All Contact Center as a Service (CCaaS) Reviews
1-22 of 22 Reviews
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Tanveer
Verified reviewer
Used daily for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed December 2017
IP Phone System at its Best
One of the best Phone systems you can get for the money.
PROSVery User Friendly, Amazing Support , Not many distrubtion of services. Guaranteed uptime SLA's as long as you have uptime on Internet
CONSNot much to not like. The system could be more automated in some cases but it gets the job done as needed
Andy
Banking, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed January 2024
Relyance Bank Survey ECS
With in the first few months of going live we experienced 2-3 outages that impacted our customers' ability to reach us. More recently things have stabilized, but we had a rough start.
PROSWe used 8x8 before, so we were happy that Evolve ECS had all the same features we needed. The pricing was much better than 8x8 and the Support has been 100x better. We had significant struggles with 8x8 Support, even at the management level.
CONSThe tool set for administering ECS is extremely difficult to navigate. It seems to be built on older technology. We also have to use multiple different username and passwords to manage the full suite of products.
Reasons for switching to Contact Center as a Service (CCaaS)
8x8 was very expensive and their support was horrible.
Jeanetta
Insurance, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
3
EASE OF USE
2
CUSTOMER SUPPORT
4
FUNCTIONALITY
2
Reviewed March 2019
Potential...
Customer Service will assist but often after escalation to a Tech or ore knowledgeable rep. Functionality is acceptable for the most part. I believe the system has potential to do exactly what we need it to but I would like to be able to make the adjustments personally rather than opening a ticket. If a ticket is resolved, for something I have the capability of doing, I'd like to be taught how to do it, so I am aware how to manage the problem, should it recur.
PROSReporting Capabilities. Potential. Monitoring Wallboard
CONSNot very user Friendly. Quirky. Issues with things, like lingering "ghost" calls,that happen without full explanation.
Josiah
Verified reviewer
Civic & Social Organization, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed March 2019
Great Functionality, A little complicated
Overall, I am very happy with Evolve IP Call Center. It allows for smooth, efficient call handling, and I think its strengths definitely outweigh it's weaknesses. There are few to no dropped calls, and when paired with a skilled operator, it provides a great customer service experience.
PROSFor me as a call center operator, it is very easy to make transfers and handle multiple lines simultaneously. I appreciate how easy it is to make transfers, hold one line, the other, or both, and make callbacks. The virtual hold feature allows for better answer rates and higher customer satisfaction. Last, it is easy to relocate or minimize the tabs for the call center software, making it easy to navigate other web pages while handling calls.
CONSThe design is not very intuitive; it takes a while of using the software to understand how to use it. It also lags sometimes, which *can* cause calls to bump from one agent to the next. I have heard that the supervisor view uses a lot of RAM, and therefore is prone to freezing up or not working as it should; however, I have not experienced this personally. The call center where I work does not use their recording feature (for rights and responsibilities) because it cannot (yet) be paused; I have heard that this is under development.
Kenneth
Hospital & Health Care, 11-50 employees
Used daily for less than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
4
Reviewed March 2019
Great Features and easy to use
When we first switched to the call center software, the agents were apprehensive to learn something new. They thought it would be too difficult, slow them down, and be a burden. 1 month into it and they were all saying they don't know how they lived without it, and that it is so much easier than the old way.
PROSWe like how much easier it is to do everything on the computer instead of the phone. Thank you for providing a software solution that is easy to use and makes the process simple and trackable.
CONSThe least favorite part about the software would have to be that the numbers reported to the agents in "real time" do not match the numbers that are pulled on the back end. Not a huge deal for us because we rely on the tracking on the back end which is correct.
Max
Logistics and Supply Chain, 51-200 employees
Used weekly for less than 6 months
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
4
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed August 2021
Sometimes very reliable, sometimes not
Overall, we had hoped for a better product. Everything works, but not the way we want it to work. We expected a high quality dialing system. Instead we've received a software package that is more than ready for an update.
PROSOur previus dialing system had not so many option for reporting and complex dialing. This software has al these option. Some of them work well. Besides that this system doesn't remove clients from the queue. Our previous system did unfortunately...
