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Contact Center as a Service (CCaaS)
What Is Contact Center as a Service (CCaaS)?
Evolve IPs omnichannel contact center provides organizations with a sophisticated, cloud-based service that delivers real business value. Their advanced features provide contact center leaders with real-time control and visibility of their agents along with rich operational insights. Leverage Evolve IPs cloud compliant architecture for enterprise-grade business continuity while enabling customers to interact across any communication channel with agents operating from anywhere.
Who Uses Contact Center as a Service (CCaaS)?
Call center with Omnichannel needs, Multi-location call center, Call center with seasonal needs, Call center with agents working from home, Call centers that are moving or experiencing growth
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Contact Center as a Service (CCaaS)
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Reviews of Contact Center as a Service (CCaaS)
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.
