Evolve IP Adds Call Center Features

Evolve IP this week previewed the upcoming release of its cloud call center platform with significant upgrades that will provide business users with additional insight, improved management, and greater reliability.

The recent call center feature updates include queue call back, skills-based routing enhancements, agent scorecards, flexible call recording, a call center dashboard, and Evolve IP Analyst, an advanced business intelligence tool that integrates disparate information systems to deliver actionable analytics for call centers.

In addition to the call center enhancements, recent additions to the Evolve IP cloud services product portfolio include the following:

  • Cloud Connect, a packet-level network bonding product that delivers service over public IP;
  • DRaaS, a disaster recovery service that provides near real-time recovery points and meets recovery time objectives in four hours or less;
  • RMM & MDM, a complete suite of remote desktop management and mobile device management tools;
  • Managed IT, providing proactive monitoring and response to critical issues and support for server-side applications; and
  • Help Desk, allowing users to outsource internal help desk end-user support requests, application updates, and anti-virus management.

"Evolve IP is laser focused on developing new services and product enhancements that add real business value to customers while also providing the company with new go-to-market opportunities," said Scott Kinka, chief technology officer at Evolve IP, in a statement. "From the beginning, we have driven innovation in the cloud and we plan to continue our leadership with an ongoing, and increasing release of new cloud services and features."