--- title: "ICR Evolution Software Pricing, Alternatives & More 2026 | Capterra" description: "With the help of Capterra, learn about ICR Evolution Software - reviews, pricing plans, popular comparisons to other Call Center products and more." source_url: "https://www.capterra.com/p/196596/ICR-Evolution/" page_type: "product" language: "en" --- # ICR Evolution Software Review 2026: Features, Integrations, Pros & Cons Last updated on September 17, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[FAQs](#faqs)[Features](#features)[Pricing](#pricing)[Integrations](#integrations)[Support](#support)[Reviews](#reviews) ICR Evolution ## What is ICR Evolution? At ICR Evolution we help you connect with your customers in an agile, simple, effective and productive way. EVOLUTION allows you to be where your customers are, at the right time. Answer calls, emails, chats, chatbots, voicebots and social media messages from the same platform and offer a 100% omnichannel customer service experience. EVOLUTION features intelligent contact routing, IVR, predictive dialer, scripting and flow design tools, integrations with CRMs, ERPs and omnichannel communications ## What is ICR Evolution used for? [Customer Service](https://www.capterra.com/customer-service-software/)[IVR](https://www.capterra.com/ivr-software/)[Contact Center](https://www.capterra.com/contact-center-software/) Top alternative Featured Overall rating Based on 16 user reviews Reviews sentiment Positive \- Neutral \- Negative \- ### Starting price Free trial not available Capterra Shortlist charts the highest-rated and most popular products... Our "Best of" badge program showcases products with the highest ratings... Our "Best of" badge program showcases products with the highest ratings... Do you work for ICR Evolution?[Manage this product listing](https://www.g2.com/products/icr-evolution/claim_requests/new?auto=true) ## Compare with a popular alternative Capterra selects software alternatives based on relevant features, verified user reviews and user interactions. Placement may be influenced by client status. ### ICR Evolution 4.6 (16) VS. [4.2 (466)](https://www.capterra.com/p/184709/Aircall/reviews/) Starting Price Contact vendor Starting Price $40 Flat Rate, Per Month Free Trial Free Version Pricing Options Free Trial Free Version Ease Of Use 4.6 (16) Ease Of Use 4.4 (459) Value For Money 4.8 (16) Value For Money 3.9 (339) Customer Service 4.6 (16) Customer Service 4.1 (362) ## ICR Evolution alternatives [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) [4.3 (269)](https://www.capterra.com/p/179417/Genesys-Cloud/reviews/) Starting price $75.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 87% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/179417/Genesys-Cloud/) [Five9](https://www.capterra.com/p/132405/Five9/) [4.2 (486)](https://www.capterra.com/p/132405/Five9/reviews/) Starting price $159.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 83% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/132405/Five9/) [NiCE CXone](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) [4.2 (581)](https://www.capterra.com/p/134775/inContact-Call-Center-Software/reviews/) Starting price $110.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/134775/inContact-Call-Center-Software/) Highest Rated [Talkdesk](https://www.capterra.com/p/132852/Talkdesk/) [4.5 (733)](https://www.capterra.com/p/132852/Talkdesk/reviews/) Starting price $85.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 93% of reviewers rated it above 4 stars [Learn More](https://www.capterra.com/p/132852/Talkdesk/) ## FAQs about ICR Evolution Overview ### Which roles and teams benefit most from ICR Evolution? ICR Evolution is most used by contact center leaders, IT and CTI teams, and commercial or customer service managers. These roles rely on it to manage call operations, streamline telephony integrations, monitor performance, support customer interactions, and improve service workflows, agent productivity, and operational visibility across support and sales environments. Answer based on 16 reviews Overview ### What company size and specific industries is ICR Evolution built for? ICR Evolution is designed for large outsourcers as well as small and medium-sized companies in customer care, telesales, and debt collection operations. It fits organizations that need a contact center solution for service, sales, or collections across these business functions. Features and Usability ### What are the key features of ICR Evolution? ICR Evolution offers call center management tools, including automatic call distribution, automated routing, queue management, and call recording. It also includes outbound dialing