Pour qui ?

Call center with Omnichannel needs, Multi-location call center, Call center with seasonal needs, Call center with agents working from home, Call centers that are moving or experiencing growth

Notes moyennes

15 avis
  • Note globale 4.5 / 5
  • Facilité d'utilisation 4 / 5
  • Service client 4.5 / 5
  • Fonctionnalités 4 / 5
  • Rapport qualité-prix 4 / 5

Informations sur le produit

  • Version gratuite Non
  • Version d'essai gratuite Non
  • Déploiement Cloud, SaaS, web
  • Formation Formation présentielle
    Formation en ligne en direct
  • Ressources d'aide Service de support permanent (réponse directe)

Informations sur l'éditeur

  • Evolve IP
  • http://www.evolveip.net/
  • Fondé en 2011

En savoir plus sur Evolve IP

Evolve IPs omnichannel contact center provides organizations with a sophisticated, cloud-based service that delivers real business value. Their advanced features provide contact center leaders with real-time control and visibility of their agents along with rich operational insights. Leverage Evolve IPs cloud compliant architecture for enterprise-grade business continuity while enabling customers to interact across any communication channel with agents operating from anywhere.

Evolve IP - Fonctionnalités

  • Centre d'appel mixte
  • Centre d'appels entrants
  • Centre d'appels sortants
  • Chat en temps réel
  • Enregistrement des appels
  • Gestion de la remontée des problèmes
  • Gestion des campagnes
  • Gestion des listes d'attente
  • Journalisation des appels
  • Mode progressif (progressive dialer)
  • Numéroteur manuel
  • Numéroteur prédictif (predictive dialer)
  • Rapports et analyses
  • Réponse vocale interactive
  • Scripts d'appel

Produits suggérés

Avis les plus utiles sur Evolve IP

Great Functionality, A little complicated

Traduire avec Google Translate Publié le 22/03/2019
Josiah K.
Benefits Outreach Specialist
Organisme social ou civique, 51-200 employés
Temps d'utilisation du produit: 6 à 12 mois
Provenance de l'utilisateur 
Note globale
3 / 5
Facilité d'utilisation
5 / 5
4 / 5
Support client
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: Overall, I am very happy with Evolve IP Call Center. It allows for smooth, efficient call handling, and I think its strengths definitely outweigh it's weaknesses. There are few to no dropped calls, and when paired with a skilled operator, it provides a great customer service experience.

Avantages: For me as a call center operator, it is very easy to make transfers and handle multiple lines simultaneously. I appreciate how easy it is to make transfers, hold one line, the other, or both, and make callbacks. The virtual hold feature allows for better answer rates and higher customer satisfaction. Last, it is easy to relocate or minimize the tabs for the call center software, making it easy to navigate other web pages while handling calls.

Inconvénients: The design is not very intuitive; it takes a while of using the software to understand how to use it. It also lags sometimes, which *can* cause calls to bump from one agent to the next. I have heard that the supervisor view uses a lot of RAM, and therefore is prone to freezing up or not working as it should; however, I have not experienced this personally. The call center where I work does not use their recording feature (for rights and responsibilities) because it cannot (yet) be paused; I have heard that this is under development.

Great Features and easy to use

Traduire avec Google Translate Publié le 11/03/2019
Kenneth B.
Call Center Manager
Hôpitaux et soins de santé, 13-50 employés
Temps d'utilisation du produit: plus d'un an
Provenance de l'utilisateur 
Note globale
4 / 5
Facilité d'utilisation
4 / 5
5 / 5
Support client
4 / 5
Rapport qualité-prix
Probabilité de recommander le produit :
Très faible Très élevée

Commentaires: When we first switched to the call center software, the agents were apprehensive to learn something new. They thought it would be too difficult, slow them down, and be a burden. 1 month into it and they were all saying they don't know how they lived without it, and that it is so much easier than the old way.

Avantages: We like how much easier it is to do everything on the computer instead of the phone. Thank you for providing a software solution that is easy to use and makes the process simple and trackable.

Inconvénients: The least favorite part about the software would have to be that the numbers reported to the agents in "real time" do not match the numbers that are pulled on the back end. Not a huge deal for us because we rely on the tracking on the back end which is correct.

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