Evolve IP Integrates Contact Center Solution with UCaaS Environment

As demand intensifies for companies to offer a more centralized omnichannel customer experience approach, many are putting their contact center offerings at the core of their unified communications solutions. With a centralized solution, call center personnel can work deeper on their customer relationships and offer a unified experience regardless of which communications channels customers choose. Without it, separation between the channels of communication makes for a resource-heavy, fragmented eco-system with huge potential to frustrate customers and agents alike.

UK-based Evolve IP recently added a new contact center solution to its collaboration services mix that is integrated with its unified-communications-as-a-service (UCaaS) solution. The enhanced omnichannel contact-center-as-a service (CCaaS) offering is powered by Enghouse Interactive, a player in the omnichannel market. Anywhere Contact Centre was designed to support valuable use cases for customer service, sales, help desks, or virtually any environment requiring the intelligent handling of communications and digital interactions, said Evolve IP.

The solution was designed to minimize or eliminate IT resource support and infrastructure investment. Available as a flexible SaaS model with a choice of contract term, the solution allows users to take advantage of omnichannel customer engagement functionality and benefit from instant scalability, business agility and analytics that combine to create the best possible customer experience.

Evolve IP’s UK Technical Account Director, Scott Rixon, noted that organizations need to catch up to their customers’ needs by developing strategies not just fit for today but long into the future.

“Our latest offering makes it easy to execute, manage, monitor and oversee a complete omnichannel strategy – covering standard email and chat options as well as the main social media channels,” he said. “Multiple platforms, video calls, mobile devices and even traditional deskphones all have a role to play in keeping businesses and their people connected wherever they may be. Driving customer engagement is crucial too.”