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Resource Library

Looking for more information on our products and services? Welcome to Evolve IP’s resource library. Here you’ll find a variety of resources including white papers, webinars, case studies, data sheets, and more.

Survey Leaks

Call centers are undergoing a period of rapid change that is driven by a number of technological and demographic transformations. Millennials, and to some degree Generation ’X’, desire to communicate with organizations electronically driving adoption of new agent channels. Businesses, still wary of the recent recession, are looking to reduce costs and improve scalability and flexibility. Meanwhile, new technologies and software are allowing call center leaders to turn massive amounts of data into actionable intelligence.

Evolve IP’s 2016 survey of 168 North American Call Centers has declassified the numbers behind these changes and uncovered key insights into call center trends including:

Intelligence needed…

“How can I help you?” This phrase is a common opening for contact center agents when a customer calls. However, based on the results of the survey, it’s also the question call center leaders are asking their management teams. The result is an increased drive and focus on business intelligence, cost reductions and productivity.

Of particular interest though was the fact that while call center leaders desire deeper analytics and more reporting, they struggled with integrating other applications that could turn data in to wisdom and did not place an investment priority on business intelligence services.

Defectors…

A not so top secret piece of information to come out of the survey was that call center leaders are seriously considering defecting to the cloud. In fact nearly 8 out of 10 plan to evaluate a cloud solution in the future. The main drivers behind that evaluation are business continuity and disaster recovery, lowering costs and the ability to quickly and easily scale.

If they make the move they will likely find themselves in good company. As a newer technology that is able to take full advantage of application delivery and integrations, cloud call center respondents were happier than on-premises survey takers reporting fewer issues with their services almost across the board.

Under Surveillance…

Having agents out in the field and working-from-home holds great promise for organizations and certainly, some call centers have been able to implement a program leveraging new technologies.

However, for others the program is one that is discussed only in private, seemingly without hope of a green light. The hurdles for implementing a work-from-home program mostly center on trust, agent isolation and a lack of monitoring. Without an answer for those issues executive approval will be hard to come by.

One operation that seems to have gotten executive approval is the implementation of multi-channel solutions and the hiring of agents that are able to work both sides of customer interaction channels (voice and non-voice/electronic like email, chat, social media, etc.).

Nearly 6 in 10 call centers now support multi-channel and the number of agents expected to support working multiple channels at the same time is expected to grow.

Other analysts agree. In fact, Dimension Data’s 2015 survey found that 35% of contact methods were non-voice (email, social media, chat) and that in two years time it would overtake voice as the primary communication method. View the survey at: http://bit.ly/DimensionData2015

Call Center Challenges

“Data in Deep Cover”

Agents input huge quantities of data into a variety of systems. It’s data that could be turned into significant business intel, yet for most organizations it remains in deep cover; essentially encrypted except for the occasional report ‘hacks’. The lack of actionable knowledge from this data can be found in both the absence of call center / agent analytics, as well as with a shortfall of customer insights.

In fact, when we asked respondents about their biggest call center challenge the number one response was insufficient reporting and analytics. 22% of survey takers found this issue to be “very to extremely challenging” and another 4 in 10 found it “challenging”.

The second biggest challenge faced by call center operations was improving agent productivity where 17% noted it as “very to extremely challenging” and another 32% felt it was “challenging”. And in the age of budget cuts, cost reduction was running close behind as a key challenge. 16.5% agreed that finding ways to reduce costs was “very to extremely challenging” with three in 10 noting it as “challenging”.

There were several areas that survey respondents felt weren’t significant challenges. 67% felt that addressing regulations and compliance was “not at all” or “slightly” challenging. Similarly, just over five in 10 felt that enabling agents to work remotely and outdated technologies weren’t a significant concern.

“Going Dark ”

In the world of spies going dark means going silent – generally to protect yourself from potential harm. For a call center however it can equal disaster; causing significant amounts of immediately lost revenue and, perhaps even worse, frustrated customers with a decreased lifetime value. Unfortunately “Going Dark” isn’t uncommon. In fact, 6 in 10 call centers reported downtime of their telephones or call center technology in the last 12 months.

Perhaps more alarmingly 1 in 5 (21%) noted they were dark for between 6 and 30 hours and an unfortunate 5.5% were down for 31 hours or more. 1 in 3 experienced a loss of operations from between 1 – 5 hours.

For call centers that went down for a significant amount of time one solid option would be to enable agents to work from home. However, just over half, 53% of survey respondents, indicated that their agents were able to be fully functional from home.

Investment Priorities

“Top Gadgets for 2016”

When call center leaders put their budget request in for this year it wasn’t for the latest ‘gadget’. In fact, the procurement department probably found itself looking at requests for integration instead of handsets with the latest widgets.

According to the survey respondents the top 3 investment priorities for 2016 are:

  • Customer Relationship Management (35%)
  • Customer Satisfaction Surveys (34%)
  • Workforce Management (28%)

Interestingly, while the top 2 priorities are designed to provide significant amounts of business intelligence, the actual investment in BI reporting tools was quite low with just 13.5% noting it as a priority.

