The Evolve IP Cloud Contact Center service offers users flexibility, scalability, cost reduction and extensive functionality for omnichannel customer contact. This explains the success of this modern accessibility proposition of the communication partner in customer contact. For a while, it seemed like Evolve IP was too ahead of its time. But the early CCaaS strategy is now catching on.
Around twenty years ago, when customer service was still mostly about inbound telephony, Evolve IP supplied smart routing services that closely fitted customers’ traditional switchboards. A quarter of all incoming phone calls in the Netherlands were processed by Evolve IP at that time. Evolve IP used to deliver most of its services via the large telecom providers. This indirect model turned out to be a vulnerable strategy when the market started to change because of takeovers and newcomers in the communication market. Around nine years ago, Evolve IP decided to start delivering to the customer directly and opted for an online contact centre platform. It seemed like Evolve IP was way ahead of its time. But many organisations are now asking for cloud-based solutions. ‘It isn’t that long ago the big customer-oriented organisations wanted their own in-house phone systems’, Remco Spierings says. ‘This has totally changed. There is a different wind blowing in the world of customer services.’ Spierings is Sales & Marketing Director at the customer contact specialist Evolve IP and serves organisations like Carglass, Stanley Security, the Regional Tax Group and Rochdale. Municipalities and several financial institutions are about to join as well. What can explain this popularity?
Releasing the Brake
Through the years, many larger organisations invested in their own customer contact architecture, which is now a liability for them. Because of the strong connections between different systems, it has become impossible to quickly adapt to new developments. The early adopters of the Evolve IP cloud contact centre services were all pioneers in their field. They are successful with new concepts which are supported by a distinctive way of customer contact. ‘We see more and more large organisations that want to make the switch to the cloud because they don’t want to lose the battle over the customer. For this reason, we changed all Avaya systems this year. Besides, an upgrade is usually more expensive than multiple years of our services.’
The Same Platform for Everyone
‘For us, the cloud is really the cloud’, Spiering emphasises. ‘We use so-called multi-tenant systems. This means that everyone is using the same platform, which can be configured to their individual needs. We noticed that the market is sometimes compared to ‘managed’ or ‘hosted’, where the user still has his own system, which is run on an external server but needs to be maintained and updated by the user himself. Unlike many international CCaaS providers, we guarantee your data stays within the EU. The protection of personal data is a hot topic in the Netherlands, but even more so in Germany. We take this very seriously and have an ISO 27001 certification, for example.’
When there is an update available, every Evolve IP customer can use it. The custom fit is in the configuration, the set-up of company processes and the management of the contact centre. Users of the Evolve IP cloud platform pay a fixed price per user per month. Investing in expensive hardware is no longer necessary. This gets you maximum flexibility. Spierings: ‘An on-premise or managed solution needs to be set up for the expected peaks. When someone uses 400 agents in the contact centre, they pay for 400 agents. Not with us. Only when you need to scale up, you will have to pay more. Until the extra capacity is no longer needed. The same goes for extra functionality. You can easily set up a WhatsApp or chat pilot for a select group of users for a couple of months.’
Cash Flow for Core Business
Working with the cloud solutions from Evolve IP is, therefore, more flexible and financially interesting. According to Spierings, it is often easy to make a business case for customers who are coming from an on-premise situation. ‘The balance, of course, used to show investments and depreciation for the on-premise systems, sometimes as high as hundreds of thousands of Euros. We don’t have investments or depreciation. You reserve the cash flow for the core business and everyone can use the latest platform for omnichannel customer contact at any time, without extra costs.’
It’s all included.
Besides cost reduction and flexibility, omnichannel functionality is the third important driver for choosing an Evolve IP cloud solution. ‘We can effortlessly make new functionalities available. Everything is prepared on the platform. Telephony of course, and also mobile, text, chat, e-mail, WhatsApp and social media like Facebook… All from one agent interface and one reporting channel. A standard integration with a CRM system like Salesforce? Check. It is all included and depending on what you buy from us, the monthly fee varies slightly.’
Evolve IP, of course, works with geographically separated data centres. Dutch customers are served from Delft and Amsterdam. A third data centre is on its way and will, because of international expansion, be located in Germany. This redundant configuration guarantees maximum uptime. ‘Something that speaks to our customers’ IT specialists’, Spierings says. He also points out that the IT department is no longer pressured by changes and testing operational connections. The IT department has their hands free to focus on tactical and strategical questions that support the core business.
One Stop Shop
Evolve IP is one of the few CCaaS suppliers who also supply business telephony (UCaaS). Spierings: ‘We have best-of-breed platforms on which we base our all-in-one solutions. Customers want to reduce the number of suppliers. We supply communication as a service for every staff member within an organisation, including telephony and data connections. This enables us the guarantee end-to-end quality and totally unburden our customers.’
Evolve IP engages in conversation with their existing customers about even smarter ways of using the cloud contact centre solution. Spierings: ‘The next step, which we’ve basically already taken, is customer recognition and call prediction. When you know who is contacting you, you can predict their question and adapt to it in advance. This improves the service for customers, making them more satisfied!’
Categories: Call Center