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Call Center Comparison Matrix

Premise Based Solution

Other Hosted Call Centers


  • Nortel / Avaya
  • Cisco
  • Aspect
  • Genesys
  • Interactive Intelligence
  • InContact
  • Five9
  • ShoreTel Sky
  • iCore
  • Simple Signal


  • Fully integrated PBX/ACD functionality
  • Easy to deploy
  • Multi-function IP phones
  • High uptime
  • Advanced routing functionality
  • Fully integrated PBX/ACD functionality
  • Easy to deploy
  • High uptime
  • Rich feature set – inbound & outbound voice, multi-channel, CRM, WFM
  • Lower TCO (limited CapEx, lower OpEx)


  • High telecom costs to queue calls on site
  • Proprietary phones
  • High capital and professional services costs, complex pricing
  • High support costs (manpower, hardware/software maintenance, licenses, and network facilities)
  • Routing changes require a programming skillset
  • Call recording and CRM integration require additional hardware/software and/or 3rd party vendors
  • Resilient hardware design is capital intensive
  • Poor remote agent story
  • Do a lot of things, but none really well (e.g. multi-channel).
  • Multi-channel often requires 3rd party solution
  • Equipment such as phones needs to be purchased
  • PBX is not integrated or only offered along with ACD
  • Platform availability doesn’t live up to expectations
  • Total cost of ownership (TCO) discussions are avoided
  • Lack industry certifications – security / compliance concerns
  • Poor or no Lync integration
  • Call center is a product feature

Advantages of Evolve IP

  • Lower operational costs – queue calls in network
  • Industry standard IP phones
  • No equipment to maintain/operate
  • Rigorous project management and implementation process
  • Upgrades, support and maintenance are included
  • Easy web-based self-administration
  • Extremely flexible implementation options
  • Carrier-class availability and disaster recovery options for calls
  • Integration with business applications is handled via native, free capabilities
  • Strong remote agent story
  • Carrier-grade reliability
  • Advanced TCO calculators and focus
  • Scalable for large organizations
  • Full suite of cloud offerings beyond telephony
  • End-to-end solution including all equipment and network included in the monthly fee
  • Call quality and uptime SLAs
  • Equivalent functionality through partnerships
  • Security from the ground up — SSAE 16 SOC 3 and CSA Star
  • Embrace Lync for IM/Presence coupled with hosted voice
  • Call center is a dedicated team of people

Bottom Line

Evolve IP provides more services at less cost and less worry

Evolve IP offers a wide range of enterprise-class cloud solutions and focus on long-term customer satisfaction including hard dollar savings.


Recent News

  1. 28 Jan

    United Industrial Sales Finds Reliability in the Cloud With Evolve IP™

    Leading National Industrial Distributor Relying on Award-Winning Evolve IP OneCloud™ Services Today Evolve IP, The Cloud Services Company™, announced that […]

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  2. 21 Jan

    Philly Business Journal Covers Evolve IP Acquisition of Texas Tech Company

    Lauren Hertzler, staff writer for the Philadelphia Business Journal, covers Evolve IP’s latest expansion – the acquisition of Austin, Texas […]

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  3. 19 Jan

    SC Magazine covers Evolve IP’s 2015 Disaster Recovery Survey

    Adam Greenberg, reporter for SC Magazine covers Evolve IP’s latest survey, ‘Disaster Recovery & Business Continuity Survey Results,’ in which 2000+ […]

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  4. 16 Jan

    Evolve IP Acquires Texas-Based Managed Services Provider Webcore Technologies

    Continues National Expansion While Adding Management and IT Consulting Services; Expands Delivery Options For Evolve IP OneCloud™ Services. Wayne, Pa. […]

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