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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
Pricing Model
- Monthly subscription per user
- Monthly subscription
- Yearly subscription per user
- Monthly site license
- Yearly site license
- Metered per minute
- Flat fee
- Percentage-based (% of collections or claims)
- Fee-based (fixed $/claim)
- Hybrid (combination of % and fixed amount/claim)
Service Terms Offered
- Commitment Free
- Free Setup
- Free Cancellation
- Money Back Guarantee
- Month-to-Month Option
- Keep Original Number
- Customizable Plans
- Account Manager
- Free In-Network Calls
- Unlimited Minutes
- International Calls
- Reduced Price for Multiple Users
Mobile Apps Offered
- None
- iOS
- Android
Mobile friendly?
- Yes
- No
Service Terms Offered
- Commitment Free
- Free Setup
- Free Cancellation
- Money Back Guarantee
- Month-to-Month Option
- Keep Original Number
- Customizable Plans
- Account Manager
- Free In-Network Calls
- Unlimited Minutes
- International Calls
- Reduced Price for Multiple Users
Support Features
- FAQs Section
- Tutorials
- Telephone Support
- Email Support
- 24/7 Support
- Online Chat
- Forum
- In-Person Training
- Social Media
- Knowledge Base
- Webinars
Reporting Features
- Call Logging
- Monitoring
- Call Recording
- Scoring
- Database Administration
- Real time reporting
- Automated Reporting
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
- Skill based routing
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
Integrations
- Salesforce
- SugarCRM
- InfusionSoft
- Microsoft Dynamics CRM
- TeamSupport
- MHelpDesk
- Zendesk
- Pardot
- Act-on
- Spiceworks
- Netsuite
- Oracle Marketing Cloud
- Freshdesk
- Zoho CRM
System Management Features
- Forecasting
- Scheduling
- Call Scripting
- Coaching Tools
- Virtualization
- Up time assurance
Security/Compliance Features
- Physical Data Center Security
- Secure Socket Layer (SSL) Connections
- SSAE SOC 2 Type II Certified
- TCPA
- PCI
- ISO/IEC 27001 Compliance
- Encryption
- Data masking
- Open ID
- RBAC (Role Based Access Control)
- Form-based Authentification
- SAML 2.0 (Security Assertion Markup Language)
- Custom Single Sign-In
- National DNC Compliance
Service Level Agreement
- Yes
- No
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