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Evolve IP’s Cloud Contact Center Hits the Spot

May 17, 2017 / Evolve IP

The Evolve IP Cloud Contact Center service offers users flexibility, scalability, cost reduction and extensive functionality for omnichannel customer contact. This explains the success of this modern accessibility proposition of the communication partner in customer contact. For a while, it seemed like Evolve IP was too ahead of its time. But the early CCaaS strategy is now catching on.

Around twenty years ago, when customer service was still mostly about inbound telephony, Evolve IP supplied smart routing services that closely fitted customers’ traditional switchboards. A quarter of all incoming phone calls in the Netherlands were processed by Evolve IP at that time. Evolve IP used to deliver most of its services via the large telecom providers. This indirect model turned out to be a vulnerable strategy when the market started to change because of takeovers and newcomers in the communication market. Around nine years ago, Evolve IP decided to start delivering to the customer directly and opted for an online contact centre platform. It seemed like Evolve IP was way ahead of its time. But many organisations are now asking for cloud-based solutions. ‘It isn’t that long ago the big customer-oriented organisations wanted their own in-house phone systems’, Remco Spierings says. ‘This has totally changed. There is a different wind blowing in the world of customer services.’ Spierings is Sales & Marketing Director at the customer contact specialist Evolve IP and serves organisations like Carglass, Stanley Security, the Regional Tax Group and Rochdale. Municipalities and several financial institutions are about to join as well. What can explain this popularity?

 

Releasing the Brake

Through the years, many larger organisations invested in their own customer contact architecture, which is now a liability for them. Because of the strong connections between different systems, it has become impossible to quickly adapt to new developments. The early adopters of the Evolve IP cloud contact centre services were all pioneers in their field. They are successful with new concepts which are supported by a distinctive way of customer contact. ‘We see more and more large organisations that want to make the switch to the cloud because they don’t want to lose the battle over the customer. For this reason, we changed all Avaya systems this year. Besides, an upgrade is usually more expensive than multiple years of our services.’

 

The Same Platform for Everyone

‘For us, the cloud is really the cloud’, Spiering emphasises. ‘We use so-called multi-tenant systems. This means that everyone is using the same platform, which can be configured to their individual needs. We noticed that the market is sometimes compared to ‘managed’ or ‘hosted’, where the user still has his own system, which is run on an external server but needs to be maintained and updated by the user himself. Unlike many international CCaaS providers, we guarantee your data stays within the EU. The protection of personal data is a hot topic in the Netherlands, but even more so in Germany. We take this very seriously and have an ISO 27001 certification, for example.’

 

Ultimate Flexibility

When there is an update available, every Evolve IP customer can use it. The custom fit is in the configuration, the set-up of company processes and the management of the contact centre. Users of the Evolve IP cloud platform pay a fixed price per user per month. Investing in expensive hardware is no longer necessary. This gets you maximum flexibility. Spierings: ‘An on-premise or managed solution needs to be set up for the expected peaks. When someone uses 400 agents in the contact centre, they pay for 400 agents. Not with us. Only when you need to scale up, you will have to pay more. Until the extra capacity is no longer needed. The same goes for extra functionality. You can easily set up a WhatsApp or chat pilot for a select group of users for a couple of months.’

 

Cash Flow for Core Business

Working with the cloud solutions from Evolve IP is, therefore, more flexible and financially interesting. According to Spierings, it is often easy to make a business case for customers who are coming from an on-premise situation. ‘The balance, of course, used to show investments and depreciation for the on-premise systems, sometimes as high as hundreds of thousands of Euros. We don’t have investments or depreciation. You reserve the cash flow for the core business and everyone can use the latest platform for omnichannel customer contact at any time, without extra costs.’

 

It’s all included.

Besides cost reduction and flexibility, omnichannel functionality is the third important driver for choosing an Evolve IP cloud solution. ‘We can effortlessly make new functionalities available. Everything is prepared on the platform. Telephony of course, and also mobile, text, chat, e-mail, WhatsApp and social media like Facebook… All from one agent interface and one reporting channel. A standard integration with a CRM system like Salesforce? Check. It is all included and depending on what you buy from us, the monthly fee varies slightly.’

 

Maximum Uptime

Evolve IP, of course, works with geographically separated data centres. Dutch customers are served from Delft and Amsterdam. A third data centre is on its way and will, because of international expansion, be located in Germany. This redundant configuration guarantees maximum uptime. ‘Something that speaks to our customers’ IT specialists’, Spierings says. He also points out that the IT department is no longer pressured by changes and testing operational connections. The IT department has their hands free to focus on tactical and strategical questions that support the core business.

 

One Stop Shop

Evolve IP is one of the few CCaaS suppliers who also supply business telephony (UCaaS). Spierings: ‘We have best-of-breed platforms on which we base our all-in-one solutions. Customers want to reduce the number of suppliers. We supply communication as a service for every staff member within an organisation, including telephony and data connections. This enables us the guarantee end-to-end quality and totally unburden our customers.’

 

Customer Recognition

Evolve IP engages in conversation with their existing customers about even smarter ways of using the cloud contact centre solution. Spierings: ‘The next step, which we’ve basically already taken, is customer recognition and call prediction. When you know who is contacting you, you can predict their question and adapt to it in advance. This improves the service for customers, making them more satisfied!’

 

Categories: Call Center
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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.

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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.

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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.

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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.

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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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