# ICR Evolution Software Pricing, Alternatives & More 2026 | Capterra > With the help of Capterra, learn about ICR Evolution Software - reviews, pricing plans, popular comparisons to other Call Center products and more. Source: https://www.capterra.com/p/196596/ICR-Evolution --- # ICR Evolution Software Review 2026: Features, Integrations, Pros & Cons Last updated on March 13, 2026 Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. Independent research methodology Capterra’s researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. 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[Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/) [Description](#description)[Use cases](#use-cases)[Alternatives](#alternatives)[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 \- Contact vendor for pricing 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://digitalmarkets.gartner.com/get-listed/claim-bx?url=https://www.icr-evolution.com&name=ICR Evolution) ## 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 (459)](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 4.5 (452) Value For Money 4.8 (16) Value For Money 4.0 (332) Customer Service 4.6 (16) Customer Service 4.1 (356) ## ICR Evolution alternatives [4.1 (224)](https://www.capterra.com/p/157853/JustCall/reviews/) Starting price $29.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 80% of reviewers rated it above 4 stars [4.2 (990)](https://www.capterra.com/p/113540/Bitrix24/reviews/) Starting price $69.00 Per User, Per Month Pricing Options Free Trial Free Version User Rating 82% of reviewers rated it above 4 stars Highest Rated [Genesys Cloud CX](https://www.capterra.com/p/179417/Genesys-Cloud/) [4.3 (262)](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 88% 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 (481)](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/) ## Features Features with the highest number of reviews are displayed first. Those that have no reviews appear next, sorted alphabetically. 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 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 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 Dashboard to view the status of ongoing processes, identify current incidents and track past activities Agents can view and manage all customer requests and interactions. System alerts about the need to escalate an issue or request Alerts or notifications of various types such as pop-up messages, sounds, banners, or badges Application programming interface that allows for integration with other systems/databases System that automatically dials calls Tickets are automatically assigned to specific agents based on predefined rules Distribute/route/connect calls A call center that both makes and receives calls Manage all call center activities including call monitoring, call recording, call answering, call transfer, etc. Manage and track all past and future calls. Collects essential call data such as call origin, call destination, call length, and other transaction details Listen to live phone conversations for the purpose of training and assessing agent performance Record the audio of phone conversations for quality assurance purposes Track and report on all incoming and outgoing calls Sends voice calls to a specific queue based on predetermined criteria Provide agents with a typical response for common call subject matter Process to identify source of incoming calls, date, time, duration or caller type using a unique phone number Transfers live calls to other agents Displays a personalized message to the receiver of the call, offering details about the reason or origin of the call. Schedules callback times Identify the number and contact information of a caller before answering the phone Create a collection of marketing actions to complete specific goals and plan and analyze campaign results Communicate using direct chat or messages within the system AI-based platform which conducts a conversation via auditory or textual methods Computer-telephony integration is the use of computers to manage telephone calls Built-in customer relationship management (CRM) capabilities or integration with a third-party CRM system Access previous interactions or concerns to maintain customer relationships Alter the layout and content of reports Assembly of graphs and charts for visualizing and tracking statistics/metrics Manage, store and organize emails within the system or via third-party apps A call center that primarily receives calls, typically customer service focused Track interaction history by documenting conversations for contacts Read and accept a combination of touch tone keypad selections and voice inputs and provide the appropriate prerecorded voice response Ability to chat online in real time Agents choose who to call and when Observe and track the demand, usage, progress or quality of a system, product, or user Allows communication with customers or users via multiple channels such as phone, email, live chat, etc. Manage inventory, communication, marketing, orders & more across warehouses, stores and online channels A call center that primarily makes calls, typically sales focused Organize and manage the accomplishments and development of employees or performance of applications or systems A set of indicators that tracks the performance of networks, applications, systems, teams, etc. System calls multiple numbers at once and connects the agent to the first number that answers Type of outbound calling system that automatically dials a list of phone numbers and connects agents with answered calls Monitor wait time and abandonment for incoming requests that have not been routed Analyze and gain insights into data in real-time Receive data and information in real time Active monitoring of systems, applications, or networks Notifications that are delivered to users as soon as an event occurs Active reporting of data and metrics Record live video calls to play later Collection, analysis, and representation of numerical data and generation of reports to understand various patterns View and track pertinent metrics to find patterns and gain insights from data Integrate with social media platforms such as Facebook, Twitter, LinkedIn, etc. Gauge satisfaction and receive information for improvement and success Turns text into natural sounding speech Set up connections to third-party platforms to improve business processes 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 Contact vendor for pricing 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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 Incentivized review: software users are invited to submit an honest review and offered a nominal incentive for their time and effort. All incentivized reviews are subject to our verification process prior to publication. 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. Independent research methodology Capterra's researchers use a mix of verified reviews, independent research and objective methodologies to bring you selection and ranking information you can trust. While we may earn a referral fee when you visit a provider through our links or speak to an advisor, this has no influence on our research or methodology. [Learn more](https://www.capterra.com/resources/proprietary-data-research/) How Capterra verifies reviews Capterra carefully verified over 2.5 million+ reviews to bring you authentic software experiences from real users. Our human moderators verify that reviewers are real people and that reviews are authentic. They use leading tech to analyze text quality and to detect plagiarism and generative AI. [Learn more](https://www.capterra.com/resources/how-we-verify-reviews/) How Capterra ensures transparency Capterra lists all providers across its website—not just those that pay us—so that users can make informed purchase decisions. Capterra is free for users. Software providers pay us for sponsored profiles to receive web traffic and sales opportunities. Sponsored profiles include a link-out icon that takes users to the provider's website. [Learn more](https://www.capterra.com/resources/how-we-ensure-transparency/)