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Cloud Contact Center: The Advantages for the Customer Contact Manager

June 21, 2017 / Evolve IP

Quickly responding to changing customer requirements requires a lot from your customer contact centre. Customers want proactive information and a personal approach. Cloud contact centre services give you the space to use every contact moment to build your relationship with your customer.

Below, we list some advantages of the Cloud Contact Center, you can download a white paper, and look at a customer case from Knab.

Get The Most Out Of Your Team

Evolve IP’s Cloud Contact Center allows you to use the telephone, chat, email and social media channels when contacting your customers. You can personally specify the mix of various customer contact channels, and use blending to alternate activities for personnel between outbound, inbound and mail. This allows you to make the most of your team.

The Latest Functionality

You will always have access to the very latest functionality because the cloud contact centre is supplied as Software as a Service (SaaS). You no longer have to worry about which social media channels are going to be the hype next year. Evolve IP ensures that you are always up-to-date by facilitating integration with mainstream communication channels.

Easily Absorb Peaks

Many contact centres encounter peak moments due to seasonal factors and marketing initiatives. Due to the scalability of our cloud-based services, and the insights you receive from reports, you will be able to timely adjust the capacity of your department based on how many questions you are receiving from customers. Too much pressure on your department? You then have multiple options. You simply adjust the routing or queue settings via the web portal. You are in charge of setting up your contact centre to meet your current needs. You can also call on more employees because they can easily work from home or from another location. In doing so, you can build a flexible shell and save on staff costs.

Play a Role in the Whole Customer Journey

Exceeding the expectations of your customers is easier than you think. You can simply enable or disable functionalities to meet the requirements of your customer at the correct moment in the customer journey. In this way, you will get the maximum return from your customer contact environment. Show your contact centre agents who is calling and offer a bit of customer history prior to the moment of contact. This is possible by displaying available CRM data via a customer card on your agent’s desktop.

White Paper

In the white paper ‘The Advantages of a Cloud Contact Center’, we go into detail about the advantages of a cloud contact centre for the contact centre manager and his customer contact strategy. Download the white paper ‘The Advantages of a Cloud Contact Center’ here if you want to know more about this.

Customer Case

How does online bank Knab distinguish themselves by optimising their customer contact? Read and download the case ‘Cloud Contact Center for Knab’ here

Even More Advantages of a Cloud Contact Center

Your Customers Are Supported with the Use of Skill-Based Routing

One or more skills can be created for each agent and then linked to the Interactive Voice Response system (IVR) and unified queue with prioritisation possibilities. Per agent, one or more skills could be created and linked to the Interactive Voice Response system (IVR) and the advanced unified queue with priority option. Thanks to the Evolve IP customer satisfaction survey, you can directly connect the caller to a self-defined survey once the call comes to an end. Here you can ask whether the customer’s expectations have been met.

Process Frequently Asked Questions via Self-Service

Evolve IP’s telephone-based self-service application allows frequently asked questions to be processed without intervention from employees. For example, a customer may request a copy of his latest invoice. He phones and gets the option offered in the IVR. After verification, he receives a link to the latest invoice. A question that is automatically dealt with costs only 10% of what it would have cost had the question ended up with the contact centre. A significant saving through which your contact centre agents have more time available for complex questions with high customer value.

Total Overview of the Whole (Virtual) Contact Center

Manage your customer contact environment centrally with a single queue for the entire organisation, whatever the number of branches and the number of agents. This maximises the agent efficiency and significantly decreases complexity. From one single place, you have a complete overview of the entire (virtual) contact centre. From every PC, you can make and change audio prompts, record conversations, adjust call flows and agent skills and monitor the SLA.

A Uniform Customer Experience from the Whole Organisation

The entire organisation is actually the contact centre. Many people other than the agents have regular customer contact. For a uniform customer experience, it is important that the customer information is available during every conversation and that it can be forwarded if a call is transferred. The cloud contact centre model offers solutions with which the back office, office workstations and even mobile employees have the same tools for optimal customer contact.

Ask your communication partner in customer contact

Evolve IP is already a partner in customer contact for many organisations. Curious about the advantages your company will have with the Cloud Contact Center? Contact an Evolve IP consultant via +31(0)88-428 31 11

Categories: Call Center
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The Evolve IP Compliance CloudTM

Compliance is a way to do business … not an afterthought when clients need it.

At Evolve IP we have a dedicated compliance and security practice and work with two of the world’s top 3rd-party compliance auditors, Grant Thornton and Ernst & Young, to enable customers to extend their compliance to our fully audited cloud. This focus allows us to deliver the documentation and assurances that other’s simply cannot including HIPAA / HITRUST, PCI-DSS (all 12 sections), SOC 2/3 and more. The Compliance CloudTM includes true client isolation, encryption in transit and at rest, private VLANs, firewalls and dozens of other security measures.