options such as auto-dialer, predictive dialer, and progressive dialer, plus CRM, IVR, chat/messaging, real-time analytics, and customizable reporting. Integrations ### Which third-party tools and platforms does ICR Evolution integrate with? ICR Evolution integrates with Avaya Cloud Office and Zoho CRM Plus. These integrations cover communications and CRM workflows, giving ICR Evolution connections to a telephony platform and a customer relationship management suite. Answer based on 1 reviews Getting Started and Support ### What training and onboarding options does ICR Evolution offer? ICR Evolution provides in person training, live online sessions, webinars, and documentation for teams getting started. In person and live online options support guided instruction, webinars cover scheduled group learning, and documentation offers written reference material for self-paced review and feature lookup. ## Features AI summary Based on 3,851 Call Center reviews Capterra reviewers point to these as the top priorities when choosing call center software: - **Call Center Management** (**48%** of reviewers rated this feature as critical) - **Call Logging** (**44%**) - **Call Monitoring** (**44%**) ICR Evolution supports all three features that buyers rate highest: **Call Center Management**, **Call Logging**, and **Call Monitoring**. Together, these capabilities help businesses manage daily call center operations, keep accurate records of customer interactions, and oversee call quality and agent performance, allowing teams to improve service consistency and respond more effectively to customer needs. Call Logging 5.0 (2) 150.00% of 2 reviewers that rated this feature as important or highly important Collects essential call data such as call origin, call destination, call length, and other transaction details Call Monitoring 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Listen to live phone conversations for the purpose of training and assessing agent performance Call Recording 4.7 (3) 100.00% of 3 reviewers that rated this feature as important or highly important Record the audio of phone conversations for quality assurance purposes Automatic Call Distribution 5.0 (2) 150.00% of 2 reviewers that rated this feature as important or highly important Distribute/route/connect calls Call Routing 5.0 (2) 150.00% of 2 reviewers that rated this feature as important or highly important Sends voice calls to a specific queue based on predetermined criteria Call Transfer 4.5 (2) 100.00% of 2 reviewers that rated this feature as important or highly important Transfers live calls to other agents ICR Evolution 58 features ### All Features - Activity Dashboard: Dashboard to view the status of ongoing processes, identify current incidents and track past activities - Agent Interface: Agents can view and manage all customer requests and interactions. - Alerts/Escalation: System alerts about the need to escalate an issue or request - Alerts/Notifications: Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges - API: Application programming interface that allows for integration with other systems/databases - Auto-Dialer: System that automatically dials calls - Automated Routing: Tickets are automatically assigned to specific agents based on predefined rules - Automatic Call Distribution: Distribute/route/connect calls - Blended Call Center: A call center that both makes and receives calls - Call Center Management: Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. - Call List Management: Manage and track all past and future calls. - Call Logging: Collects essential call data such as call origin, call destination, call length, and other transaction details - Call Monitoring: Listen to live phone conversations for the purpose of training and assessing agent performance - Call Recording: Record the audio of phone conversations for quality assurance purposes - Call Reporting: Track and report on all incoming and outgoing calls - Call Routing: Sends voice calls to a specific queue based on predetermined criteria - Call Scripting: Provide agents with a typical response for common call subject matter - Call Tracking: Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number - Call Transfer: Transfers live calls to other agents - Call Whispering: Displays a personalized message to the receiver of the call, offering details about the reason or origin of the call. - Callback Scheduling: Schedules callback times - Caller ID: Identify the number and contact information of a caller before answering the phone - Campaign Management: Create a collection of marketing actions to complete specific goals and plan and analyze campaign results - Chat/Messaging: Communicate