The Evolved Call Center

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1 The Evolved Call Center Evolve IP s award-winning Contact Center provides organizations with a sophisticated, cloud-based service that delivers real business value. Leverage Evolve IP s redundant and compliant cloud architecture to enable business continuity while also unifying multiple locations and remote agents on a single, integrated platform. s advanced features provide contact center managers with significantly greater agent control along with deep business analytics that drive insight into their operations. From quality management to IVR customer surveys to CRM integrations, the Evolved Call Center enables managers and agents to be both efficient and effective. Delivered as a cloud service, organizations are able to upgrade to these advanced features and lower TCO - all without CAPEX investment. Evolve IP s platform is designed to deliver all of the features needed to support a world-class contact center including: PBX and ACD: we provide a fully integrated solution or leverage your existing PBX. Call Recording & Quality Management: record all or some of your staffs calls and screen interactions, tag calls, and rate agents via custom scorecards. Reporting & Business Intelligence: leverage existing templates via adhoc or scheduled reports or build custom visualizations and dashlets that provide real-time insights. Make real-time changes from any Internet browser Work from Anywhere: empower your agents and supervisors with the ability to operate from any locaton without any loss of functionality with only an Internet connection. Business Continuity / Disaster Recovery: operate your call center regardless of technology or power failures. Queue Callback: offer callers the convenience of a callback instead of waiting for an agent. IVR: visually build advanced call flows that offer self-service applications and endless routing options. Screen Pop: telephony enable your CRM or business application with agent screen pops. Assess the performance of your call center Compliance: ensure you meet PCI DSS, HIPAA, ITAR and related compliance requirements with a platform that has passed rigorous regulatory audits.

2 Key Benefits (Executives) Lower TCO: Eliminate CAPEX, maintenance costs, upgrade charges, and reduce traditional telecom expenses. Pay for only the services you need; when you need them. Business Continuity / Disaster Recovery: Queue calls in our highly-available, redundant cloud to ensure your business keeps running regardless of adverse conditions at a location. Easily route calls around impacted locations, to other offices, or to mobile & home phones. Business Intelligence: Integrate analytics across customer engagement tools like CRM to uncover key insights that deliver real business value. Flexible: Implement only the services you need. Distribute call center resources without adding IT staff. Customer Satisfaction: Improve your caller s experience with advanced routing tools, surveys, CRM / business application integration, and business intelligence insights. Empower your agents with intuitive and powerful desktop tools Secure: Deployed on a private cloud with compliance certifications, encryption, and the ability to address your audit concerns. Key Benefits (Call Center Managers) Broad Range of Features: Gain access to the enterprise-class features needed to operate a world-class call center. Scalable: Staff queues with agents and supervisors without having to add circuits or hardware. Unlimited call capacity eliminates busy signals. Open a new location anywhere with only an Internet connection. Easily add staff to your call center wherever they are. Improved Agent Performance: Increase the effectiveness of your agents with advanced management features including: call recording, screen capture recordings, live call listening and quality management scorecards. Control: Supervisors are empowered with unparalleled control over agent productivity and point-and-click configuration through a web-based portal accessible from any device. Centralized Management: Manage queue activity, monitor calls (regardless of agent location), and re-route calls with a click of the mouse from any device. Extensible: Integrate with popular CRM and messaging platforms. Simple application integration through standards-based APIs to any business application. Reporting: Review performance in real time with ad-hoc reporting or through automated delivery. Provide real-time metrics to the contact center Why Choose Evolve IP s Cloud? Evolve IP s Call Center features exclusive capabilities, enables regulatory compliance and is hosted across a world-class, highly-redundant cloud platform to ensure uptime and business continuity. Our award-winning service integrates seamlessly with our IP phone service, your existing phone system or any mobile phone. Unlike other providers we also offer cloud computing services enabling us to effortlessly deploy dedicated virtual servers to store and quickly recall your voic s, call or screen recordings.

