FAQS
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Solutions
Which industries do you specialize in?
The ICR Evolution software is a versatile tool that adapts to any sector of activity, be it financial services, telco, utilities, public sector etc.
My contact center is small, can I still use ICR Evolution?
Of course, our solution is designed to combine interactions from any available channel regardless of the size of your business or contact center. And if you only get inbound traffic that’s fine too!
I’m an outsourcer/BPO, can I use the ICR Evolution software?
Absolutely! In fact we are already working with a number of large service providers across the world. Why not check out our case studies?
What kind of campaigns can I execute with the EVOLUTION software?
You can manage both inbound and outbound campaigns, using agents or IVR, via calls, email, live chat and social media. Our software is fully omnichannel, meaning you can combine various services into a single queue and of course it works just the same if you’re only using a single channel. Find out more here.
Any tips on how to choose the right software for my contact center?
Depending on the volume and type of contacts you’re getting, there are a few essential features you should consider and some which are nice to have. In fact we’ve written a blog post about this to help you.
Software
What does the ICR Evolution software do?
The ICR Evolution software is an omnichannel solution for contact centers that allows you to manage inbound calls, outbound campaigns, emails, live chat and social customer service. Find out more about what we do here.
What are the technical characteristics of EVOLUTION?
- Integration with existing infrastructure and tools (CRM, ERP, IVR…)
- WebRTC telephony
- Omnichannel blending
- Application development with Developer.NET
- Monitoring and reporting
- Graphics for visualisation of the contact centre’s activity
- Call recording
- Integration with Dynamic Business Router
- IVR and call pre-qualification
- Routing, management and distribution of multi-channel interactions in business terms
- Optimises Service Level
- Access to external systems (CRM, ERP) via APIs and web-services
- Definition of contact distribution policies
- Dynamic reporting
- Skills-based routing
- Speech recognition (ASR)
- Speech synthesis (TTS)
- Adaptive predictive dialing, automatic preview, manual preview and progressive dialing
- WebRTC Telephony
- Skills Outbound
- List management using a slider
- Agentless dialing IVR
- Operates multiple campaigns simultaneously, call blending
- Automatic handling of unsuccessful calls
- Call lists and dynamic segments
- Alternative phone numbers
- Import of customer records
- High capacity dialling
- Automatic Machine Detection (AMD)
- Abandoned call handling
- Flexible tool to generate applications
- Drag&Drop graphical interface
- Web-based
- Project templates and pages available to generate new applications
- Agent applications: Telemarketing/Sales, Help Desk/Support, CRM, Argumentation scripts, Collections, etc.
- DBR Script applications: IVR, surveys, call queuing management, agent-less call handling, etc.
- Easy access to data
- Allows code to be included and facilitates integration with more complex modules and applications.
- Allows applications to be built to handle and route interactions to agents
- Calls, messages, emails, Tweets, back-office tasks, audio recordings and more
- Channels: email, Webchat, Twitter, Whatsapp, Telegram, Messenger.
- Web-chat channel connector
- APIs and connectors for integration with communication channels
- Allows to design automation solutions for back-office tasks
- Task distribution with Dynamic Business Router
- Multimedia blending
- Monitoring and reporting
- Editor for sending email responses
- Customizable templates
- EVOLUTION Analytics
- Centralised administration
- Real-time supervision and dashBoard view
- User access control: agent assignment
- Web-based administration
- Multiple services and campaigns
- Call qualified via configurable business disposition codes
- Customer search form
- Comprehensive statistics and graphs
- Possibility of integration with standard reporting & BI tools
- Productivity tools: customisable alarms, pause reasons, quality control
- Detailed view of the contact, timeline and its source document
- Predictive and progressive dialling monitoring
- Listening and call intrusion. Force disconnection, pause or call to agent
- Support for Do-Not-Call lists (Robinson Lists)
- Campaign calendars
- Highly usable interface
- WebRTC telephony
- Complete phone management
- Floating / Universal Agent
- Call Blending
- Face-to-face channel management
- Access to contact history
- Reporting of completed call dispostions
- Campaign information
- Ticker messages
- Worktops directory
- Easy to integrate web applications
- API to integrate applications
- Predefined and customisable text templates
- Easy handling of messaging interactions: email, Twitter, web-chat, Whatsapp, Telegram, Messenger, BackOffice and others.
- Information on queues and waiting times
- EVOLUTION Connect
- API for application integration: ActiveX, scripting, XML, database, ASP.NET, PHP
- Evolinkag interface: allows integration of Windows applications written in ActiveX or .NET compatible languages.
- WebAgent scripting interface: Integration of web applications or adding advanced functionality to agent scripts.
- TCP/XML protocol: Allows access to server functionalities through an open protocol.
- Connector (API) to integrate IVR as front end
- DBR – Connector (APIS web-service) generic for document type and multi-channel interactions
- DBR – web-services API for integrating dynamic DBR strategies with CRM and business data
- Integration with collaborative tools such as e-mail, SMS, web-collaboration
- Connectors to integrate existing systems in the organisation
- Connectors for Twitter, email, Whatsapp, Telegram, Messenger, backoffice and web-chat
- Compatible with existing PBXs/Pbxs on the market
- Scalable, high capacity architecture
- Web-based client applications
- Quick and easy installation and deployment
- Compatible with client/server applications
- Standard webforms security (SSL)
- Installable in virtualization environments
*Some features may vary depending on existing infrastructure and evolution configurations deployed.
How much does a licence cost?
ICR Evolution offers the best value for money in the market. We distribute our solution through a network of global certified Partners who will prepare an attractive proposal for you based on your requirement. We recommend you get started with a demo of the software to get a better view of what we do. Request a demo here
How do I implement the ICR software?
