The Evolution System

The Evolution System is a communications and data system that includes a comprehensive contact center and messaging solution. In addition to live agent answer, the callers can be sent directly to Voicemail, or to IVR (Interactive Voice Response) applications.  The System consists of Automatic Call Distribution with skills and rules based routing, Fax, Alpha and Digital Paging, Email, and optional Agent Recording.

Technology

Object-oriented architecture makes full use of Microsoft Windows SQL databases to provide very efficient, tight integration with all aspects of application control, database integration, unified messaging and the Internet. The heart of the unified system is a Digital Communications Server.

Evolution IVR

The IVR is a robust, intelligent messaging and interactive response platform which comes as a standard integrated feature.

Client Call Scheduling

Automatic scheduling capabilities allow a client’s call routing and/or greetings to vary by time, by day of the week, day of the month, and holidays.

Database Maintenance and Back-Up

All data is automatically backed up.  The data is archived to a back-up on-line server.  

Directory

The Directory provides the agent with easy access to a client account without knowing the client’s account number.

Quick Keys

The system provides agents with “Quick Keys” for certain phrases that are typical in the industry, such as “Please call”;”Will call Back”, and “Out of Office”. The phrases are programmable.

Sign In/Sign Out With Password Protection

The System provides the ability to establish agent access codes that control the functions that an agent is permitted to perform.