Contact Center as a Service (CCaaS) Reviews

IP Phone System at its Best

Comments: One of the best Phone systems you can get for the money.

Pros:

Very User Friendly, Amazing Support , Not many distrubtion of services. Guaranteed uptime SLA's as long as you have uptime on Internet

Cons:

Not much to not like. The system could be more automated in some cases but it gets the job done as needed

Relyance Bank Survey ECS

Comments: With in the first few months of going live we experienced 2-3 outages that impacted our customers' ability to reach us. More recently things have stabilized, but we had a rough start.

Pros:

We used 8x8 before, so we were happy that Evolve ECS had all the same features we needed. The pricing was much better than 8x8 and the Support has been 100x better. We had significant struggles with 8x8 Support, even at the management level.

Cons:

The tool set for administering ECS is extremely difficult to navigate. It seems to be built on older technology. We also have to use multiple different username and passwords to manage the full suite of products.

Potential...

Comments: Customer Service will assist but often after escalation to a Tech or ore knowledgeable rep. Functionality is acceptable for the most part. I believe the system has potential to do exactly what we need it to but I would like to be able to make the adjustments personally rather than opening a ticket. If a ticket is resolved, for something I have the capability of doing, I'd like to be taught how to do it, so I am aware how to manage the problem, should it recur.

Pros:

Reporting Capabilities. Potential. Monitoring Wallboard

Cons:

Not very user Friendly. Quirky. Issues with things, like lingering "ghost" calls,that happen without full explanation.

Great Functionality, A little complicated

Comments: Overall, I am very happy with Evolve IP Call Center. It allows for smooth, efficient call handling, and I think its strengths definitely outweigh it's weaknesses. There are few to no dropped calls, and when paired with a skilled operator, it provides a great customer service experience.

Pros:

For me as a call center operator, it is very easy to make transfers and handle multiple lines simultaneously. I appreciate how easy it is to make transfers, hold one line, the other, or both, and make callbacks. The virtual hold feature allows for better answer rates and higher customer satisfaction. Last, it is easy to relocate or minimize the tabs for the call center software, making it easy to navigate other web pages while handling calls.

Cons:

The design is not very intuitive; it takes a while of using the software to understand how to use it. It also lags sometimes, which *can* cause calls to bump from one agent to the next. I have heard that the supervisor view uses a lot of RAM, and therefore is prone to freezing up or not working as it should; however, I have not experienced this personally. The call center where I work does not use their recording feature (for rights and responsibilities) because it cannot (yet) be paused; I have heard that this is under development.

Great Features and easy to use

Comments: When we first switched to the call center software, the agents were apprehensive to learn something new. They thought it would be too difficult, slow them down, and be a burden. 1 month into it and they were all saying they don't know how they lived without it, and that it is so much easier than the old way.

Pros:

We like how much easier it is to do everything on the computer instead of the phone. Thank you for providing a software solution that is easy to use and makes the process simple and trackable.

Cons:

The least favorite part about the software would have to be that the numbers reported to the agents in "real time" do not match the numbers that are pulled on the back end. Not a huge deal for us because we rely on the tracking on the back end which is correct.

Sometimes very reliable, sometimes not

Comments: Overall, we had hoped for a better product. Everything works, but not the way we want it to work. We expected a high quality dialing system. Instead we've received a software package that is more than ready for an update.

Pros:

Our previus dialing system had not so many option for reporting and complex dialing. This software has al these option. Some of them work well. Besides that this system doesn't remove clients from the queue. Our previous system did unfortunately...

Cons:

It cost us a lot of time to implement this software. There are still things that aren't working well right now. Unfortunately, the company can't solve all the problems at once. One last thing: the user interface, for call agents and adminstrators aswell, looks outdated.

Wasn't the Right Phone Platform for Us

Comments: I'm sure it would work great for some users and companies, but it didn't entirely meet our needs or expectations. Ultimately, both sides agreed it was best to move on.

Pros:

There wasn't a lot that we really liked about this platform. It mostly functioned as a phone system for the year that we had it, but it wasn't right for us.

Cons:

The support was not great. I think they did try to provide good support, it just usually fell short for us. The unified communications app was not very good and had some issues. The website was very bad for most of the time we used it. They did upgrade it toward the end of our time using them, but it still fell short of other platforms we tested or what we now use. We think ultimately the company and product didn't head in the direction we were lead to expect and deadlines were frequently overstated and missed.

Call Center Review for Evolve

Comments: Overall, the experience has been great. The call center functionality is wonderful and there are a slew of features available for most environments. The support from Evolve IP is really industry best as every person I have had the pleasure of working with has been competent and extremely helpful.