We distribute our software through a network of global certified Partners who handle implementation. You can choose between a cloud-based and on-premises solution. The solution is easy to use, after training you’ll be able to launch and manage your own campaigns. Schedule a demo here.
Can I schedule a demo of the software?
It’s really easy to organize a demo of the ICR software, simply fill in some details on this page and we’ll be in touch soon after to set it up.
Do you offer social media support?
Of course! We support WhatsApp, Facebook Messenger, Twitter and Telegram channels. Since our software is omnichannel, social customer service is fully integrated in the solution, just like any other channel. More info here.
What are the inbound call features?
The ICR Evolution software supports the end-to-end voice customer service experience. As such, the solution includes ACD, IVR, CTI, Sip/WebRTC to route and manage calls. In addition, you can record calls and use a “blended” mode to enable your agents to deal with multiple campaigns at the same time. More info here.
How do I manage outbound campaigns?
The ICR Evolution software offers several dialing modes so that you can select the most relevant type for your outbound campaign. As such, you will be able to choose between predictive, progressive, preview and agentless dialing modes. We also suggest you take advantage of the scripting functionality to ensure your agents are aligned and effective. More info here
How do I track traffic and performance in my contact center?
The Manager module is the perfect tool to view traffic and queues in real time and evaluate agent and campaign performance in your contact center. With over 70 standard reports available as well as detailed dashboards, your KPI tracking is at your fingertips! More info here
Can I integrate my internal applications to ICR Evolution?
Definitely, the ICR software is packed with webservices and APIs for a seamless integration with your CRM and ERP solutions. We even have pre-packaged configurations for more common off-the-shelf softwares to accelerate the integration. More info here
Customers
What type of clients do you work with?
Our solution works well with all types of businesses regardless of size or industry of activity. We have worked with public sector clients, outsourcers and SMBs, you can find out more here.
Do you have any case studies or success stories? Where can I get references?
We work with hundreds of contact centers across the globe. Check out our success stories.
I need a Partner
Great, let’s make it happen! We have Partners in EMEA, North America and LATAM. Help us match you with the best Partner by filling your details here and we’ll be in touch shortly to set it up.
I’d like to see a demo of your software
It’s really easy to organize a demo of the ICR software, simply fill in some details on this page and we’ll be in touch soon after to set it up.
How do I get the EVOLUTION software?
We distribute our solution through a network of global certified Partners who handle the implementation. We recommend you get started with a demo of the software to get a better view of what we do. Request a demo here
Do you respond to Request For Proposals (RFP)?
We are the solution developers and our software is solely distributed by our network of Partners, each of whom has its own commercial policy. Help us match you with the best Partner by filling your details here and we’ll be in touch shortly to set it up.
Partners
I want to partner with ICR Evolution
Fantastic news! Thanks for trusting us. Check out the full program and certification process here.
What are the benefits of being an ICR Evolution Partner?
We like to take excellent care of our Partners, your business is our business after all! We’re with you every step of the way, from lead generation through to service delivery. As a Partner, you will benefit from unparalleled business opportunities, check out the full program here.
Is there a dedicated training for Partners?
Of course! All our Partners are fully certified to distribute our software, and get dedicated training and support. Check out the full program here.
What do you look for in a distribution partner?
We’re keen to team with cloud solution providers in Spain, EMEA, LATAM and more. You will need to have the necessary workforce and contacts to sell the solution and also be able to offer additional implementation, advisory and managed services. Become a Partner now
What sort of services may I provide to my customers?
As a distributor of the EVOLUTION software, you may choose to offer added value services such as advisory, implementation, integration, training, technical support and DevOps services. Become a Partner now
Do you offer technical support to Partners?
Supporting our Partners on a regular basis is absolutely key to customer success, our Partner program is designed to encompass technical support at all times. Check it out here
ICR Evolution
Who are you?
We are a software company specialized in contact centers. Based in Barcelona, we have a successful track record supporting companies in the relationship with their clients. We are passionate about technology and obsessed with creating omnichannel customer experiences. There’s so much more about us! Get to know us here!
Why should I choose the ICR Evolution software?
The main benefits are:
- A versatile solution that can be interface with your existing systems
- A reliable high-quality software
- All your care and sales channels in a single application
- Real time monitoring of activity
- A helpful tech support team
- The best value for money in the market
How do I get in touch with ICR Evolution?
We’re here to help Mondays to Thursdays from 09.00 to 14.00 and 15.30 to 19.00, and Fridays from 09.00 to 15.00. All times are GMT+1
You can find our contact details here
What should I expect from collaborating with ICR Evolution?
We always treat you with the utmost respect and as a member of our family. We breathe customer experience and our business operates with a light flat structure, and a helpful network or Partner. You’ll love working with us because you’ll always be speaking with somebody who has a direct impact on the solution. Meet the Team
Contact
How do I contact ICR Evolution?
We’re here to help Mondays to Thursdays from 09.00 to 14.00 and 15.30 to 19.00, and Fridays from 09.00 to 15.00. All times are GMT+1
You can find our contact details here
I need technical support
Your best option is to contact the Partner you’ve been working with directly. However if you don’t have a Partner, you’re welcome to get in touch with us
How do I get a demo of your software?
It’s really easy to organize a demo of the ICR software, simply fill in some details on this page and we’ll be in touch soon after to set it up.
Where are your offices?
We’re located in the heart of Barcelona, close to the Sants train station. We also have offices in Madrid. Our details are here
I’ve sent you a message on Facebook or Twitter
Thanks for reaching out, we’ll get back to you very shortly but if your query is particularly urgent, you’re welcome to call us or send us a message
How do I contact your Marketing and Administration departments?
Drop us a line on marketing@icr-evolution.com and we’ll be happy to help