- Deployment:
- Company Size:SML
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- Platforms:
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Details
Evolve IP call center is cloud based: it supports multi-location call centers, provides incredible control and helps businesses to achieve superior performance without having to invest in on-site systems. Evolve IP call center gives agents and supervisors access to a wide range of features designed to make their jobs easier and more efficient. With Evolve IP, call center managers gain greater control and visibility into call center operations through superior reporting features, call recording and intuitive dashboard.
Key Features
Centralized Management: Evolve IP thrives to give management all pertinent information necessary to make critical decisions about queueing, volumes, overflows and call routing. The Call Center Dashboard provides an executive view of operations, on any devices, and gives insights into queue statistics and thresholds in real time. The Supervisor Client help supervisors to manage agents and queues, listen to calls, prioritize or redirect calls, etc.
Reporting: Evolve IP Call Center offers flexible reporting options to meet the requirements of supervisors, management and executives. Queue reports give insights into single or multiple queues activities, and highlights call volume, abandoned calls, service levels, etc. Agent reports throw light on agent performance and behavior. Evolve IP also integrate with Birst for additional business intelligence features.
Control and Extensibility: The OSSmosis Administrator Portal enables managers to update call center routing rules, hours of operation, and call center configuration with just a few clicks, no IT help required.
Features
Deployment
- Cloud-hosted
- On Premise
Features
- API Available
- Predictive Dialer
- Multiple Language
- Social Channel
- Skill-based Routing
- Speech and Text Analytics
Pricing Model
- Monthly subscription per user
- Yearly subscription per user
- Metered per minute
- Monthly site license
- Yearly site license
- Flat fee
- Monthly subscription
- Percentage-based (% of collections or claims)
- Fee-based (fixed $/claim)
- Hybrid (combination of % and fixed amount/claim)
Target Company Size
- Startup
- Small-to-Medium Business
- Enterprise
Service Terms Offered
- Commitment Free
- Free Setup
- Free Cancellation
- Money Back Guarantee
- Month-to-Month Option
- Keep Original Number
- Customizable Plans
- Free In-Network Calls
- Unlimited Minutes
- International Calls
- Reduced Price for Multiple Users
- Account Manager
Mobile Apps Offered
- None
- iOS
- Android
Service Level Agreement
Support Features
- FAQs Section
- Tutorials
- Telephone Support
- Email Support
- 24/7 Support
- Online Chat
- Forum
- In-Person Training
- Social Media
- Knowledge Base
- Webinars
Deployment
- Hosted/Cloud
- On-Premise
- Mobile
Reporting and Analytics Features
- Call Log Reports
- Call Monitoring
- Call Recording
- Scoring
- Database Administration
- Real-Time Analytics
- Automated Reporting
- Voice Analytics
- Ad Hoc Reporting
- Geographical Reporting
- Real-Time and Historic Reporting APIs
- Interaction Analytics
- Customer Satisfaction Reporting
- Multilingual Customer Surveys
- Customer Surveys
- Tickets for Abandoned Calls
- Graphical Reporting
- Reporting Templates, Pre-Built, Ad-Hoc & Custom Reporting
- Quality Monitoring
- Historical Reporting
- Real-Time Dashboards
- OmniChannel Analytics
- Customer Journey Reporting
- Live Call Analytics
- Abandoned Call Analytics
- Reporting Export Functions
- Email Reports
- Latency Monitoring Dashboards
- Coaching/Interaction Review
- Third-Party Data Sources
- Screen Recording
Inbound Calling Features
- Call queuing
- IVR (Interactive Voice Response)
- Speech Recognition
- ACD (Automatic Call Distributor)
- ANI (Automatic Number Identification)
- CTI (Computer Telephony Integration)
- DTMF (Dual Tone Multi-Frequency Signaling)
- Text-to-speech conversion
- Custom Music On Hold
- Unlimited Queuing
- Ring Groups
Social Media Features
- Alerts
- Customer Interaction
- Trend Monitoring
- Integration with social media sites
Outbound Calling Features
- Auto Dialer
- Call List Imports
- Campaign Management
- Outbound IVR
- Multichannel Communications
- Multiple Initiative Management
- Speed Dial
Integrations
- Salesforce
- SugarCRM
- InfusionSoft
- Microsoft Dynamics CRM
- TeamSupport
- MHelpDesk
- Zendesk
- Pardot
- Act-on
- Spiceworks
- Netsuite
- Oracle Marketing Cloud
- Freshdesk
- Zoho CRM
- iseek.ai
- Vantage CRM
- Uservoice
- SnapEngage
- Now
- Pipedrive
- OnePageCRM
- Olark
- Nimble
- LiveChat
- Kustomer
- Intercom
- Infusionsoft
- Highrise
- Help Scout
- Front
- Contactually
- DEVone
- Bullhorn
- SAP
- ServiceNow
- Microsoft Teams
- Oracle Service Cloud
- Salesforce Desk
- Facebook Messenger
- Netomi
- Simplr
- Tethr
- Thankful
- Delighted
- Typeform
- Calendly
- G Suite
- Google Calendar
- Calabrio
- Slack
- MailChimp
- Asana
- Hubspot
- Stripe
- Playvox
- Medallia
- TurnTo
- Call Analytics
- Argyle Time
- APIs
- Microservices
- Webhooks
- Okta
- Microsoft
- Workbooks
- Lotus Notes
- Goldmine
- ConnectWise
- Act!
- G-Suite
- MS Office 365
- Microsoft Outlook
- Custom Databases
- Salesforce Service
- Salesforce Sales
System Management Features
- Forecasting
- Scheduling
- Call Scripting
- Coaching Tools
- Virtualization
- Web-based Administration
- Heads Up Display™ (HUD) Mobile App
- Heads Up Display™ (HUD)
- Data Backup
- Continuous Upgrades
- Conference Bridge
- IP PBX
- Centralized Administration (for Agents)
Security/Compliance Features
- Encryption
- Data masking
- Open ID
- RBAC (Role Based Access Control)
- Form-based Authentification
- SAML 2.0 (Security Assertion Markup Language)
- Custom Single Sign-In
- Physical Data Center Security
- Secure Socket Layer (SSL) Connections
- SOC 2 Type 2
- TCPA
- PCI Level 1
- ISO/IEC 27001 Compliance
- National DNC Compliance
- Single-Sign-On
- IP Whitelisting
- NIST
- OWASP
- TruSTAR
- BitSight
- OSP
- National Cyber Security Centre
- Cyber Essentials
- NATIONAL Secret
- EU Secret
- NATO Secret
- CSA STAR
- CSA
- IAPP - Bronze Member
- Privacy Shield Framework
- McAfee Enterprise-Ready
- SOC3
- SOC2
- ISO 22301
- GDPR
- Active Failover
- HIPAA
- SOC Type 1
- AES 256-bit
- TLS v1.2
- PCI DSS
Recommended Whitepapers
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