Evolve IP software Reviews

“Loved the ease of use

Pros

I appreciate the agent and supervisor portal, as well as the simplicity of use. The reporting features are also very comprehensive.

Cons

Initially, I wasn't happy with the tech support but it has significantly improved and is now quite good.

“Great features to offer

Pros

We previously used 8x8, so we were pleased that Evolve ECS offered all the features we needed. The pricing was far better than 8x8's, and the support has been exponentially better. We faced significant challenges with 8x8's support, even at the management level.

Cons

The toolset for managing ECS is very difficult to navigate. It seems to be based on older technology, and we have to use multiple usernames and passwords to manage the full range of products.

“Reliable at times, but inconsistent

Pros

Our old dialing system lacked options for detailed reporting and complex dialing, but this software provides all those features. Some work very well. But the system doesn't remove clients from the queue, unlike our previous system, which did.

Cons

Implementing this software cost us a lot of time, and there are still issues that aren't working well. Unfortunately, the company can't resolve all the problems at once. And also the user interface for both call agents and administrators feels outdated.

“The worst service ever

Pros

The only benefits were features I already had in place before Evolve took over my phone service.

Cons

The online portal is extremely difficult to use, and there is no help available for setup. There is no customer service or support.

“Not the right phone platform for our needs

Pros

There wasn't much we liked about this platform. It mostly functioned as a phone system for the year we used it but it wasn't the right fit for us.

Cons

The support wasn't great. While they did try to offer good support, it usually didn't meet our expectations. The unified communications app had issues and the website was problematic for most of the time we used it. They upgraded it near the end of our usage but it still didn't match up to other platforms we tested or currently use. Ultimately, we feel the company and product didn't go in the direction we were led to expect and deadlines were often overstated and missed.

“It's become more complicated

Pros

The queue system is simple and easy for agents to use and having on demand access to custom reports via Broadworks is very helpful.

Cons

Recent changes have made independently managing changes to our account nearly impossible. The process is no longer simple and resolving issues now requires many calls to the company.

“Good customer support

Pros

I have find the company incredibly easy to work with. Response times are nearly immediate and they excel at follow up.

Cons

In the start I was a bit unsure since I hadn't worked with many hosted companies but in a very short time, my doubts were alleviated.

“Great functionality, but a bit complex

Pros

As a call center operator I find it very easy to make transfers and manage multiple lines at once. I appreciate how simple it is to transfer calls, hold one or both lines and make callbacks. The virtual hold feature leads to better answer rates and improved customer satisfaction. Also I can easily relocate or minimize tabs for the call center software, making it simple to navigate other webpages while managing calls.

Cons

The design isn't very easy and it takes a while to figure out how to use the software. It also lags sometimes, which can cause calls to be reassigned from one agent to another. I've heard that the supervisor view uses a lot of RAM, which can cause freezing or malfunctions but I haven't experienced this personally. Our call center doesn't use the recording feature (due to rights and responsibilities) because it can't be paused yet though I've heard that this is being developed.

“Boosting business productivity every day

Pros

I use the call center meeting room, IP phone and advanced scheduling and call forwarding system every day to respond to tickets around the clock.

Cons

I'd prefer to manage selfcare tasks but many of these are located in the admin section, meaning I have to ask the admin to handle them.

“Amazing software just a have a little learning curve

Pros

The functionality, support and value provided by Evolve ip,s call center services are more than enough reasons to switch.

Cons

There's a slight learning curve when navigating the software, but that's to be expected with any new software.

“A satisfactory app

Pros

The admin console is relatively easy to use, and adding users is quite simple.

Cons

Users don't have an easy way to reset their passwords. And there are some features are only available through customer support, meaning administrative actions require contacting the support team.

“So many features, very easy to use

Pros

We appreciate how much easier it is to handle everything on the computer instead of the phone. Thank you for offering a software solution that's easy to use and makes the process simple and trackable.

Cons

The least favorable aspect of the software is that the numbers reported to agents in real time don't match the numbers pulled from the backend. This isn't a big issue for us as we rely on the backend tracking, which is accurate.

“It has the potential�.

Pros

Reporting capabilities, potential and the monitoring wallboard are features we value.

Cons

The software isn't very userfriendly and feels quirky to me. We experience issues like "ghost" calls that linger without a full explanation.

“Difficult to understand

Pros

I like the click to call option. I also appreciate how users can easily view their daily stats and have a dedicated section for storing contacts.

Cons

What I dislike is that the information for the call the user is on doesn't appear automatically. Also when your in monitor mode, you can't hang up the user's call. I also don't like that ANIs don't automatically update with phone numbers.