Evolve IP Reviews & Overview

What is Evolve IP?

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.

Company:Evolve IP, LLC

Categories:Contact Center, Phone Systems

Platforms:

Links:App Store, Google Play

Evolve IP Recent Reviews

David

Reviewed on 3 May 2023

Somewhat satisfactory

Overall, our experience with the software has been less than satisfactory. While everything functions, it does not meet our expectations for a high-quality dialing system. We had hoped for a more advanced software package and feel that it is in need of an update.

Pros

One of the positive aspects of this software is that it offers a wide range of options for reporting and complex dialing, which our previous system lacked.
Some of these options work well, improving our overall experience.
Additionally, this software does not remove clients from the queue, unlike our previous system.

Cons

Implementing this software proved to be time-consuming, and there are still unresolved issues that affect its performance.
It is understandable that the company cannot address all the problems simultaneously.
Furthermore, the user interface for call agents and administrators appears outdated.

Richard

Reviewed on 3 May 2023

Terrible service

Overall, my experience with Evolve was extremely poor. It was nearly impossible to reach anyone over the phone for assistance, and when I did, the support staff lacked knowledge and were unable to resolve the issues. They made promises to escalate tickets but failed to follow through, resulting in wasted time for busy business owners like myself. The customer portal provided little help and was not user-friendly.

Pros

The only positive aspect I had with Evolve was that they maintained the services I already had in place with my previous phone company.

Cons

The online portal offered by Evolve was difficult to use, and there was no assistance provided for setting it up.
The lack of customer service and support further compounded the issues.

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