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Unified Communication as a Service

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Evolve IP

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Contact Center

Choosing a

Unified Communication as a Service

solution isn't easy; Adhesion can help!

Click here to schedule a complimentary advisory call.

Omnichannel vs Multichannel

By definition, ‘multi’ means ‘many’ which is not so different from ‘omni’, which means ‘all’. This has led contact center solution providers to use these words interchangeably. However, functionality wise, multichannel and omnichannel communication are very different.

In a multichannel contact center solution, businesses have the flexibility to choose from several channels of communications such as calls, text/SMS, web chat, web call back, fax, social media etc. However, these channels operate in silos.

In an omnichannel contact center solution, businesses are offered the flexibility to pick their preferred channel of communication such as a multi-channel solution, but it offers an additional benefit of these channels being integrated i.e. all channels are available to the customer and are connected at the same time.

Unify Your Contact Center

Evolve IP delivers a truly unified contact center, one that seamlessly integrates with Cisco VoIP, unified communications, and Microsoft Teams; enabling managers to work with and hire staff anywhere.

Evolve IP’s unified omnichannel contact center enables agents to collaborate with everybody in the organization using the device(s) of their choice. And, since the phone system and contact center solution are integrated natively, it improves agent visibility, makes contact centers more effiicent, and enhances customer experience.

Unified Communications, Collaboration, and CRM Integrations

Maximizing your VoIP phone system involves integrating with the leading collaboration and CRM tools like Microsoft Teams, Cisco, DaaS Salesforce, MS Dynamics, Zendesk, Google Apps and more.

When executed properly, these integrations allow enterprises to deliver on the promise to Work Anywhere™, letting users access the features they need, from the applications they use daily, on the devices they choose.

Workforce Management

By deploying Evolve IP’s award-winning contact center solution with Workforce Management (WFM), contact center managers can build accurate forecasts and optimal staffing schedules – ensuring the optimum number of agents are working at the right time, with the right skills, in the right place.

Moreover, by integrating workforce management with our world-class, omnichannel contact center software, you’ll be saved from the hassle of managing different vendors, avoid large upfront investments, and prevent painful hardware & software implementations.

Omnichannel vs Multichannel

By definition, ‘multi’ means ‘many’ which is not so different from ‘omni’, which means ‘all’. This has led contact center solution providers to use these words interchangeably. However, functionality wise, multichannel and omnichannel communication are very different.

In a multichannel contact center solution, businesses have the flexibility to choose from several channels of communications such as calls, text/SMS, web chat, web call back, fax, social media etc. However, these channels operate in silos.

In an omnichannel contact center solution, businesses are offered the flexibility to pick their preferred channel of communication such as a multi-channel solution, but it offers an additional benefit of these channels being integrated i.e. all channels are available to the customer and are connected at the same time.

Unify Your Contact Center

Evolve IP delivers a truly unified contact center, one that seamlessly integrates with Cisco VoIP, unified communications, and Microsoft Teams; enabling managers to work with and hire staff anywhere.

Evolve IP’s unified omnichannel contact center enables agents to collaborate with everybody in the organization using the device(s) of their choice. And, since the phone system and contact center solution are integrated natively, it improves agent visibility, makes contact centers more effiicent, and enhances customer experience.

Unified Communications, Collaboration, and CRM Integrations

Maximizing your VoIP phone system involves integrating with the leading collaboration and CRM tools like Microsoft Teams, Cisco, DaaS Salesforce, MS Dynamics, Zendesk, Google Apps and more.

When executed properly, these integrations allow enterprises to deliver on the promise to Work Anywhere™, letting users access the features they need, from the applications they use daily, on the devices they choose.

Workforce Management

By deploying Evolve IP’s award-winning contact center solution with Workforce Management (WFM), contact center managers can build accurate forecasts and optimal staffing schedules – ensuring the optimum number of agents are working at the right time, with the right skills, in the right place.

Moreover, by integrating workforce management with our world-class, omnichannel contact center software, you’ll be saved from the hassle of managing different vendors, avoid large upfront investments, and prevent painful hardware & software implementations.

Evolve IP Contact Center

Features

Complete Feature Set

Evolve IP offers a true omnichannel technology that is easy to set-up and simple to learn. It enables contact centers to have personalized interactions, consolidated reporting & deliver a seamless customer experience.

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Unified with Cisco VoIP

Evolve IP delivers a truly unified contact center, one that seamlessly integrates with Cisco VoIP, unified communications, and Microsoft Teams; enabling managers to work with and hire staff anywhere. It enables agents to collaborate with everybody in the organization using the device(s) of their choice.

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Workforce Optimization

By deploying Evolve IP’s award-winning contact center solution with Workforce Management (WFM), contact center managers can build accurate forecasts and optimal staffing schedules – ensuring the optimum number of agents are working at the right time, with the right skills, in the right place.

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AI Speech Analytics

Provide your organization with a voice recording, transcription, and speech analytics platform with AI-driven natural language processing. Evolve IP's solution provides business intelligence that analyzes call sentiment, produces interactive call transcriptions, and delivers automated notifications.

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IVR & Post Call Survey

Your contact center needs to strike a tricky balance. On one side, you need to provide excellent customer service to drive more revenue and retain current customers. On the other, you must ensure your team is servicing as many customers as efficiently and cost-effectively as possible.

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Microsoft Teams Integration

Evolve IP has been delivering Microsoft Teams integrated with Contact Center & enterprise voice from the start. This integration allows contact center agents to take full advantage of Team’s productivity features while also interacting with the rest of the company’s associates including collaborative, persistent group chats, audio & video conferencing, integration with Office apps, and more.

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Remote Application Access

Enterprise agents can work remotely – securely accessing applications that previously only resided in the corporate data center – on the devices they want to use. Hire contact center employees anywhere and connect them easily with Windows applications like SAP, Concur, and industry-specific applications.

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Advanced Reporting

There is perhaps no more important aggregator and source of customer intelligence in today’s business than the contact center. Savvy business leaders are not only looking for essential dashboards and reporting, they are actively seeking ties into other business units with insights that help drive the business forward.

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Evolve IP

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Adhesion: the tendency of dissimilar particles

(applications)

to cling to one another