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Evolve IP integrates contact center with Microsoft Teams and Virtual Workspaces

Evolve IP, a provider of Work Anywhere solutions, has integrated the omnichannel Evolve Contact Suite with Microsoft Teams and the company’s virtual Workspaces solution.

According to Evolve IP, the COVID-19 pandemic has wreaked havoc on contact centers forcing businesses 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.

“When agents and their managers were forced to move home, businesses struggled to deliver all of the functionality required for them to be successful,” said Scott Kinka, CTO of Evolve IP. “Some CCaaS solutions provide a remote way for agents to join the omnichannel contact center, but they fall short in securely delivering the rest of the applications agents need to be successful.  IT is still burdened with shipping computers and managing VPNs.”

The combination of the Evolve Contact Suite with Microsoft Teams and Workspaces is aimed at helping agents to be fully immersed in all parts of the business while supporting clients and prospects anywhere on the devices of their choice. Leveraging a web-based identity and access management portal, agents and managers can take advantage of the productivity benefits of Microsoft Teams, access all of the business’s applications, including legacy on-premise applications while delivering a strong customer experience with Evolve IP’s omnichannel contact center software.

For businesses using Microsoft Teams for collaboration and video conferencing, contact center agents can take full advantage of Teams' productivity features while also interacting with the rest of their company’s associates.

The Evolve Contact Suite (ECS) runs on all major web-browsers with easily navigable, modern user interfaces that improve agent productivity. Real-time dashboards help users, no matter where they live and work, stay on top of KPI and key business metrics.

Agents and managers only need a web browser to securely access contact center, SaaS, and critical legacy applications from the same web portal. This frees IT from deploying and managing PCs and supporting clunky VPNs to get agents access to the tools they need.

ECS also can be deployed as a unified solution with Cisco /Broadsoft VoIP software. This cloud-based delivery provides reliability, call quality, and in many cases, the company says, can help businesses further reduce costs by keeping current handsets.

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