Pros:

The functionality and support from Evolve IP using their call center as well as the value are more than enough reasons to make the switch.

Cons:

There is a slight learning curve navigating the software but like any new software, this is to be expected.

Service review

Pros:

I love the agent and supervisor portal, and the ease of use. Reporting is very robust as well

Cons:

originally, i didnt like the tech support, but that has come around to being quite good now.

Helping business productivity everyday

Comments: We are in the insurance business where timely posting of payments and response to inquiries is a business necessity and Call Center is an essential tool.

Pros:

I use Call center meeting room, IP telephone and advanced scheduling and call forwarding system everyday so as to be able to respond to tickets 24x7.

Cons:

I'd like to do self care and a lot of self care items are in the admin and I have to ask the admin.

EvolveIP review

Comments: EvolveIP has been very easy to work with. Changes to our agreements are very simple and support always follows up with open items.

Pros:

This company is very easy to work with. Response times are almost immediate and they are great at follow up.

Cons:

At first I was a little skeptical as I had not worked with many other hosted companies, however in a very short time my uneasiness went away.

Has gotten more complicated

Comments: While technicians are always pleasant to deal with and willing to help, I find that it usually takes many calls in to get issues or changes or additional lines set up.

Pros:

Queue is simple and easy for agents to use, accessing custom reports on demand through Broadworks is very helpful

Cons:

Recent changes have made independently managing changes to our account almost impossible. It is no longer intuitive and requires many calls to the company to get issues resolved.

Worst Service Ever

Comments: The overall Experience with Evolve was beyond poor. It is impossible to speak to anyone over the phone about issues and when you do they are not knowledgeable or able to help you fix your issues. They make promises to "escalate" your tickets but then sweep them under the rug and never call you back. So you have to start all over again the next day wasting hours of busy business owners time. The customer portal is a joke.

Pros:

The Pro's were only the thing I already had in place before Evolve took over my existing phone company.

Cons:

The online portal is impossible to use and there is no help to set it up. No Customer Service or Support.

Great tool to use

Comments: we used it for a few years with no issues. manager was able to jump on calls to listen for training and could get tons of useful stats from the reports.

Pros:

software was easy to learn. had a lot more features then the software we used previously

Cons:

there was a lot of features and showing the folks how to use it was the worst part. not cause the software but more the users having a million questions that they already asked.

Hard to understand

Comments: When I was taught by provider they explained everything almost too thorough and it confused me. Overall it was simplified and it is now easy to teach. It's a very up to date and useful.

Pros:

I like the click to call options. I like the fact that users can easily see their stats for the day. I also like that you have a section where you can store contacts.

Cons:

What u disliked was information for the call the user is on doesnt show up automatically. I also dont like the fact if your on monitor mode you cannot hang up the user call. I do not like that ANIs dont automatically change with the phone numbers.

it was easy for the call center and the manager to see the work flow each agent was doing.

Comments: it was a lot better then the old outdated software we were using and it was a lot more customizible.

Pros:

Our agents found it easy to use and navigate. Our call center manager enjoyed being able to customize reports for the specific data they were looking for.

Cons:

We were unable to load multiple recordings that we use for holidays, office closed, and so forth so we had to switch it for different events instead of it being able to auto switch without changing the wav file.

Call Center success

Pros:

Ease of use for end users and administrators.

Cons:

Admin console could be improved. Currently needs a bit more work.

IT Review

Comments: The support team at Evolve IP is very good and usually resolves cases within an hour.

Pros:

The admin console is fairly easy to use and adding users is fairly straight forward.

Cons:

Users are not provided with an easy to access method of resetting their passwords. Additionally, some features are only accessible by customer support so some administrative actions you might want to take require a call to their support team.

Wonderful experiences every day.

Comments: The tools available help us monitor our call service very efficiently. Creating our top priority an easy task, which is making our customers happy.

Pros:

It's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.

Cons:

It's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.

Could use improvement

Pros:

The software allows me to connect to co-workers at various sites. The company that I work for has more than 13 sites throughout Philadelphia.

Cons:

It lacks a few things such as modern emojis, boardrooms, and it still has status updates.

Customer Support is best part of evolve ip

Pros:

Easy to use, instant update all features and functionally makes call handling easy. all over Quality of software is awsm

Cons:

No cons as per us but only thing i dont like is default voice message recording system and answering services should be included

My experience has been excellent!

Comments: Ease of use!

Pros:

Ease of use! Really very intuitive. Everything is spelled out clearly and compared to other software, I am always glad to see something that makes it quick and easy!