Contact Centre solutions are the technologies that have arguably undergone the biggest transformation over the last 19 months.  

As agents and their supervisors migrated to working from home in response to COVID-19, they had to ensure they maintained the same level of customer experience (CX) that they had provided prior to the pandemic. This led to businesses quickly adopting impromptu work from home solutions to ensure that they could support customers.  

Nearly two years later, contact centre managers are now looking to invest in better, long-term methods that benefit both agent and customer. One such method is UC Contact Centre (UCCC), the latest omnichannel solution from Evolve IP. 

UCCC offers additional methods – outside of the traditional voice call – for customers to contact agents, including webchat, text message, or email, to name a few. The new solution allows customers to get in touch “how they want”, according to Adrian Penny, Senior Technical Account Manager at Evolve IP.  

“The world has changed: in the past, people would pick up the phone and speak to an agent, but now they want the convenience of being able to get in contact via other communication channels,” Penny elaborated to UC Today.  

“For example, if a person is at work and they can’t pick up the phone during work hours, they know that they can join a webchat. This allows them to multitask by attending a webchat at the same time as performing their normal day’s work. 

“The true value of UCCC to a customer is comfort; it’s about empowering the end customers to contact the business in a way in which they feel comfortable.” 

However, many businesses are struggling with managing multi-channel solutions, particularly those that have siloed teams, which can have a dramatic impact on customer satisfaction and management visibility.  

Evolve IP recognised the importance of a seamless solution that simplifies this process by offering CX first. The solutions are managed by a single routing engine, allowing for a seamless experience across all channels, personalised interaction for each customer regardless of how they interact with a business, as well as providing the agent with an integrated contact history across all channels.  

“We take a simple approach to provisioning our carrier-grade voice solution,” explained Penny. 

“First, we provide the voice solution, and then we can add in these other channels, such as web chat, social media, and email. We can add CRMs to the equation as well. It’s a way of empowering your agents as well as giving the team a nice, clean interface to manage the different channels of communication.” 

Evolve IP’s UC Contact Centre offering includes blended agent experience, intelligent agent ACD, email queues, advanced routing, and call back queues.  

“We’ve also got some quite exciting integrations coming up,” Penny added.  

“We’re adding more CRM solutions to our tools all the time – including HubSpot and Freshdesk. It’s an evolving solution and we’re always working hard to be innovative and provide solutions that fit into different markets. Our solution is a cost-effective way of giving businesses the opportunity to see all their chosen channels in one space.” 

 



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