CONSIt cost us a lot of time to implement this software. There are still things that aren't working well right now. Unfortunately, the company can't solve all the problems at once. One last thing: the user interface, for call agents and adminstrators aswell, looks outdated.
Reasons for switching to Contact Center as a Service (CCaaS)
Our previous system was ugly designed and outdated. Most dialing software systems have new features which make it easier to provide customers with the right information.
brian
Building Materials, 51-200 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed March 2024
Service review
I love the agent and supervisor portal, and the ease of use. Reporting is very robust as well
CONSoriginally, i didnt like the tech support, but that has come around to being quite good now.
Amy
Oil & Energy, 11-50 employees
Used daily for more than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
3
Reviewed September 2019
Has gotten more complicated
While technicians are always pleasant to deal with and willing to help, I find that it usually takes many calls in to get issues or changes or additional lines set up.
PROSQueue is simple and easy for agents to use, accessing custom reports on demand through Broadworks is very helpful
CONSRecent changes have made independently managing changes to our account almost impossible. It is no longer intuitive and requires many calls to the company to get issues resolved.
Gopal
Verified reviewer
Insurance, 201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
4
FUNCTIONALITY
5
Reviewed March 2019
Helping business productivity everyday
We are in the insurance business where timely posting of payments and response to inquiries is a business necessity and Call Center is an essential tool.
PROSI use Call center meeting room, IP telephone and advanced scheduling and call forwarding system everyday so as to be able to respond to tickets 24x7.
CONSI'd like to do self care and a lot of self care items are in the admin and I have to ask the admin.
Anonymous
201-500 employees
Used daily for less than 2 years
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
CUSTOMER SUPPORT
3
FUNCTIONALITY
3
Reviewed March 2019
Call Center success
Ease of use for end users and administrators.
CONSAdmin console could be improved. Currently needs a bit more work.
Andy
Verified reviewer
Media Production, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
2
FUNCTIONALITY
2
Reviewed February 2020
Wasn't the Right Phone Platform for Us
I'm sure it would work great for some users and companies, but it didn't entirely meet our needs or expectations. Ultimately, both sides agreed it was best to move on.
PROSThere wasn't a lot that we really liked about this platform. It mostly functioned as a phone system for the year that we had it, but it wasn't right for us.
CONSThe support was not great. I think they did try to provide good support, it just usually fell short for us. The unified communications app was not very good and had some issues. The website was very bad for most of the time we used it. They did upgrade it toward the end of our time using them, but it still fell short of other platforms we tested or what we now use. We think ultimately the company and product didn't head in the direction we were lead to expect and deadlines were frequently overstated and missed.
lane
Internet, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
4
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
Call Center Review for Evolve
Overall, the experience has been great. The call center functionality is wonderful and there are a slew of features available for most environments. The support from Evolve IP is really industry best as every person I have had the pleasure of working with has been competent and extremely helpful.
PROSThe functionality and support from Evolve IP using their call center as well as the value are more than enough reasons to make the switch.
CONSThere is a slight learning curve navigating the software but like any new software, this is to be expected.
Larry
Automotive, 501-1,000 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
4
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed September 2019
EvolveIP review
EvolveIP has been very easy to work with. Changes to our agreements are very simple and support always follows up with open items.
PROSThis company is very easy to work with. Response times are almost immediate and they are great at follow up.
CONSAt first I was a little skeptical as I had not worked with many other hosted companies, however in a very short time my uneasiness went away.
Reasons for switching to Contact Center as a Service (CCaaS)
Security, disaster recovery, growth ability and cost savings
Kristi
Veterinary, 2-10 employees
Used daily for less than 2 years
OVERALL RATING:
1
EASE OF USE
1
VALUE FOR MONEY
1
CUSTOMER SUPPORT
1
FUNCTIONALITY
1
Reviewed April 2021
Worst Service Ever
The overall Experience with Evolve was beyond poor. It is impossible to speak to anyone over the phone about issues and when you do they are not knowledgeable or able to help you fix your issues. They make promises to "escalate" your tickets but then sweep them under the rug and never call you back. So you have to start all over again the next day wasting hours of busy business owners time. The customer portal is a joke.