Further complicating this approach we asked businesses to identify capabilities that delivered “significant business value”. Two of the top 5 capabilities indicated by respondents tied directly to business intelligence including:

  • Combining contact center and operations metrics to create business intelligence (54%)
  • Integrating the phone system with business applications (52%)

While the need has been recognized and the value is apparently understood, the investment in tools that provide the integration and reporting is lacking. We believe this represents an area of significant value to contact centers and contact center business intelligence providers.

Rounding out the top 5 features and capabilities, respondents noted that the following have the most value:

  • Quality Management with Agent Scorecards (57%)
  • Workforce Management (52.5%)
  • Post call surveys and SMS/Text messaging as an interaction channel (32%)

Interestingly, SMS/Text messaging was also viewed very negatively with about 1 in 4 respondents noting the capability as “pure hype”. Other weak offerings included “Video as an interaction channel” where 40% noted it as “pure hype” and speech and text analytics – cited as providing little business value by 18% of respondents.

2016_CallCenter_06242016-8The optimal call center is not only one that effectively routes calls, manages multiple contact points and enables workforce management, it is one that drives insight and real value throughout multiple business units. To best understand how that can happen you need to imagine that information is tiered into three categories: data, knowledge and wisdom.

1) DATA: As one of the major focal points of customer interaction, contact centers are rich with data. They are taking names, reporting details and (hopefully) sharing information in some form of CRM. It is also, unfortunately, the tier where many (if not most) call centers stop adding value to the business.

2) KNOWLEDGE: For more advanced call centers, managers begin analyzing data and start reporting trends. Or perhaps more likely, they are answering questions from management about the real-time realities of the business. How happy are our customers (NPS)? What products are getting returned the most? Where do we have service delivery issues? With the right system and reporting in place, call centers can add knowledge and be a great business partner.

3) WISDOM: When you take knowledge, marry it to other business data points and proactively drive business decisions you’ve moved into the wisdom tier. This should be the goal of a call center and ultimately leaders here will not only advance their call center practice, they will directly influence the long-term strategic success of the business. It is also, as evidenced in the survey’s results showing struggles in systems integration, the hardest tier to accomplish. When evaluating a cloud services call center be sure to have them demonstrate how their system will help you deliver wisdom to your organization.

Evolve IP offers an advanced Business Intelligence (BI) system called the Evolve IP Analyst that delivers accurate, and actionable analytics in an intuitive, self-service environment. Evolve IP Analyst includes pre-populated reports and data from the Evolved Call Center, and allows users to integrate data from different source systems to get answers to pressing business concerns in near real time.

Evolve IP analyst will help organizations whether they need to visualize data; prepare, integrate and model data; or simply access easy-toread, graphical reports on the road. All components of Evolve IP Analyst are tightly integrated and available through a single interface, assisting organizations in making wisdom-driven decisions.

2016_CallCenter_06242016Cloud Call Centers

The Cold War

Behind the scenes in many call centers a cold war has been bubbling between cloud call centers and premise-based systems. Based on the findings of the survey the wall has fallen and we are looking at a period of quick assimilation.

2016_CallCenter_06242016-9Today 30% of respondents are in a cloud-based call center and 70% are on-premises but that looks to change dramatically in the coming years. We asked all respondents why they felt call centers are moving to the cloud and the top responses were:

  • Improved business continuity / disaster recovery (60%)
  • Lower total cost of ownership (49.5%)
  • The ability to scale up and down (43%)
  • Getting new features / upgrades without additional investment (37.5%)
  • The ability to easily integrate with other systems and applications (35.5%)

We then asked what the major concerns were about moving to a cloud call center. The top responses were:

  • Reliability / Uptime (52.5%)
  • Security (46%)
  • Quality of Service / call quality (40%)
  • Loss of control (37.5%)
  • Internal ability to administer the system (34.5%)

The set up was now complete and we asked users of both cloud and on-premises systems what their actual challenges were. Overall, cloud call centers significantly outperformed on-premises based systems with 65.5% of cloud call centers citing no concerns compared to just 46% of premises based systems.

2016_CallCenter_06242016-10So where did cloud call centers outperform premises systems? It was pretty much across the board. The largest difference was in “Integration” where 31% of on-premises users noted it as a challenge. This compared to just 8.5% of cloud based systems. Poor hardware was also noted as a concern by 9.5% of premises-based call centers compared to just 3% of cloud call centers. We would caution however that this is likely due to the aging premises based systems and the relatively newer cloud systems that have significantly less on-site hardware.

Perhaps most interestingly, when looking at the top three issues experienced by both sets of call centers, hosted services outperformed or statistically matched premises-based systems.

• Uptime was noted as an issue by 15% of premises systems compared to just 7.5% of cloud call centers.

