# 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

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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/)

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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

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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

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