Is your current phone system or advanced hunt group slowing you down? Do you have the appropriate communication channels (e.g. voice, chat, email, etc.) for your customers but they are completely siloed from each other?
A fully unified omnichannel contact center solution that integrates with PBX & Microsoft Teams enables IT and contact center leaders to deliver a superior customer experience and improve agent productivity along with the following benefits:
The pandemic forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward work anywhere users, IT and contact center leaders are looking at better ways to connect agents not only to the contact center solution, but to the critical applications they need to do their jobs.
Evolve IP’s redundant, compliant cloud-based architecture allows customers to interact across any communication channel & enables agents to work productively from anywhere.
Meet your customers where they are and empower your agents to accomplish more with less.
Evolve IP is the only provider that delivers a complete solution for agents and managers that need:
- award-winning omnichannel features,
- secure access to SaaS and legacy applications, and
- integration with the rest of the business via Microsoft Teams;
All from a web browser on nearly any device.
The Evolve Contact Suite’s advanced features provides contact center leaders with powerful real-time visibility and rich operational insights giving them the flexibility to work, hire and manage their agents f rom anywhere. From advanced tools like AI speech analytics to sophisticated reporting to simplified routing via a graphics interface, the solution offers tools that streamline agent interactions and enhance customer experience.
Evolve IP’s platform is designed to deliver all of the features needed to operate a world-class contact center from anywhere including:
- PBX and ACD:
can be deployed in a fully standalone mode or as an ‘overlay’ to your existing phone system (PBX) or Microsoft Teams.
- Omnichannel Interactions:
Communicate with customers using their preferred method - calls, text/SMS, email, web chat and web callback.
- Call Recording & Quality Management:
Record all or some of your agent’s calls and screen interactions, assign tags for QA/workflow purposes, and evaluate agents via custom scorecards.
- Advanced Reporting & Business Intelligence:
Leverage real-time reports in an ad-hoc or scheduled manner, build custom reports & visualizations, and connect operational datasources for a holistic view of your operation.
- Web Agent Client:
Easy to use browser-based application with features and functionalities designed specifically to help your agents be more productive and efficient.
- Real-time and Scheduled Callbacks:
Offer callers the convenience of a callback instead of waiting for an agent.
- Customized Call Flows:
With more dispersed agents, working under tougher conditions than ever, call routing more has become even more challenging. ECS offers a powerful GUI (Graphic User Interface) to easily build advanced routing call flows.
- Speech Analytics:
Using Evolve RECAP, agents and managers can easily identify call sentiment, receive automated notifications, and document, review, and train via multimedia call transcriptions.
- Contact History / Screen Pop:
“Telephony enable” your CRM and business applications or leverage the existing CRM to provide an integrated customer history across all communication channels.
- Business Continuity / Disaster Recovery:
Operate your contact center regardless of technology, power or carrier failures.
- Simple, Concurrent Licensing:
A simple pricing structure that eliminates confusion and cost that improves your return on technology investment.
- Dedicated Team:
Our contact center practice will customize and design the best solution that fits the strategy of your organization
Enhance agent productivity with an easy to use web-based application
Agents operate seamlessly across all communication channels
Easily make real-time call flow changes
Provide real-time metrics to the contact center
Comparing Evolve IP’s Contact Center Solutions
Evolve IP provides two contact center solutions to help organizations improve customer experience and agent productivity: BroadWorks Call Center and Evolve Contact Suite.
The feature comparison below can help organizations find the solution that best meets their business needs.
Simplify and future-proof your technology footprint with Evolve IP
It's nearly impossible to stay on top of every change in technology. Partner with Evolve IP and gain the combined experience of hundreds of technologists, all acting as an extension of your IT team. Helping you do more with less.