• Security was noted as an issue by 15% of premises systems compared to 8.5% of cloud call centers.

• Poor quality of service / call quality was a statistical tie with just 8.5% noting it as an issue for cloud call centers and 7.5% reporting it as an issue for on-premises systems

2016_CallCenter_06242016-11Maximizing Agents

Organizations in our survey are clearly looking to improve efficiency and productivity and to get there they are placing more operatives in the field. When we asked what was keeping agents from being fully functional in the field (e.g. working from home) 40% indicated that they were unable to get leadership approval. Not surprisingly, and likely tied to leadership approval, was a lack of agent monitoring technology as cited by about 1 in 3 respondents. Insufficient hardware and software, along with a lack of teleworking policies were also key reasons keeping organizations from implementing work-from-home agents.

Rogue Agents?

Business leaders that don’t want to give leadership approval to enable WFH agents aren’t the only ones concerned about those workers. Respondents themselves have worries about what agents do when they are off the grid. The main concerns are:

  • Inability to properly monitor agent activity (40%)
  • Agent morale / productivity (40%)
  • Protection of confidential / proprietary information (32%) • Having the right technology in place (32%)
  • Technology support (25.5%)

Double Agents?

Multi-channel solutions that handle applications like chat, email, fax, SMS and social media have gained significant traction in the past several years. In fact, the majority of respondents (59%) now have a solution in place.

To take advantage of these solutions many call centers are now deploying double agents (aka blended agents) – those that are available to answer both voice and non-voice channels. Those agents are now used by 50.5% of survey respondents. However these double agents are not universally used in a call center. In fact, of those deploying these select agents, 1 in 5 have less than 10% of their team handling both channels while just 8% have enabled 100% of their staff.

Of those not blending voice and non-voice channels 1/3 cited their decision as strategic in nature and about 1 in 4 noted that non-voice interactions were handled by specific agents. 29% noted that their technology didn’t support the initiative

The Operation

This blind, web-based survey was conducted by Evolve IP during April of 2016 featuring 168 respondents in North America who are directly involved in the operations of their organization’s call center. 81% of the respondents came from companies with a focus on business services while 19% were from the not-for-profit, education and government sectors.

Persons Of Interest:

  • 38.7% are Managers
  • 26.8% are Directors
  • 16.7% are Vice Presidents
  • 9.5% are Supervisors
  • 8.3% are C-Level

Number of agents in the field:

  • 38% had between 1 and 25 agents
  • 25% had between 101 and 1000 agents
  • 24% had between 26 and 100 agents
  • 13% had 1001 or more agents

Sleeper Cells:

  • 37.5% of respondents had 1 office location • 26% had between 2 and 19 offices
  • 6.5% had more than 20 locations

The survey is part of ongoing research into Cloud adoption trends by Evolve IP. Click below to download the PDF version.

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The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

 
 
What Our Clients Say
  • “High-level technology, better compliance, cybersecurity, and communication capabilities are expected of all providers of financial services, regardless of size. With the rate of change and costs involved, it is difficult for any size credit union to keep pace. So when we were looking for a cloud technology partner, we emphasized the need to provide to our members with technology solutions that help them compete with larger banks and financial institutions, at a cost they can afford. Evolve IP offers all that, plus broad financial services industry experience and a pedigree of providing first-rate service to support growth and continually enhance the entire member experience.”

    David Frankil, Chairman of the NJCUL Services Corporation and President/CEO of the New Jersey Credit Union League

  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

    Watch Testimonial

  • "Evolve IP has been a vendor partner that has grown with us, that has helped us, and that you know stands by us and stands by their word."

    Watch Testimonial

  • "I was a bit of skeptical because I've been told that by sales guys before...but you've all came through on every one of their promises and not only that, but even throughout our subsequent years of working with us as partners, you’ve stepped up to the plate whenever we needed something and provided a helping hand"

    Watch Testimonial

  • "…we were assigned a project manager for our implementation they weren't just force-feeding one process down. they listened, they work with us, they adjusted schedules and they held our hand every step of the way…"

    Watch Testimonial

What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.

Gartner

We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.

HITRUST

Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.

HIPPA

The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.

Forbes

While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.

Inc.

Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.

CSA STAR

Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype, Salesforce.com, YouTube, Palo Alto Networks and eBay would change the way we live and work.

Entrepreneur

Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

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WAYNE, Pa. - June 25, 2019 - Evolve IP®, The Cloud Strategy Company™, today announced the availability of the Evolve IP OneCloud Desktop, the next generation of its highly acclaimed Desktop-as-a-Service (DaaS) solution.…
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UCToday's Rob Scott, highlights his experience at the annual partner event for thevoicefactory last week. Our very own Guy Fardone took the stage to discuss the exciting opportunities available in…
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UCToday recognizes Evolve IP’s unique collaboration approach to unified communication. Our very own Scott Kinka offers a look into what we're currently up to at Evolve IP, M&A growth direction,…
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