Contact Center as a Service (CCaaS) 2026: Benefits, Features & Pricing

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Overview
Pricing and Plans
Features
User Reviews

Overview

Contact Center as a Service (CCaaS)

4.0

(21)

Pricing

Starting at $85.00 per month

About Contact Center as a Service (CCaaS)

Evolve IP’s omnichannel contact center helps organizations manage voice, telephonic, email and other communications on a centralized portal. The platform allows managers to manage operations in real-time and gain visibility into the performance of the agents via custom reports.

Evolve IP provides an integrated knowledge base and analytics engine that enables organizations to identify and analyze patterns emerging from customer queries. Other features include automatic call distribution, skills-based routing, outbound dialing and more.

Evolve IP supports integration with various third-party applications, which can help organizations automate a variety of tasks. Pricing details are available on request and support is extended via phone, email and other online measures.

Contact Center as a Service (CCaaS) Screenshots

Contact Center as a Service (CCaaS) Pricing and Plans

Starting price: $85.00 per month

Free Trial

Free Version

Agents

$85.00

per user, per month

No plan information available

Supervisors

$110.00

per user

No plan information available

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Contact Center as a Service (CCaaS) Features

Popular features found in Call Center
Caller ID
Call Logging
Call Monitoring
Call Recording
Call Routing
Call Scripting
Contact Management
CRM
Dashboard
IVR
Queue Management
Reporting/Analytics
More features of Contact Center as a Service (CCaaS)
Alerts/Escalation
API
Automatic Call Distribution
Blended Call Center
Campaign Management
Computer Telephony Integration
Inbound Call Center
Manual Dialer
Outbound Call Center
Predictive Dialer
Progressive Dialer

Contact Center as a Service (CCaaS) User Reviews

Overall Rating

4.0

Ratings Breakdown

38%

33%

24%

Secondary Ratings

Ease of Use

3.8

Value for money

3.7

Customer support

4.0

Functionality

3.9

Gopal C.

Verified reviewer

Insurance

201-500 employees

Used daily for less than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I 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.

Cons:

I'd like to do self care and a lot of self care items are in the admin and I have to ask the admin.

Andy J.

Verified reviewer

Banking

51-200 employees

Used daily for less than 12 months

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We 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.

Cons:

The 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 M.

Verified reviewer

Insurance

51-200 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

Reporting Capabilities. Potential. Monitoring Wallboard

Cons:

Not very user Friendly. Quirky. Issues with things, like lingering "ghost" calls,that happen without full explanation.

brian i.

Verified reviewer

Building Materials

51-200 employees

Used daily for more than 2 years

Review source

Reviewed March 2024

Service review

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

I love the agent and supervisor portal, and the ease of use. Reporting is very robust as well

Cons:

originally, i didnt like the tech support, but that has come around to being quite good now.

Josiah K.

Verified reviewer

Civic & Social Organization

51-200 employees

Used daily for less than 12 months

Review source

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.

Ratings Breakdown

Ease of use

Customer support

Functionality

Pros:

For 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.

Cons:

The 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 B.

Verified reviewer

Hospital & Health Care

11-50 employees

Used daily for less than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

We 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.

Cons:

The 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.

Andy T.

Verified reviewer

Media Production

51-200 employees

Used daily for less than 12 months

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

There 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.

Cons:

The 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 p.

Verified reviewer

Internet

501-1000 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

The functionality and support from Evolve IP using their call center as well as the value are more than enough reasons to make the switch.

Cons:

There is a slight learning curve navigating the software but like any new software, this is to be expected.

Verified

Reviewer

Non-Profit Organization Management

51-200 employees

Used daily for more than 2 years

Review source

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.

Ratings Breakdown

Ease of use

Value for money

Customer support

Functionality

Pros:

software was easy to learn. had a lot more features then the software we used previously

Cons:

there 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.

Larry H.

Verified reviewer

Automotive

501-1000 employees

Used daily for more than 2 years

Review source

Reviewed September 2019

EvolveIP review