BPA Featured Article

New Contact Center Solution Allows for Agent Monitoring and More

By Rich Steeves, TMCnet Managing Editor
October 17, 2012

The demands on today’s call and contact centers have certainly evolved. In the dynamic world of technology and communications, they require more robust solutions, cloud connectivity and the ability to remotely monitor calls and agents. To meet these changing needs, EvolveIP has created the new Evolved Call Center solution, which allows for all of this functionality and more.

The Evolved Contact Center has one the 2012 TMC (News - Alert) Product of the Year Award, demonstrating the quality of the solution. It provides greater access, insight and flexibility in call center operations by providing browser-based contact center tools. The solution also offers a simplified agent and supervisor interface, personalized management workspaces, 16 new customizable reports, report automation and more. The new version allows managers to monitor calls and agents from their own PC, laptop, smartphone or tablet device, creating reports and making changes on the go.

"Our award-winning cloud-based contact center just got even better," says Rich Fox, contact center director at Evolve IP (News - Alert). "These new features will keep our customers way ahead of their competition, and make it possible to monitor and control their contact center from any device, anywhere. But we're not stopping there. We're committed to providing a best-of-breed, low-cost, cloud-based call contact solution, and will continue to deliver innovative new features and services for our customers."

This enterprise-class, virtual contact center solution can seamlessly integrate with any existing PBX (News - Alert) or IP-PBX. It boasts fast deployment, easy upgrades, lower total cost of ownership due to a lack of capital expenditure and SOC 2-certified platform security. It is scalable and flexible, offering advanced capabilities such as call whispers that play specific messages to agents, call prioritization, advanced call monitoring features and more.

Edited by Rachel Ramsey