Contact Center as a Service (CCaaS)

Helping business productivity everyday

Commentaires : We are in the insurance business where timely posting of payments and response to inquiries is a business necessity and Call Center is an essential tool.

Avantages :

I use Call center meeting room, IP telephone and advanced scheduling and call forwarding system everyday so as to be able to respond to tickets 24x7.

Inconvénients :

I'd like to do self care and a lot of self care items are in the admin and I have to ask the admin.

Relyance Bank Survey ECS

Commentaires : With in the first few months of going live we experienced 2-3 outages that impacted our customers' ability to reach us. More recently things have stabilized, but we had a rough start.

Avantages :

We used 8x8 before, so we were happy that Evolve ECS had all the same features we needed. The pricing was much better than 8x8 and the Support has been 100x better. We had significant struggles with 8x8 Support, even at the management level.

Inconvénients :

The tool set for administering ECS is extremely difficult to navigate. It seems to be built on older technology. We also have to use multiple different username and passwords to manage the full suite of products.

Potential...

Commentaires : Customer Service will assist but often after escalation to a Tech or ore knowledgeable rep. Functionality is acceptable for the most part. I believe the system has potential to do exactly what we need it to but I would like to be able to make the adjustments personally rather than opening a ticket. If a ticket is resolved, for something I have the capability of doing, I'd like to be taught how to do it, so I am aware how to manage the problem, should it recur.

Avantages :

Reporting Capabilities. Potential. Monitoring Wallboard

Inconvénients :

Not very user Friendly. Quirky. Issues with things, like lingering "ghost" calls,that happen without full explanation.

Service review

Avantages :

I love the agent and supervisor portal, and the ease of use. Reporting is very robust as well

Inconvénients :

originally, i didnt like the tech support, but that has come around to being quite good now.

Great Functionality, A little complicated

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.