Evolve IP Adds Call Recording Feature to Cloud Call Center Solution

Evolve IP has added quality management and on-demand recording capabilities to its cloud call center solution.

The Wayne, Pennsylvania-based cloud services provider (CSP) has integrated new features into its cloud call center to “provide customers with superior levels of insight, improved management and even greater reliability.”

Evolve IP’s call center updates include:

• Queue call back — Enables organizations to return a customer’s call rather than make the customer wait on hold. 
• Agent scorecards — Allows call center supervisors and training staff to score individual agent interactions (from call and screen recordings) to identify areas of improvement.
• Call recording capabilities — Provides users with the ability to record on-demand for compliance or customer service and pause/resume call recordings from various desktop clients.
• Customer call dashboard — Delivers real-time call center insights.
• Evolve IP Analyst — Gives users access to a business intelligence (BI) tool to provide analytics for call centers.

“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,” Evolve IP Chief Technology Officer Scott Kinka said in a prepared statement. 

Kinka also noted that Evolve IP will continue to explore ways to drive innovation.

For example, Evolve IP in July launched IT-as-a-service (ITaaS), which offers outsourced management services and self-administration tools for IT departments.

Evolve IP said its ITaaS enables IT departments to “regain precious time so they can increase productivity, improve user satisfaction and better focus on strategic initiatives.”

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