# Contact Center as a Service (CCaaS) Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Is Contact Center as a Service (CCaaS) the right Call Center solution for you? Explore 21 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/169024/Call-Center/reviews --- Contact Center as a Service (CCaaS) 4 (21) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated March 13th, 2026 # Reviews of Contact Center as a Service (CCaaS) Ease of use 3.8 Customer Service 4.0 ## Showing most helpful reviews Showing 1-21 of 21 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use Gopal C. Sr DBA Insurance Used the software for: 1-2 years ### "Helping business productivity everyday" March 16, 2019 4.0 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. 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. Review Source AJ Andy J. EVP CIO Banking Used the software for: 6-12 months ### "Relyance Bank Survey ECS" January 24, 2024 4.0 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. Pros 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. Cons 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. Review Source JM Jeanetta M. Manager, Customer Service Insurance Used the software for: 2+ years ### "Potential..." March 8, 2019 3.0 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. Pros Reporting Capabilities. Potential. Monitoring Wallboard Cons Not very user Friendly. Quirky. Issues with things, like lingering "ghost" calls,that happen without full explanation. Review Source bI brian I. Director customer service Building Materials Used the software for: 2+ years ### "Service review " March 1, 2024 4.0 Pros I love the agent and supervisor portal, and the ease of use. Reporting is very robust as well Cons originally, i didnt like the tech support, but that has come around to being quite good now. Review Source JK Josiah K. Benefits Outreach Specialist Civic & Social Organization Used the software for: 6-12 months ### "Great Functionality, A little complicated" March 22, 2019 4.0 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. 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. Review Source KB Kenneth B. Call Center Manager Hospital & Health Care Used the software for: 1-2 years ### "Great Features and easy to use" March 11, 2019 5.0 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. 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. Review Source AT Andy T. Helpdesk & Systems Tech Media Production Used the software for: 6-12 months ### "Wasn't the Right Phone Platform for Us" February 14, 2020 3.0 I'm sure it would work great for some users and companies, but it didn't entirely meet our needs or expectations. Ultimately, both sides agreed it was best to move on. Pros There wasn't a lot that we really liked about this platform. It mostly functioned as a phone system for the year that we had it, but it wasn't right for us. Cons The support was not great. I think they did try to provide good support, it just usually fell short for us. The unified communications app was not very good and had some issues. The website was very bad for most of the time we used it. They did upgrade it toward the end of our time using them, but it still fell short of other platforms we tested or what we now use. We think ultimately the company and product didn't head in the direction we were lead to expect and deadlines were frequently overstated and missed. Review Source lP lane P. Service Desk Manager Internet Used the software for: 2+ years ### "Call Center Review for Evolve" March 15, 2019 5.0 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. 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. Review Source VR Verified Reviewer Network Operations Specialist Non-Profit Organization Management Used the software for: 2+ years ### "Great tool to use" March 5, 2019 5.0 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. 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. Review Source LH Larry H. IT Director Automotive Used the software for: 2+ years ### "EvolveIP review" September 6, 2019 5.0 EvolveIP has been very easy to work with. Changes to our agreements are very simple and support always follows up with open items. Pros This company is very easy to work with. Response times are almost immediate and they are great at follow up. Cons At first I was a little skeptical as I had not worked with many other hosted companies, however in a very short time my uneasiness went away. Review Source AD Amy D. Call Center Manager Oil & Energy Used the software for: 2+ years ### "Has gotten more complicated" September 10, 2019 4.0 While technicians are always pleasant to deal with and willing to help, I find that it usually takes many calls in to get issues or changes or additional lines set up. Pros Queue is simple and easy for agents to use, accessing custom reports on demand through Broadworks is very helpful Cons Recent changes have made independently managing changes to our account almost impossible. It is no longer intuitive and requires many calls to the company to get issues resolved. Review Source KS Kristi S. Owner Veterinary Used the software for: 1-2 years ### "Worst Service Ever" April 19, 2021 1.0 The overall Experience with Evolve was beyond poor. It is impossible to speak to anyone over the phone about issues and when you do they are not knowledgeable or able to help you fix your issues. They make promises to "escalate" your tickets but then sweep them under the rug and never call you back. So you have to start all over again the next day wasting hours of busy business owners time. The customer portal is a joke. Pros The Pro's were only the thing I already had in place before Evolve took over my existing phone company. Cons The online portal is impossible to use and there is no help to set it up. No Customer Service or Support. Review Source Tanveer S. Director of Operations Used the software for: 6-12 months ### "IP Phone System at its Best" December 7, 2017 5.0 One of the best Phone systems you can get for the money. 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 Review Source MB Max B. Business Consultant Logistics and Supply Chain Used the software for: Less than 6 months ### "Sometimes very reliable, sometimes not " August 11, 2021 3.0 Overall, we had hoped for a better product. Everything works, but not the way we want it to work. We expected a high quality dialing system. Instead we've received a software package that is more than ready for an update. Pros Our previus dialing system had not so many option for reporting and complex dialing. This software has al these option. Some of them work well. Besides that this system doesn't remove clients from the queue. Our previous system did unfortunately... Cons It cost us a lot of time to implement this software. There are still things that aren't working well right now. Unfortunately, the company can't solve all the problems at once. One last thing: the user interface, for call agents and adminstrators aswell, looks outdated. Switched from [Xelion](https://www.capterra.com/p/197275/Xelion/) Our previous system was ugly designed and outdated. Most dialing software systems have new features which make it easier to provide customers with the right information. Review Source BS Beth S. Call center manager Financial Services Used the software for: 6-12 months ### "Hard to understand " March 8, 2019 4.0 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. 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. Review Source VR Verified Reviewer Prenatal Care Coordinator Hospital & Health Care Used the software for: Less than 6 months ### "Could use improvement " December 4, 2018 3.0 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. Review Source VR Verified Reviewer Sr IT Mgr Information Technology and Services Used the software for: 1-2 years ### "Call Center success" March 5, 2019 4.0 Pros Ease of use for end users and administrators. Cons Admin console could be improved. Currently needs a bit more work. Review Source VR Verified Reviewer IT Support Technician Computer Software Used the software for: 1-2 years ### "IT Review" March 12, 2019 3.0 The support team at Evolve IP is very good and usually resolves cases within an hour. 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. Review Source JM Joseph M. Systems Analyst Medical Practice Used the software for: 6-12 months ### "Wonderful experiences every day." July 21, 2017 5.0 The tools available help us monitor our call service very efficiently. Creating our top priority an easy task, which is making our customers happy. 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. Review Source VP Vimal P. IT support Health, Wellness and Fitness Used the software for: 2+ years ### "Customer Support is best part of evolve ip " July 11, 2017 5.0 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 Review Source JG Jonathan G. Interim Executive Director Non-Profit Organization Management Used the software for: 6-12 months ### "My experience has been excellent!" July 11, 2017 5.0 Ease of use! 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! Review Source Similar Products Featured ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.