using direct chat or messages within the system - Chatbot: AI-based platform which conducts a conversation via auditory or textual methods - Computer Telephony Integration: Computer-telephony integration is the use of computers to manage telephone calls - CRM: Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system - Customer History: Access previous interactions or concerns to maintain customer relationships - Customizable Reports: Alter the layout and content of reports - Dashboard: Assembly of graphs and charts for visualizing and tracking statistics/metrics - Email Management: Manage, store and organize emails within the system or via third-party apps - Inbound Call Center: A call center that primarily receives calls, typically customer service focused - Interaction Tracking: Track interaction history by documenting conversations for contacts - IVR: Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response - Live Chat: Ability to chat online in real time - Manual Dialer: Agents choose who to call and when - Monitoring: Observe and track the demand, usage, progress or quality of a system, product, or user - Multi-Channel Communication: Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. - Multi-Channel Management: Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels - Outbound Call Center: A call center that primarily makes calls, typically sales focused - Performance Management: Organize and manage the accomplishments and development of employees or performance of applications or systems - Performance Metrics: A set of indicators that tracks the performance of networks, applications, systems, teams, etc. - Predictive Dialer: System calls multiple numbers at once and connects the agent to the first number that answers - Progressive Dialer: Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls - Queue Management: Monitor wait time and abandonment for incoming requests that have not been routed - Real-Time Analytics: Analyze and gain insights into data in real-time - Real-Time Data: Receive data and information in real time - Real-Time Monitoring: Active monitoring of systems, applications, or networks - Real-Time Notifications: Notifications that are delivered to users as soon as an event occurs - Real-Time Reporting: Active reporting of data and metrics - Recording: Record live video calls to play later - Reporting & Statistics: Collection, analysis, and representation of numerical data and generation of reports to understand various patterns - Reporting/Analytics: View and track pertinent metrics to find patterns and gain insights from data - Social Media Integration: Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. - Surveys & Feedback: Gauge satisfaction and receive information for improvement and success - Text to Speech: Turns text into natural sounding speech - Third-Party Integrations: Set up connections to third-party platforms to improve business processes - Voice Recognition: Recognize/detect varying frequencies in a person's voice to identify/verify "who" is speaking --- Get Advice We can help you find the software with the features you need. Features 4.4 (16) 4.4 Based on 16 reviews ## Pricing Value for money 4.8 (16) ### Starting price Free trial not available Value for money 4.8 (16) 4.8 Based on 16 reviews ## Integrations [ Zoho CRM Plus](https://www.capterra.com/p/182207/Zoho-CRMPlus/) Connect with a Capterra advisor for a free 15-minute consultation Get a personalized software list aligned to your business needs with guidance from our expert advisors. Our team has helped 1 million+ businesses like yours find options that fit their needs. ## Support, customer service and training options Customer Service 4.6 (16) Support - Email/Help Desk - FAQs/Forum - Knowledge Base - Phone Support - 24/7 (Live rep) - Chat Training - In Person - Live Online - Webinars - Documentation - Videos Deployment - Web - Android - iPhone/iPad Typical users - Freelancers - Small businesses - Mid size businesses - Enterprises Customer Service 4.6 (16) 4.6 Based on 16 reviews ## User reviews Overall rating 4.6 Based on 16 reviews Filter by rating 5(10) 4(6) 3(0) 2(0) 1(0) Mentioned topic Sorted by most recent MG Micaela G. CTI Telecommunications ### "Buen Software para Contact center" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 April 16, 2024 muy buena experiencia durante todos estos años. Pros la facilidad de implantación y de trabajo para el agente Cons a la hora de realizar informes personalizados requiere mucho trabajo. la parte de analytics e informes está un poco de caja y hay que hacer mucho trabajo extra para personalizar Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. HM Hector M. Responsable del departamento CTI Telecommunications ### "Un gran producto" 5.0 Overall Rating 5.0 5.0 Ease of Use 4.0 4.