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The Contact Center Solution for Covid-19 Challenges - Evolve IP - ContactCenterWorld.com Blog

The Contact Center Solution for Covid-19 Challenges

The recent health crisis has forced contact centers to quickly spin up patchwork, work-from-home solutions, or dramatically alter their physical contact center footprint. Now, with businesses evaluating a long-term strategic change toward work anywhere users, IT and contact center leaders are looking at better ways to connect agents not only to the contact center solution, but to the critical applications they need to do their jobs.

The Most Common Work From Home Challenges:

Agents could no longer request immediate help from their Supervisor and SMEs by raising hand or walking to desk
Supervisors lost ability to observe, coach, and evaluate Agents by sitting with them
WFH technology varied by user and IT drowned figuring out how to fix infinitely different configurations, home networks, and ISP issues

Leading Contact Center Software Solution:

A Unified solution that seamlessly unites the Contact Center and the rest of the organization

Evolve Contact Suite

Evolve contact suite is a fully unified, omnichannel contact center that integrates with PBX, workspaces, and Microsoft Teams and is priced significantly lower (30-40%) than competing solutions.

Contact Center in the cloud is an essential part of a Work Anywhere solution. According to recent research, 71% of respondents consider a unified Contact Center and PBX important.

Benefits of this Approach:

Flexible WFH Deployment Options – Agents can operate via the best endpoint for their needs including a softphone (ECS or Teams or UC1), their mobile phone, a physical handset (SIP or Teams), etc.
Seamless Customer Experience – Agents can collaborate with anybody in the organization to get the answers they need plus they can instantly conference or transfer a Supervisor or SME.
Leadership Empowered – Supervisors can remotely listen to live interactions and “whisper” in their Agent’s ear to provide instant coaching.
Expanded Labor Pool – Leadership has the flexibility to hire staff that can Work Anywhere.

Contact Evolve IP to learn about Evolve Contact Suite, a fully unified omnichannel contact center solution that integrates with PBX & Microsoft Teams to deliver superior customer experience and enterprise-grade business continuity.

Source: https://www.evolveip.net/blog/the-contact-center-solution-for-covid-19-challenges

Publish Date: September 18, 2020

2023 Buyers Guide
Get Listed
SaaS Solutions

1.)

CrankWheel

CrankWheel Screen Sharing
CrankWheel is an easy and simple screen sharing solution, made for the needs of salespeople and customer service agents.

CrankWheel complements voice calls by adding visuals to ongoing calls. There is no need to get the customer off the phone, onto another platform.

Agents share their screens by directing clients to a link that can be sent via SMS, email or simply spelled out.

The client can enter on any device, mobile, desktop or tablet and enters the session instantly. There is no registration or download required by the client.

Features:
- Screen sharing
- Agents can hand control over to the client
- Warm lead capture widget that alerts the sales team instantly of an intere...
(read more)

2.)

enthu.ai

We help you automate your QA program using artificial intelligence. Why just listen to 6 calls when you can listen to 100% of your calls that too without adding any additional resources.

We empower QAs to get to the right calls, find coaching and training opportunities and improve overall Customer experience.

View more from Evolve IP

Recent Blog Posts:

Hosted Unified Communications in a New Era of Care	February 10, 2022
Top Three Unified Communications Market Trends	November 23, 2021
Virtual Desktop Infrastructure (VDI) Workspace Explained	October 26, 2021
Your Guide to Contact Center as a Service (CCaaS) with Microsoft Teams Integration	October 5, 2021
3 Takeaways from the 2021 Gartner® Magic Quadrant™ for Contact Center as a Service	August 24, 2021
Hybrid Work - 5 Keys to Building an Effective Hybrid Workforce	April 5, 2021
Hybrid Office & Microsoft Teams Direct Routing	March 23, 2021
The Virtual Private Network (VPN) – Is it Dead?	October 9, 2020
The Contact Center Solution for Covid-19 Challenges	September 18, 2020
Compare VDI to Hosted Virtual Desktops / DaaS	July 14, 2020