WAYNE, Pa., Aug. 5, 2020 /PRNewswire/ -- Evolve IP, the
world's leading provider of Work Anywhere™ solutions; today
announced that it has integrated the omnichannel Evolve Contact
Suite with Microsoft Teams and the company's virtual Workspaces
solution. The powerful combination allows agents to be fully
immersed in all parts of the business while supporting clients and
prospects anywhere on the devices of their choice. Leveraging a
powerful, Web-based identity and access management portal, agents
and managers can take advantage of the productivity benefits of
Microsoft Teams, access all of the business's applications,
including legacy on-premises applications, while delivering a
world-class customer experience with Evolve IP's analyst-acclaimed
omnichannel contact center software.
The COVID-19 pandemic has wreaked havoc on contact centers
forcing businesses to quickly spin up patchwork, work-from-home
solutions or dramatically alter their physical contact center
footprint. Now, with businesses evaluating a long-term strategic
change toward work anywhere users, IT and contact center leaders
are looking at better ways to connect agents not only to the
contact center solution, but to the critical applications they need
to do their jobs.
The Evolve Contact Suite, which has been noted by Gartner in
three consecutive CCaaS Magic Quadrants, was designed from the
start to enable contact center agents to work anywhere. And new
enhancements to the platform further those capabilities, all at a
cost that is 30-40% less than other solutions that lack its remote
work capabilities and Microsoft Teams integration.
https://www.youtube.com/watch?v=Px1n-MmSsUs
Major advantages of the Evolve Contact Suite include:
- Robust omnichannel features – ECS provides all of the
features required by contact centers to deliver a world-class
customer experience, including voice, email, text, chat, and
more.
- Integrated with Microsoft Teams – For businesses using
Microsoft Teams for collaboration and video conferencing, contact
center agents can take full advantage of Team's productivity
features while also interacting with the rest of their company's
associates.
- Work and Hire Anywhere (Agent & Managers) – The
Evolve Contact Suite runs on all major Web-browsers with easily
navigable, attractive modern user interfaces that improve agent
productivity and empower a great customer experience. Real-time
dashboards help users, no matter where they live and work, stay on
top of KPI and key business metrics.
- Work Anywhere (IT) – Agents and Managers need nothing
more than a web browser to securely access Contact Center, SaaS,
and critical legacy applications from the same Web portal. This
frees IT from deploying and managing PCs and supporting clunky VPNs
to get agents access to the tools they need.
- Unified Solution / Leverage Current Phone Investments –
ECS can be deployed as a unified solution with Cisco / Broadsoft
VoIP software. This cloud-based delivery provides superior
reliability, higher call quality, and in many cases, can help
businesses further reduce costs by keeping current handsets.
- Superior AI Speech Analytics – Using Evolve RECAP,
agents and managers can easily identify call sentiment, receive
automated notifications, and document, review, and train via
multi-media call transcriptions.
- Advanced Reporting – Evolve IP offers a wide variety of
easily customizable 'out-of-the-box' reports and can provide a
standard API for businesses to build their own reporting via its
Data Warehouse.
- Quickly Customize Call Flows - With more dispersed
agents, working under tougher conditions than ever, call routing
more has become even more challenging. ECS offers a powerful GUI
(Graphic User Interface) to easily build advanced routing call
flows.
- Maintain Compliance – The Evolve Contact Suite is
compliant for organizations needing HIPAA / HITRUST, GDPR,
PCI-DSS, SOC2, and more.
"When agents and their managers were forced to move home,
businesses struggled to deliver all of the functionality required
for them to be successful," said Scott
Kinka, Chief Technology Officer of Evolve IP. "Some CCaaS
solutions provide a remote way for agents to join the omnichannel
contact center, but they fall short in securely delivering the rest
of the applications agents need to be successful. IT is still
burdened with shipping computers and managing VPNs."
Kinka continued, "No one in the contact center market, besides
Evolve IP, can provide a complete solution for agents and managers
that delivers award-winning omnichannel features, secure access to
SaaS and legacy applications, and integration with the rest of the
business via Microsoft Teams; all from a web browser on nearly any
device."
WHY CLIENTS CHOOSE EVOLVE IP
Businesses can Work Anywhere™ with Evolve IP. We take the tools
you'd typically use at the office, like a phone and the apps on
your desktop, and deliver them from a single portal that users can
access on any device. Employers are increasingly aware of the
importance of a 'work anywhere' mindset where employees want to be
more productive and collaborate in meaningful ways no matter where
they are, or what time it is. Evolve IP enables employees to
contribute to the business in ways that fit their lifestyles while
their company's IT becomes more secure, more dependable, and much
easier to manage.
Follow Evolve IP on Facebook, LinkedIn, Twitter and
YouTube.
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SOURCE Evolve IP