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 January 16, 2024 Muy satisfactoria, es facil de implementar y bastante sencillo de mantener, muy muy personalizable y ofrece muchas posibilidades de integración. Pros Es muy personalizable, facilmente implementable en casi cualquier modelo de negocio Cons El crecimiento de algunas tablas y la organización de los datos del cliente en BBDD. El producto necesita algo que permita escalar en cantidad de agentes y en años de uso sin afectar gravemente al rendimiento de la máquina. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor January 17, 2024 Estimado Héctor, Le agradecemos su comentario tan positivo y el tiempo tomado para valorarnos. Es muy grato saber que está contento con la sencillez de la impelentación y mantenimiento de nuestro producto. Seguimos trabajando para avanzar conjuntamente. Saludos, Aitana Arias ICR Evolution JC Juan Carlos N. Analista programador Telecommunications ### "Nuestro trabajo diario" 4.0 Overall Rating 4.0 4.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 January 16, 2024 Pues mi experiencia después de más de 10 años de uso diario de Evolution desde la visión de desarrollo es muy buena. Es un sistema cómodo y muy completo para las necesidades del call center. Pros Fácil usabilidad y configuración. Además es útil en casi el 100% de necesidades de un Call Center Cons Podría incluir personalización en la rellamadas que si traían sistemas como Hermes por ejemplo. También se podría incluir programación post finalización (ejecución de Procedimientos almacenados o scripts por ejemplo) Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor January 17, 2024 Estimado Juan Carlos, Le agradecemos su comentario tan positivo y el tiempo tomado para valorarnos. Es muy grato saber que está contento con la usabilidad y comodidad de nuestro producto. Seguimos trabajando para avanzar conjuntamente. Saludos, Aitana Arias ICR Evolution VM Victor Manuel R. Desarrollo Software y TI Telecommunications ### "Producto muy recomendable" 4.0 Overall Rating 4.0 4.0 Ease of Use 3.0 3.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 8/10 January 16, 2024 Pros Facilidad de uso y supervisión así como funcionamiento diario. Cons No tengo realmente temas que no me hayan gustado del producto. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor January 18, 2024 Apreciado Victor Manuel, Muchas gracias por su tiempo en dejarnos su opinión tan positiva acerca de nuestro producto. Le estamos muy agradecidos de seguir confiando en nuestro software ICR Evolution. Continuaremos trabajando para seguir optimizando nuestro producto. Saludos, Aitana Arias ICR Evolution JJ Juan Jose P. Director Marketing and Advertising ### "Muy recomendable" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 14, 2022 ICR constituye el núcleo de toda nuestra gestion Pros Con un coste único de licencia incluye todas las prestaciones Cons Se requiere de cierto nivel técnico para sacar todo el rendimiento Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor September 19, 2022 Apreciado Juan José, Muchas gracias por su tiempo en dejarnos su opinión tan positiva acerca de nuestro producto. Le estamos muy agradecidos seguir confiando en nuestro software ICR Evolution. Continuaremos trabajando para seguir optimizando nuestro producto. Saludos, Aitana Arias ICR Evolution Joaquin O. DIRECTOR DE CONTACT CENTER Outsourcing/Offshoring ### "ICR rompió la barrera de entrada..." 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 10/10 September 14, 2022 La conexión con el equipo fue muy buena, ICR gustó y consiguió que compráramos tanto a la parte técnica como a la parte de Operaciones que es una máxima de compañía a la hora de elegir software, si a alguna de las dos partes no está al 100% conforme la baraja se rompe. Pros Flexibilidad en pago por uso, alejándose del pago por licencia de muchos de sus competidores. Cons No puedo decir nada malo por el momento. Reasons for choosing ICR Evolution Equipo, flexibilidad y confianza. Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor September 19, 2022 Estimado Joaquín, Le agradecemos su comentario tan positivo y el tiempo tomado para valorarnos. Es muy grato saber que está contento con la flexibilidad de pago de nuestro producto. Seguimos trabajando para avanzar conjuntamente. Saludos, Aitana Arias ICR Evolution JR Jaime R. Consultor de Estrategia Management Consulting ### "Personalización como seña de identidad" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 September 14, 2022 Las ventajas principales desde mi punto de vista se centran en la personalización del producto, pudiendo crear campañas con parametrizaciones totalmente distintas entre sí y que permite realizar acciones muy diferentes todo dentro de la misma plataforma. Pros Considero que es una herramienta muy potente que permite personalizar según las necesidades de cada cliente y con la posibilidad de desarrollar internamente diversas funcionalidades a través de los módulos de scripting (DBR y Script de agent). Consultas con API's externas, script de agente en .NET con la posibilidad de incluir todo tipo de funciones adhoc, etc. Cons Creo que hay algunas mejoras que se podrian realizar para dotar de más autonomía a los mandos intermedios y que puedan realizar más acciones sin necesidad de un Administrador. Reasons for choosing ICR Evolution Capacidad de personalización, soporte y precio ajustado Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor September 19, 2022 Apreciado Jaime, Muchas gracias por dedicar parte de su tiempo para escribir este comentario tan esmerado y positivo sobre nuestro producto en ICR Evolution. Seguimos trabajando para continuar brindándole el mejor servicio. Saludos, Aitana ICR Evolution AA Alberto A. Técnico CTI Telecommunications ### "Criterios personales" 4.0 Overall Rating 4.0 4.0 Ease of Use 4.0 4.0 Features 4.0 4.0 Customer Service 4.0 4.0 Likelihood to Recommend 9/10 September 14, 2022 Poder gestionar un contact center demanera agil, tiene una linea de aprendizaje rapida Pros Me gusta la flexibilidad que proporciona, la omnicanalidad y disponer de una repsuesta rapida por parte de ICR Cons Creo que es bastante intuitivo,por lo que no veo pega al respecto Review source Vendor Referred: This reviewer was invited by the software vendor to submit an honest review. Response from Vendor September 19, 2022 Estimado Alberto, Le agradecemos su comentario tan positivo y el tiempo tomado para valorarnos. Es muy grato saber que está contento con la flexibilidad e intuición de nuestro producto y el soporte recibido de nuestro equipo. Seguimos trabajando para avanzar conjuntamente. Saludos, Aitana Arias ICR Evolution JL Javier L. javier.lopez@ixalud.es Health, Wellness and Fitness ### "Fiabilidad y estabilidad. " 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 5.0 5.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 September 2, 2022 La integración entre nuestro sistema propio y Evolution fue optima. Es fácil comunicar las dos herramientas de trabajo. Cuando ha existido una incidencia puntual, lo solucionan rápido y el tiempo de resolución no suele ser superior a las 2 horas. Pros Hemos probado otros sistemas de call center. Hace más de 18 meses que estamos con ICR EVOLUTION, y de los que hemos probado hasta ahora este ha sido uno de los más estables. Para nosotros la estabilidad de una plataforma es fundamental. Cons La configuración de los informes propio en pantalla podría ser mucho más fácil. Switched from [Cisco AnyConnect](https://www.capterra.com/p/169495/VPN-and-Endpoint-Security-Clients/) Coste y estabilidad. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor September 6, 2022 Apreciado Javier, Muchas gracias por su tiempo en dejarnos su opinión acerca de nuestro producto. Le estamos muy agradecidos por habernos dejado una opinión tan positiva y comentar acerca de la estabilidad y confianza que tiene con nuestro software ICR Evolution. Continuaremos trabajando para optimizar nuestro producto con nuevas mejoras y funcionalidades adicionales. Saludos, Aitana Arias ICR Evolution JR Jaime R. Director Comercial Telecommunications ### "Gran producto y servicio" 5.0 Overall Rating 5.0 5.0 Ease of Use 5.0 5.0 Features 4.0 4.0 Customer Service 5.0 5.0 Likelihood to Recommend 9/10 August 16, 2022 Pros Es un software muy completo. Para los agentes y supervisores es muy fácil de usar. Cons No tiene módulo de Workforce Management, aunque es algo que no muchos CC necesitan. Reasons for choosing ICR Evolution Por la atención al cliente, la calidad del producto y el precio. Review source Vendor Referred - Incentive Offered: This reviewer was invited by the software vendor to submit an honest review and offered a nominal incentive as a thank you. Response from Vendor August 18, 2022 Estimado Jaime, Muchas gracias por tomarse el tiempo de dejarnos un comentario. Le agradecemos que nos haya valorado de forma positiva. Es un placer saber que está contento con la facilidad de uso y que nuestro software EVOLUTION es completo para agentes y supervisores. Continuamos trabajando para avanzar conjuntamente. Saludos, Aitana Arias ICR Evolution [View all Reviews](https://www.capterra.com/p/196596/ICR-Evolution/reviews/) ## Top-rated software of 2026 ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox.