Contact Centre as a Service (CCaaS) Reviews

Pros

The agent and supervisor portals are really user friendly and the platform is very simple to work with. The reporting feature is also quite solid which has been a big plus.

Cons

At the beginning, tech support wasn't my favorite part of the experience but it has improved a lot and is actually quite good now.

Pros

Coming from 8x8, it was a relief to see that it included all the features we relied on. The pricing was also far more competitive and the support has been dramatically better. We had major issues with 8x8 support in the past, including problems that continued even when management got involved.

Cons

Managing this can be frustrating because the admin toolset is very hard to navigate. It feels like it was built on older technology and having to use several different usernames and passwords to manage the full product suite only makes things more frustrating.

Pros

Compared with our previous dialing system, this one offers far more reporting options and supports more advanced dialing workflows. A number of those features work really well. Another big plus is that it does not remove clients from the queue which was a frustrating issue with our old system.

Cons

Getting this software implemented took a lot of time on our side. Even now, there are still parts that are not working as they should. Unfortunately, the company has not been able to resolve all of the issues at the same time. On top of that the interface for both call agents and administrators feels outdated.

Pros

Only real positives were the parts that were already in place before Evolve took over my existing phone provider.

Cons

The online portal is basically unusable and there's no help available to get it set up. Customer service and support are nonexistent.

Pros

To be honest, there wasn't much about this platform that stood out in a positive way for us. During the year we used it, it mainly served as a phone system but overall it just wasn't the right fit for our needs.

Cons

Support was disappointing overall. It seemed like the team was trying to help but the assistance usually didn't fully meet our needs. The unified communications app also wasn't very good and came with a number of issues. On top of that the website was poor for most of the time we were using the platform. They did make upgrades near the end of our time with them but even then it still didn't compare well to other platforms we evaluated or the one we use now. In the end, it felt like the company and product didn't move in the direction we had been led to expect and deadlines were often overpromised and then missed.

Pros

Working with this has been very easy. Their response times are nearly immediate and they do an excellent job following up on anything that comes up.

Cons

At the beginning I was a bit unsure since I hadn't worked with many other hosted providers before. That hesitation faded pretty quickly once I got some experience with them.

Pros

The queue setup used to be easy for agents to work with and having on demand access to custom reports through Broadworks was really useful.

Cons

Lately the updates have made it nearly impossible to handle account changes on our own. It's not user friendly anymore and we now have to contact the company far too often just to get problems sorted out.

Pros

Every day I rely on the call center meeting room, IP phone, advanced scheduling and call forwarding tools so I can stay on top of tickets around the clock, 24/7.

Cons

I'd prefer to handle more self service tasks on my own but too many of those options are locked in the admin side so I have to go through an administrator.

Pros

Its reporting capabilities are definitely a strong point and the platform shows a lot of potential overall. The monitoring wallboard is also useful and its good for keeping an eye on activity.

Cons

Getting around the system is not very user friendly and it can feel a bit frustrating at times. There are also odd issues, like lingering "ghost" calls, that happen without any clear explanation.

Pros

Working as a call center operator, being able to transfer calls and manage multiple lines at the same time is a big plus. It's simple to place one line, the other or both on hold and callbacks are simple as well. The virtual hold option helps improve answer rates and seems to lead to better customer satisfaction. Another thing I appreciate is being able to move or minimize the call center tabs easily which makes it much more convenient to navigate other web pages while handling calls.

Cons

It takes some time to get used to the design because it is not especially easy to understand at first. There are also occasional lag issues and that can result in calls bouncing from one agent to another. I have also heard that the supervisor view can use a lot of RAM which makes it more likely to freeze or not perform the way it should although I have not run into that myself. At the call center where I work, we do not use the recording feature for rights and responsibilities because it still cannot be paused though I have heard that feature is being developed.

Pros

Handling everything on the computer instead of over the phone has made a big difference for us. Thanks for offering a user friendly solution that simplifies the process and lets us track everything clearly.

Cons

The part we like least is that the numbers shown to agents in "real time" don't always line up with the figures pulled from the back end. It hasn't been a major issue for us though since we depend on the back end tracking and that data is accurate.

Pros

Between the call center functionality, the responsive support from Evolve IP and the overall value, there are plenty of reasons to move over to this platform.

Cons

While getting around the software takes a little time at first, that kind of learning curve is pretty normal with any new system.

Pros

Getting comfortable with the software didn't take long and it offers far more features than the system we were using before.

Cons

Hardest part was walking everyone through all the features. It wasn't really a problem with the software itself but more that users kept asking the same endless questions over and over.

Pros

The click to call feature is really convenient and it's useful that users can quickly check their daily stats at any time. Having a dedicated section to save and manage contacts is another feature I appreciate.

Cons

One thing that's frustrating is that the details for the active call don't appear automatically. I also don't like that when you're in monitor mode, you're unable to hang up the user's call. On top of that ANIs do not switch automatically with the phone numbers which is disappointing.

Pros

Using it has been very easy for both end users and administrators which makes day to day work much more manageable.

Cons

Despite that I think the admin console still has room for improvement and feels like it needs a bit more refinement.

Pros

CCaaS's admin console is fairly easy to navigate and adding new users is a pretty simple process.

Cons

There isn't a convenient way for users to reset their own passwords. On top of that certain features are only available through customer support so some admin tasks you may want to handle yourself end up requiring a call to their support team.

Pros

Working with teammates across different locations is much more manageable with this software. My company has over 13 sites across Philadelphia and it helps me stay connected with co workers at all of them.

Cons

It's still missing a few features though, like more modern emojis and boardroom functionality and it still uses status updates.