Evolve IP has added a powerful new contact centre solution to its integrated collaboration services mix – as demand intensifies for a more centralised omnichannel customer experience across the EMEA region.
Integrated with its UCaaS collaborations solution, the company has unveiled an enhanced Omnichannel Contact Centre as a Service offering, powered by Enghouse Interactive, a leading global player in the omnichannel market. Anywhere Contact Centre is designed to support valuable use cases for customer service, sales, help desks, or virtually any environment requiring the intelligent handling of communications and digital interactions.
The solution greatly minimises or eliminates IT resource support and infrastructure investment. Available as a flexible ‘SaaS’ model with a choice of contract term, users can take advantage of the latest omnichannel customer engagement functionality, benefitting from instant scalability, business agility and analytics that combine to create the best possible customer experience.
Raising the game
Evolve IP works with many of the world’s biggest tech companies and innovative industry leaders to create robust and reliable solutions for its growing reseller base. As a global collaboration provider, it specialises in securely integrating unified communications, collaboration tools, voice, and omnichannel contact centre solutions into the cloud.
The new CCaaS development is a natural and progressive step forward which helps accelerate digital transformation – and enable reseller partners to ‘raise their game’ by meeting expanding customer requirements. That’s the view of Evolve IP’s UK Technical Account Director, Scott Rixon, who says organisations need to catch up to their customers’ needs by developing strategies not just fit for today but long into the future.
He highlighted how the latest service enables seats to be added in seconds with ‘flex on demand’ capabilities allowing easy logging in of new agents as needed.
Rixon continued: “This plugs a gap in our UK portfolio and enables our partners especially in the mid-market sector to target major growth opportunities for those looking for an omnichannel experience – much more than just great audio-only interaction.
“Our latest offering makes it easy to execute, manage, monitor and oversee a complete omnichannel strategy – covering standard email and chat options as well as the main social media channels.”
He emphasised: “Backed by the latest industry research, we expect overall CCaaS will hit mainstream adoption for customer service and support organisations this year, based on 50% of contact centres already migrating to a cloud-based model in 2022.
“Multiple platforms, video calls, mobile devices and even traditional deskphones all have a role to play in keeping businesses and their people connected wherever they may be. Driving customer engagement is crucial too.”
He added: “Choice is good. However, businesses need to be able to engage via every available channel – from one centralised, all-in-one-place communications platform – to maximise efficiency and performance.
“It’s an omnichannel approach which requires seamless integration, as technology continues to transform the buying process and how and where people work. Responding to this omnichannel challenge is the next step on our journey.
“We believe it should be all about making things as easy as possible. Regardless of industry sector, location or seat size, the user experience and customer experience are now mainstream concepts at the centre of a fast changing and flexible buying process.”
Understanding customer behaviour
Separation between those channels of communication makes for a resource-heavy, fragmented eco-system with huge potential to frustrate customers and agents alike, Rixon stressed. In addition, this kind of fragmentation is a barrier to the smooth harvesting and interpretation of communication data which is key to understanding customer behaviour and supporting the design of more efficient workflows.
He concluded: “Consumers expect to be able to interact with organisations easily and in their preferred channel of communication. We are supporting our partners to competitively, economically and accessibly deliver services to organisations of all sizes, providing them with the agility they need to develop and integrate communications channels and features, which ultimately drive business growth.”