 
 

Compliance may vary by region

What Our Clients Say
  • “High-level technology, better compliance, cybersecurity, and communication capabilities are expected of all providers of financial services, regardless of size. With the rate of change and costs involved, it is difficult for any size credit union to keep pace. So when we were looking for a cloud technology partner, we emphasized the need to provide to our members with technology solutions that help them compete with larger banks and financial institutions, at a cost they can afford. Evolve IP offers all that, plus broad financial services industry experience and a pedigree of providing first-rate service to support growth and continually enhance the entire member experience.”

    David Frankil, Chairman of the NJCUL Services Corporation and President/CEO of the New Jersey Credit Union League

  • "The people that Evolve IP are more personable; you don't feel like there's necessarily a script when you're talking with them, they’re easy to understand, quick to get a hold of, and they follow through on what they say they're going to do."

    Watch Testimonial

  • "Evolve IP has been a vendor partner that has grown with us, that has helped us, and that you know stands by us and stands by their word."

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  • "I was a bit of skeptical because I've been told that by sales guys before...but you've all came through on every one of their promises and not only that, but even throughout our subsequent years of working with us as partners, you’ve stepped up to the plate whenever we needed something and provided a helping hand"

    Watch Testimonial

  • "…we were assigned a project manager for our implementation they weren't just force-feeding one process down. they listened, they work with us, they adjusted schedules and they held our hand every step of the way…"

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What the Experts Think

Our analyst-acclaimed solutions are built on a world-class, compliant architecture that leverages the blue-chip technologies organizations already know and trust.

Gartner

We deploy best-of-breed solutions including: Disaster Recovery, Contact Center, Unified Communications, DaaS, IaaS. Our services are analyst-acclaimed, vendor-validated, client recommended and award-winning.

HITRUST

Evolve IP is proud to have achieved the honor of being HITRUST CSF certified! Certification to the HITRUST Common Security Framework (CSF) affirms that all of Evolve IP’s cloud computing and cloud communications services adhere to the strictest security standards for electronic protected health information (PHI). The HITRUST security standard was developed by and for the healthcare industry as a means of going above and beyond the compliance requirements of HIPAA.

The HITRUST Common Security Framework (CSF) was developed to address the multitude of security, privacy and regulatory challenges facing healthcare organizations. The HITRUST CSF was developed by healthcare and IT professionals to provide an efficient and prescriptive framework for managing the security requirements inherent in HIPAA. HITRUST CSF rationalizes healthcare-relevant regulations and standards into a single overarching security framework. An important part of the “What is HITRUST” answer is understanding that the CSF is risk-based and compliance-based so that organizations can tailor the security control baselines and vendor management programs that they follow based on their specific organization type, size, systems, and regulatory requirements.

HIPPA

The Privacy regulations of the U.S. Health Insurance Portability and Accountability Act (HIPAA) require health care providers, organizations, and their business associates, develop and follow procedures that ensure the confidentiality and security of protected health information (PHI) when it is transferred, received, handled, or shared. This applies to all forms of PHI — paper, oral, and electronic, etc. Those who fail to adhere to HIPAA can suffer from huge fines climbing into the millions of dollars for major violations.

The Compliance Cloud™ fully enables covered entities and their business associates subject to HIPAA regulations to leverage a secure environment to process, maintain, and store protected health Information (PHI) featuring among other controls.

SSAW 16 Service Organization Control II (SOC 2)

Evolve IP has received an SSAE 16 SOC 2 Type II report on our internal controls relating to how we assess and address the potential risks associated with the security, availability, and confidentiality of not only the cloud-based services that we provide, but also our physical and logical infrastructure. Evolve IP utilizes the Certified Public Accounting firm of Grant Thornton to perform its annual audit and attestation in accordance with the Statements on Standards for Attestation Engagements No. 16 and the associated Trust Services Principles, as published by the AICPA, to evaluate the effectiveness of Evolve IP’s service organizations controls.

Forbes

While Forbes regularly features coverage and recognition about Evolve IP, they've most recently recognized Evolve IP as being the "Best Cloud Computing Companies And CEOs To Work For In 2017".  They've ranked Evolve IP in the Top 3 just behind Google and Microsoft in the Cloud Infrastructure classification.  (Feb 2017). Forbes  also recently recognizes Evolve IP for bringing Singer Equipment Corporation, a mainstream business based in PA, into the cloud by means of unified communication. (Sept  2017). Last year, Forbes recognized Evolve IP's survey of 1,080 executives citing that the number one reason to go to the cloud is the same reason that it is avoided. (Mar 2016).

