Evolve IP’s Contact Center Solution

Product is currently in Controlled Release phase.

Evolve IP’s omnichannel contact center provides organizations with a sophisticated, cloud-based service that delivers real business value. It provides your contact center managers with more control and deeper insight into operations that can’t be achieved with cumbersome on-site equipment and systems.

By establishing a single, cloud-based contact center businesses can easily streamline operations and maximize staffing. Managers can experience unparalleled control and visibility into their virtual contact center ecosystem through advanced features such as reporting, call recording, exclusive dashboard and Ossmosis administrator tools. With a cloud-based contact center such as Evolve IP’s, businesses can integrate with multiple CRM applications, personalize interactions for each customer and deliver a world-class customer service. Leverage Evolve IP’s redundant and compliant cloud architecture to enable business continuity while also unifying multiple locations and remote agents on a single, integrated platform.

Features & Benefits

Evolve IP’s platform is designed to deliver all the features needed to support a world-class contact center including:

• Security & Compliance: ensure you meet HIPAA, ITAR, PCI, SOC 2 and related compliance requirements with a platform that has passed rigorous regulatory audits
• Omnichannel: communicate with clients using their preferred method – calls, text/SMS, email, web chat, web callback, and social media.
• Call recording & Quality Management: Record all or some of your agent’s calls and screen interactions, assign tags for QA/workflow purposes, and evaluate agents via custom scorecards.
• Reporting & Business Intelligence: leverage real-time reports in an adhoc or scheduled manner, build custom reports & visualizations, and connect operational data sources for a holistic view of your operation.
• PBX and ACD:we provide a fully integrated solution or leverage your existing PBX.
• Contact History / Screen Pop: “telephony enable” your CRM and business applications or leverage the existing CRM to provide an integrated client history across all communication channels.
• Work from Anywhere: allow your agents and supervisors to operate from any location without any loss of functionality.
• Real-time and Scheduled Callbacks: offer callers the convenience of a callback instead of waiting for an agent.
• Visual Call Flows: visually build advanced call flows that offer self-service applications, data-driven routing, and personalized client interactions.
• Business Continuity / Disaster Recovery: operate your contact center regardless of technology, power or carrier failures.
• Simple, Concurrent Licensing: a simple pricing structure designed for contact centers eliminates confusion and cost that improves your return on technology investment.
• Dedicated Team: our contact center practice will customize and design the best solution that fits the strategy of your organization and is available any time you need them.
• Reduce management headaches: control your configuration and users around the world from our award-winning OSSmosis portal

Contact Center Seats:

ECS Agent 

The Evolve Contact Suite Agent Client is an easy to use application built specifically to meet the needs of contact center agents. It provides agents the features and functionality required to be productive in a omnichannel contact center.

• Respond to incoming voice calls, chat requests, & email messages
• Place calls and initiate internal chat sessions.
• Consult while placing an interaction on hold, transfer interactions and perform conference calls and chats by inviting other parties such as supervisors, other agents and external parties to join the interaction.
• Record on demand voice interactions.
• Handle Multiple Interactions at the same time, via Load Allowances

Call Recording is not included with the seat type and would be considered an add-on to the agent license.

ECS Supervisor 

The ECS Supervisor seat includes:

• Supervisor Client
• Reporting
• Basic Call Recording Management
• ECS Wallboard
• Includes Agent License with all omnichannel options
• Inbound Calling

The Supervisor client supports quality monitoring, such as coaching via whisper, track and report on all abandoned calls, call back scheduling and handling, monitoring and managing campaigns, and managing the DNC (Do Not Call) List.  Call Recording is an additional add-on to the ECS Supervisor seat.

Pricing

Business Rules

Unified Solution

• $1000 minimum monthly recurring revenue on the account OR 40 seats of Hosted PBX and 25 Contact Center Agents
• ECS & Broadsoft Call Center CANNOT be implemented in the same enterprise (see below for details)
• Every user must be given a Broadsoft seat when utilizing the Unified Solution
• Net New Customers only.  ECS will be considered for existing customers only when up for renewal and will be considered on a case-by-case basis.

Overlay Solution

• $1000 minimum monthly recurring revenue on the account OR Minimum of 25 Contact Center Agents

Broadsoft Call Center & Evolve Contact Suite

• For both new and existing customers, Evolve IP will only deploy and support one platform.  Sales and Sales Engineers should make it clear to customers that we do NOT deploy both ECS and Broadsoft contact centers for the same account.
  • EXCEPTIONS:  There may be a migration path which allows customers to move departments from Broadsoft to ECS that needs to take place over time.  There may also be trial seats on ECS to evaluate the solution while Broadsoft call center is running production.
• Evolve IP properties- wallboard, dashboard, business intelligence/ reporting, workforce management integration, IVR, SMS Gateway, and more are all designed to work with both platform, BUT they are NOT designed to work with both platforms in one enterprise.

Resources

ECS Datasheet

ECS Dialer Datasheet

ECS Network Prerequisites

ECS Client Workstation Requirements

ECS Awareness Guide