PROSThe Pro's were only the thing I already had in place before Evolve took over my existing phone company.
CONSThe online portal is impossible to use and there is no help to set it up. No Customer Service or Support.
Anonymous
51-200 employees
Used daily for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed March 2019
Great tool to use
we used it for a few years with no issues. manager was able to jump on calls to listen for training and could get tons of useful stats from the reports.
PROSsoftware was easy to learn. had a lot more features then the software we used previously
CONSthere was a lot of features and showing the folks how to use it was the worst part. not cause the software but more the users having a million questions that they already asked.
Beth
Financial Services, 51-200 employees
Used daily for less than 12 months
OVERALL RATING:
4
EASE OF USE
3
VALUE FOR MONEY
3
FUNCTIONALITY
3
Reviewed March 2019
Hard to understand
When I was taught by provider they explained everything almost too thorough and it confused me. Overall it was simplified and it is now easy to teach. It's a very up to date and useful.
PROSI like the click to call options. I like the fact that users can easily see their stats for the day. I also like that you have a section where you can store contacts.
CONSWhat u disliked was information for the call the user is on doesnt show up automatically. I also dont like the fact if your on monitor mode you cannot hang up the user call. I do not like that ANIs dont automatically change with the phone numbers.
Anonymous
51-200 employees
Used more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed October 2017
it was easy for the call center and the manager to see the work flow each agent was doing.
it was a lot better then the old outdated software we were using and it was a lot more customizible.
PROSOur agents found it easy to use and navigate. Our call center manager enjoyed being able to customize reports for the specific data they were looking for.
CONSWe were unable to load multiple recordings that we use for holidays, office closed, and so forth so we had to switch it for different events instead of it being able to auto switch without changing the wav file.
Anonymous
201-500 employees
Used weekly for less than 2 years
OVERALL RATING:
3
EASE OF USE
4
VALUE FOR MONEY
3
CUSTOMER SUPPORT
5
FUNCTIONALITY
3
Reviewed March 2019
IT Review
The support team at Evolve IP is very good and usually resolves cases within an hour.
PROSThe admin console is fairly easy to use and adding users is fairly straight forward.
CONSUsers are not provided with an easy to access method of resetting their passwords. Additionally, some features are only accessible by customer support so some administrative actions you might want to take require a call to their support team.
Joseph
Medical Practice, 11-50 employees
Used weekly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2017
Wonderful experiences every day.
The tools available help us monitor our call service very efficiently. Creating our top priority an easy task, which is making our customers happy.
PROSIt's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.
CONSIt's easy to use and very intuitive. The call reception and software is a wonderful tool that helps our team complete daily tasks.
Anonymous
11-50 employees
Used daily for less than 6 months
OVERALL RATING:
3
EASE OF USE
3
VALUE FOR MONEY
2
CUSTOMER SUPPORT
3
FUNCTIONALITY
4
Reviewed December 2018
Could use improvement
The software allows me to connect to co-workers at various sites. The company that I work for has more than 13 sites throughout Philadelphia.
CONSIt lacks a few things such as modern emojis, boardrooms, and it still has status updates.
Vimal
Health, Wellness and Fitness, 11-50 employees
Used monthly for more than 2 years
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
3
CUSTOMER SUPPORT
4
FUNCTIONALITY
4
Reviewed July 2017
Customer Support is best part of evolve ip
Easy to use, instant update all features and functionally makes call handling easy. all over Quality of software is awsm
CONSNo cons as per us but only thing i dont like is default voice message recording system and answering services should be included
Jonathan
Non-Profit Organization Management, 11-50 employees
Used monthly for less than 12 months
OVERALL RATING:
5
EASE OF USE
5
VALUE FOR MONEY
5
CUSTOMER SUPPORT
5
FUNCTIONALITY
5
Reviewed July 2017
My experience has been excellent!
Ease of use!
PROSEase of use! Really very intuitive. Everything is spelled out clearly and compared to other software, I am always glad to see something that makes it quick and easy!