Unified Communications Product of the Year

TMC and Internet Telephony Magazine have named Evolve IP’s unified communications platform as a 2017 Unified Communications Product of the Year Award winner. This marks the 6th time Evolve IP has been honored with this prestigious award and follows a series of product innovations that have allowed the company to rapidly expand its international coverage.

Evolve IP’s business collaboration tools and IP phone system dramatically improve employee productivity in the office and on the road with a Unified Communications as a Service (UCaaS) platform that fully integrates voice, video, instant messaging & presence (IM&P), desktop sharing, audio/web conferencing and more. The company also provides a sophisticated Web-based management portal, OSSmosis®, that allows administrators to easily configure system functions and quickly modify users without the need to reach out to a third party for changes.

Inc.

Inc. magazine has recognized Evolve IP in the 34th annual Inc. 500|5000, an exclusive listing of the nation's fastest-growing private companies. The list will be unveiled in the September issue of Inc.

The story of this year's Inc. 5000 is the story of great leadership. In an incredibly competitive business landscape, it takes something extraordinary to take your company to the top," says Inc. President and Editor-In-Chief Eric Schurenberg. "You have to remember that the average company on the Inc. 5000 grew nearly six-fold since 2012. Business owners don't achieve that kind of success by accident.

Payment Card Industry Data Security Standard (PCI DSS)

Evolve IP has achieved Payment Card Industry (PCI) Data Security Standard (DSS) compliance covering all 12 sections of the PCI DSS. The PCI data security standard is a comprehensive set of standards that require merchants and service providers that store, process, or transmit customer payment card data to adhere to strict information security controls and processes. It was created by the founding brands of the PCI Security Standards Council, which includes American Express, Discover Financial, JCB International, MasterCard Worldwide, and Visa Inc.

CSA STAR

Evolve IP is also a registered and participating member of the CSA Security, Trust & Assurance Registry (STAR). The CSA was formed to encourage transparency of security practices within cloud providers. It is a free, publicly accessible registry that documents the security controls provided by various cloud computing offerings, thereby helping users assess the security of cloud providers they currently use or are considering contracting with. CSA STAR is open to all cloud providers, and allows them to submit assessment reports that document compliance to CSA published best practices. The searchable registry will allow potential cloud customers to review the security practices of providers, accelerating their due diligence and leading to higher quality procurement experiences. CSA STAR represents a major leap forward in industry transparency, encouraging providers to make security capabilities a market differentiator.

Deloitte’s Technology Fast 500TM

Evolve IP has been ranked for the second consecutive year on Deloitte’s Technology Fast 500™, a ranking of the 500 fastest growing technology, media, telecommunications, life sciences and energy tech companies in North America – both public and private. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth from 2012 to 2015. The list is a veritable Who’s Who of technology that has included tech companies like Google, VMware and Facebook.

Technology Fast 500 provides a ranking of the fastest growing technology, life sciences, and energy the companies – both public and private – in North America. Technology Fast 500 award winners are selected based on percentage fiscal year revenue growth during the period from 2012 – 2016.

Red Herring

Red Herring has named Evolve IP as one of the Top 100 Companies in North America.  Red Herring’s Top 100 recognizes the leading and most promising private companies from around the world. Among the over 20 criteria used to analyze companies for the award, Evolve IP was noted for its financial performance, technological innovation, customer footprint, the DNA of its founders and addressable market.

Red Herring selects the award winners for North America from approximately 1,200 privately financed companies each year in the US and Canada. Since 1996, Red Herring has kept tabs on these organizations and its editors were among the first to recognize that companies such as Facebook, Twitter, Google, Yahoo, Skype, Salesforce.com, YouTube, Palo Alto Networks and eBay would change the way we live and work.

Entrepreneur

Evolve IP has been recognized as one of the “Best Entrepreneurial Companies in America” in Entrepreneur magazine’s Entrepreneur360™ Performance Index, a study involving a comprehensive analysis of private companies in America. Based on this study forged by Entrepreneur, Evolve IP is recognized as a company that exemplifies growth, not just in top and bottom line, but in sustainability and the ability to achieve lasting success.

According to Entrepreneur, after evaluating approximately 10,000 U.S. based firms, the team of editors and researchers behind the E360 Performance Index collected more than 250 pieces of data from the finalists, focusing on growth drivers and challenges, goal setting, resource allocations, and reward systems. The analysis uncovered a class of leading companies, including Evolve IP, whose continued success is largely based on superior value creation for their customers, building an adaptive learning culture, and aggressive geographic expansion—placing them amongst the most dynamic firms in America today.

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