. This real-time workflow, which is critical to the success of the company, requires a reliable and sophisticated communications system – delivered by Evolve IP.

Previously, with a legacy premise-based PBX, NEST struggled with issues including regular system downtime, excessive on-site PBX management, troubleshooting and patching and limited call center functionality. Frank Chiappine, Call Center Manager, NEST, selected Evolve IP to solve these issues and help ensure the firm’s businesses continuity.

This past winter, Evolve IP’s cloud services were tested heavily when a foot of snow fell on NEST’s headquarters. In times past, the storm would have delivered a major blow to the company resulting with employees unable to reach the office and networks going down – all resulting in less than ideal custom service.

Now with its communications system hosted in Evolve IP’s award-winning cloud, NEST was able to continue operations at a high level, with not one customer call being missed or delayed.

  • Customer calls were instantly routed to its Naples, Florida call center
  • Employees worked remotely using the IP phone systems advanced mobility features
  • The network stayed fully functional while other businesses went down

“I had a vision of 100 percent uptime for NEST, and Evolve IP’s cloud services have delivered,” said Chiappine. “Though many vendors promised seamless business continuity, it was Evolve IP’s unified cloud platform that truly impressed me. We deployed both their cloud-based IP phone system and hosted call center as a completely integrated solution that enabled us to streamline operations across multi-locations as well as to support associates working remotely. The transition to Evolve IP produced immediate benefits for NEST.”

Evolve IP’s Chief Sales and Marketing Officer, Tim Allen commented, “NEST has a well-earned reputation for rapid and reliable service, and we wanted to help ensure that continues. Our unified cloud services, and highly reliable, award-winning platform, play a key role in providing the enterprise-class communications that help NEST associates deliver their industry-leading services.”

NEST also deployed Evolve IP’s Cloud Connect, a software defined network bonding service, of which Chiappine noted, “Cloud Connect distributes calls at the packet versus the session level, which results in great call quality regardless of network issues. Now, with Evolve IP’s Cloud Connect in place, we haven’t had downtime in more than a year.” He added, “In short, our communications system management is so much easier now because Evolve IP takes care of everything – our contacts there know what they are doing and are extremely responsive.”

One of the nation’s fastest growing cloud companies, Evolve IP provides cloud services in virtually every industry including: healthcare, legal, insurance, banking, technology, travel, veterinary medicine, and retail and to some of the world’s most recognizable brands. The company’s Evolve IP OneCloudTM solution allows organizations to migrate multiple cloud computing and cloud communications services onto a single, unified platform including: virtual data centers / serversdisaster recovery, virtual desktops, IP phone systems / unified communications, contact centers, and more.

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