3 ACD Features All the features you need to run a world-class call center that will be designed by one of our experts to meet your specific business requirements Route calls to the best agent using skills-based agent and queue selection so that you are always delivering the right call to the right agents. Take overflow actions when calls are waiting too long or too many calls are in queue. The most common actions include expanding the pool of agents eligible to receive those calls or routing those calls to alternative destinations including business partners or outsourcers. Automatically escalate calls that aren t answered by an agent so those calls get the best service possible by the next available agent. Business continuity routing allows you to automatically take an action when a call is sitting in queue that isn t staffed or every agent is unavailable to serve that caller. Full control over your call flow to ensure the customer experience matches your expectations - from mandatory entrance messages to the marketing messaging callers hear while waiting for an agent to speaking the caller s expected wait time or position in queue. Comprehensive reporting in graphical and tabular formats that can be generated real-time, for historical time periods, or scheduled for delivery. Generate interval, daily, weekly, or monthly reports with ease that are delivered in multiple formats (HTML, PDF, or Excel). Supervisors can silently monitor or participate in any call regardless of the agent s location (in the office or working remotely). Track agent unavailability through your custom list of Unavailable Codes that your agents select as the reasons they are unable to answer calls such as Break, Lunch, Meeting, or Training. Understand the nature or disposition of every call through your custom list of Disposition Codes that your agents select regarding the nature of the call (e.g. inquiry, sale), the status (e.g. follow up, research required), the product, or the marketing promotion associated with that call. Empower your agents with more information about the caller via their handset, workstation, or whisper in the ear so they know the nature of the call or marketing promotion or answer that call with the proper greeting. Grant your agents the ability to control their outbound caller ID from a pre-defined list of numbers so that the caller receives the right Caller ID and any return calls reach the proper destination. Offer callers the ability leave a voic instead of waiting in queue and receive those voic s via . Give your agents the right amount of wrap-up time after each call type so they can finish that call before the next queued call is delivered to them. Assign different priorities to discrete call types or provide a completely different branded experience or track these calls separately for reporting purposes. Automatically mark your agents as unavailable if they do not answer their phone to protect your service levels. Deliver calls automatically to your agent so they don t have to answer the phone.

4 Flexible Setup Options seamlessly integrates into the Evolved Office Hosted PBX service or via callback to legacy PBXs. Agents can gain access to features and control through advanced desktop applications or manage their state via a more traditional handset based interface. Agent Client, provides a web-based point and click call control, ACD state functions (sign-in, sign-out, unavailable, available, and wrapup, etc.), assign disposition codes and realtime queue status. Unity Agent features an intuitive icon based presence interface. Unity provides point-and-click call control and embedded chat that is the perfect add-on for workgroups and functional teams. For more traditional deployments agents can control ACD state functions from their Evolve IP handset.

5 Centralized Management Call Center Management needs information at their fingertips to make vital decisions about queuing, overflow treatment and call routing. Supervisor Client, an intuitive web-based client, provides call center leaders with the real time queue activity, the ability to listen to calls, tools to monitor/change agent status, and options to prioritize and redirect calls. The Call Center Dashboard is a web application that delivers queue statistics and thresholds in real-time on a variety of devices from wallboards to individual PCs, Tablets, and Smartphones.

6 Reporting Call Reporting is vital to ensure adherence, compliance and service levels within any call center. offers flexible reporting to meet the various needs of call center Supervisors, Management and Executives. Queue reports provides the queue activity metrics for an individual queue, multiple queues, or by DNIS. Key metrics like call volume, abandoned calls, ASA, and service levels are readily available. Agent reports provide rich insight into agent performance and behavior. Understand where time is spent and how calls are being handled. Advanced Reporting and Business Intelligence Many organizations require advanced report creation with data visualizations, trend analysis, and quality graphics in a ready-to-publish format. Evolve IP Analyst product is an enterprise cloud-based system that delivers accurate and actionable analytics in an intuitive, self-service environment. Analyst allows organizations to combine data from different source systems to get answers to their most pressing business concerns in near real time.

7 Recording Enable on-site or remote call quality and compliance activities. Search, retrieve, tag, and export recorded calls based upon criteria such as the agent, calling party and date/time. Listen to live calls or call recordings through an easy-to-use web interface. Call Recording Web Interface Quality Management QM Scorecard Use custom scorecards linked to call recordings to formally track and measure the caller and agent experience on each interaction. Control Call Center Managers require complete control over agent and queue productivity. The award winning OSSmosis Portal allows administrators point-and-click configuration and real-time changes. The flexibility and power of the Evolve Call Center can be managed by Call Center leaders based upon the real-time staffing and volume demands. Call Center leaders can adjust their call routing, announcements, and staffing from any web-enabled device.

8 Extensibility is supported by standards based APIs, enabling businesses to easily integrate the solution into internally developed or third party applications. Due to this extensibility, your business can utilize prebuilt integrations into various Messaging and Collaboration, CRM, Call Recording and Workforce Management solutions. Evolved Queue Callback Optimize your customer experience by offering callers the ability to request a callback based on your call center conditions. When your expected wait time, oldest call waiting, or number of calls waiting exceed your thresholds, the Evolved Queue Callback jumps in to wow your customer by calling them back when an agent is available.