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

Competition

“Consider Evolve IP if you want multichannel functionality for price-sensitive small or midsize contact centers, either for stand-alone deployments or in conjunction with the company’s UCaaS offerings.” – Gartner Magic Quadrant

Gartner recognized what sets ECS apart from our competitors – competitive pricing and the ability to sell our solution as an overlay or unified offering.

Below are key points to consider when talking about our competitors and what differentiates ECS.

• Complicated Pricing & Contract
• Pay for Support
• Less Flexible Solutions for Sizing Ports & Concurrent Calls
• Over the Top creates Complexity with Call Routing
• Only Overlay (Not Unified) Contact Center Solution Available.
• Does Not Offer a Single Platform for CCaaS, UCaaS etc.
• Does not allow Scalability into Different Cloud Solutions
• Multiple Hidden/Junk Fees

Competitor Resources:

inContact:

inContact Battle Card

Strengths:

• Strong brand recognition in the CCaaSspace especially for midsize solutions.
• Access to great amount of corporate financial assets & to a global sales network.
• Strong channel partnerships with telcossuch as AT&T and Verizon, as well as UCaaSproviders such as Fuze, RingCentral and Vonage.

Weaknesses:

• Per seat cost is 30-40% higher than Evolve IP’s per seat cost
• Queuing limited to # of agent licenses. This limits the number of interactions offered. Evolve IP provides triple the amount of capacity.
• Hidden/Junk Fees:
  • Additional cost for more than 3 service calls.
    • Price only includes 3 web service calls to a CRM for either a ScreenPopor Dynamic Call Routing. Evolve IP -24×7
  • Pay for Support
    • Customers need to purchase $1,500/month support package for 24×7 support and 12×5 on-demand support ($75 per 15 minutes with 3 hours included per month). Evolve IP –24×7 & no charge
  • All calls need to be routed to, then back from the inContactdata centers, at a per minute cost basis. This results in‘double calling’ which increases the cost and the amount of resources consumed. Evolve IP –no such condition.

Five9

Five9 Battle Card

Strengths:

• Strong brand recognition in the CCaaSspace.
• Deep integration with Salesforce CRM systems with a close working relationship with salesforce team & channel partners.
• Ease of use and self-service capabilities, with the option of escalating to Premium support.
• A leader in Gartner MQ’17 for CCaaSNA.
• Uses its native natural-language understanding engine to augment its customer journey analytics. These deliver real-time insights and context to predict customer’s behavior and recommend next-best actions.
• Among the largest number of cloud agents, according to Gartner.
• Strong partnership with Oracle Service Cloud to provide a unified offering.

Weaknesses:

• Doesn’t have a PBX capability –Calls must be delivered via a softphone or via an existing PBX.
• Doesn’t offer FFIEC, ITAR & SOC 3 compliance certifications. Five 9 is HIPAA, PCI & SOC 2 compliant only. Evolve IP –works with top 3rd-party compliance auditors and is SOC 2/3, HIPAA/HITRUST, PCI_DSS, FFIEC, ITAR compliant and more.
• Avoids TCO discussions and focus on ‘squishier’ revenue or productivity assumptions
• All inbound calls need to be routed to & from Five9 Data Centers.

8×8 

Call Center Offerings:

• X6, X8 are contact center packages. Concurrent licensing model and the same for agents, team leads and supervisors. It’s all role/ permission based.
• X6 is voice channel with call recording, IVR with visual IVR designer and ability to see customer journey through IVR call handling even mute time, hold time, transfer and continuation into post call survey.
• X8 package adds call recording analytics, searching indexing, sentiment, transcription and automated escalations.  They claim it’s all built internally. Not leveraging Watson, Alexa, Voice Base or other 3rdparty apps… we are skeptical on this point.
• X8 also focuses on omni-channel for the usual channels plus social media
• Ability to schedule surveys and call backs, contains mini CRM for contact history
• Presence throughout organization with easy call handling through interfaces
• Web based apps and local installs, customer choice
• Agents have visibility into queues and information set based on permissions
• Workforce Management –Partnered with Teliopti

Ring Central 

Ring Central has partnered with inContact and will only be reselling their solution.  We do not believe there is any integration between the HPBX and the Contact Center other than being able to use the handset to talk.

Fuze

Fuze has partnered with inContact and will only be reselling their solution.  We do not believe there is any integration between the HPBX and the Contact Center other than being able to use the handset to talk.

Vonage

Vonage has partnered with inContact and will only be reselling their solution.  We do not believe there is any integration between the HPBX and the Contact Center other than being able to use the handset to talk.

Agent Pricing Comparison: 

Frequently Asked Questions

Additional Documentation

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