Who Uses This Software?

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


Average Ratings

15 Reviews

  • 4.5 / 5
    Overall

  • 4 / 5
    Ease of Use

  • 4.5 / 5
    Customer Service

Product Details

  • Starting Price
    Not provided by vendor
  • Free Demo
    Yes
  • Deployment
    Cloud, SaaS, Web
  • Training
    Documentation
    Webinars
    Live Online
    In Person
  • Support
    24/7 (Live Rep)

Vendor Details

  • Evolve IP
  • www.evolveip.net/
  • Founded 2011
  • United States

About Call Center

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.


Call Center Features

  • Blended Call Center
  • Call Logging
  • Call recording
  • Call Scripting
  • Campaign Management
  • Escalation Management
  • Inbound Call Center
  • Interactive Voice Response
  • Manual Dialer
  • Outbound Call Center
  • Predictive Dialer
  • Progressive Dialer
  • Queue Management
  • Real-time Chat
  • Reporting/Analytics

Call Center Reviews Recently Reviewed!


Great Functionality, A little complicated

Mar 21, 2019
4/5
Overall

3 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: 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.

Great Features and easy to use

Mar 11, 2019
5/5
Overall

4 / 5
Ease of Use

4 / 5
Features & Functionality

5 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: 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.

Call Center Review for Evolve

Mar 15, 2019
5/5
Overall

4 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: The functionality and support from Evolve IP using their call center as well as the value are more than enough reasons to make the switch.

Cons: There is a slight learning curve navigating the software but like any new software, this is to be expected.

Overall: Overall, the experience has been great. The call center functionality is wonderful and there are a slew of features available for most environments. The support from Evolve IP is really industry best as every person I have had the pleasure of working with has been competent and extremely helpful.

Great tool to use

Mar 05, 2019
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: software was easy to learn. had a lot more features then the software we used previously

Cons: there was a lot of features and showing the folks how to use it was the worst part. not cause the software but more the users having a million questions that they already asked.

Overall: we used it for a few years with no issues. manager was able to jump on calls to listen for training and could get tons of useful stats from the reports.

Hard to understand

Mar 08, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Value for Money
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: I like the click to call options. I like the fact that users can easily see their stats for the day. I also like that you have a section where you can store contacts.

Cons: What u disliked was information for the call the user is on doesnt show up automatically. I also dont like the fact if your on monitor mode you cannot hang up the user call. I do not like that ANIs dont automatically change with the phone numbers.

Overall: When I was taught by provider they explained everything almost too thorough and it confused me. Overall it was simplified and it is now easy to teach. It's a very up to date and useful.

Helping business productivity everyday

Mar 15, 2019
4/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

4 / 5
Customer Support

4 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: 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.

Cons: 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.

Overall: 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.

it was easy for the call center and the manager to see the work flow each agent was doing.

Oct 24, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Our agents found it easy to use and navigate. Our call center manager enjoyed being able to customize reports for the specific data they were looking for.

Cons: We were unable to load multiple recordings that we use for holidays, office closed, and so forth so we had to switch it for different events instead of it being able to auto switch without changing the wav file.

Overall: it was a lot better then the old outdated software we were using and it was a lot more customizible.

Capterra loader

IP Phone System at its Best

Dec 07, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Very User Friendly, Amazing Support , Not many distrubtion of services. Guaranteed uptime SLA's as long as you have uptime on Internet

Cons: Not much to not like. The system could be more automated in some cases but it gets the job done as needed

Overall: One of the best Phone systems you can get for the money.

Call Center success

Mar 05, 2019
4/5
Overall

3 / 5
Ease of Use

3 / 5
Features & Functionality

3 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use for end users and administrators.

Cons: Admin console could be improved. Currently needs a bit more work.

Potential...

Mar 08, 2019
3/5
Overall

2 / 5
Ease of Use

2 / 5
Features & Functionality

4 / 5
Customer Support
Likelihood to Recommend: 5.0/10 Not
Likely
Extremely
Likely

Pros: Reporting Capabilities. Potential. Monitoring Wallboard

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

Overall: 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.

Wonderful experiences every day.

Jul 21, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: It's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.

Cons: It's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.

Overall: The tools available help us monitor our call service very efficiently. Creating our top priority an easy task, which is making our customers happy.

Customer Support is best part of evolve ip

Jul 11, 2017
5/5
Overall

5 / 5
Ease of Use

4 / 5
Features & Functionality

4 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 10.0/10 Not
Likely
Extremely
Likely

Pros: Easy to use, instant update all features and functionally makes call handling easy. all over Quality of software is awsm

Cons: No cons as per us but only thing i dont like is default voice message recording system and answering services should be included

IT Review

Mar 12, 2019
3/5
Overall

4 / 5
Ease of Use

3 / 5
Features & Functionality

5 / 5
Customer Support

3 / 5
Value for Money
Likelihood to Recommend: 7.0/10 Not
Likely
Extremely
Likely

Pros: The admin console is fairly easy to use and adding users is fairly straight forward.

Cons: Users are not provided with an easy to access method of resetting their passwords. Additionally, some features are only accessible by customer support so some administrative actions you might want to take require a call to their support team.

Overall: The support team at Evolve IP is very good and usually resolves cases within an hour.

Could use improvement

Dec 04, 2018
3/5
Overall

3 / 5
Ease of Use

4 / 5
Features & Functionality

3 / 5
Customer Support

2 / 5
Value for Money
Likelihood to Recommend: 8.0/10 Not
Likely
Extremely
Likely

Pros: The software allows me to connect to co-workers at various sites. The company that I work for has more than 13 sites throughout Philadelphia.

Cons: It lacks a few things such as modern emojis, boardrooms, and it still has status updates.

My experience has been excellent!

Jul 11, 2017
5/5
Overall

5 / 5
Ease of Use

5 / 5
Features & Functionality

5 / 5
Customer Support

5 / 5
Value for Money
Likelihood to Recommend: 9.0/10 Not
Likely
Extremely
Likely

Pros: Ease of use! Really very intuitive. Everything is spelled out clearly and compared to other software, I am always glad to see something that makes it quick and easy!

Overall: Ease of use!