Evolve is Oak’s next generation real-time Communications Management System which combines contact centre management, cradle to grave reporting, call recording and CRM integration to deliver a unified solution that works for every business type.

Evolve CMS

Evolve delivers significant business benefit through faster call handling, through continual and live performance measurement and reporting, and through improved customer relationship management.

Evolve CMS

• Contact CentreDesign your own or view built in wallboard displays.

• ReportingComprehensive range of drill down reports.

• Call RecordingCall recording and playback for every call.

• CRM IntegrationIntegration with customer’s CRM and database systems.

Evolve CMS Modules

• Display your chosen hunt groups

• Show individual calls with call status

• Define targets to be achieved

• Show social media activity such as Facebook

• Show individual extension status

Design your wallboard

• View all of your Agent Activity

• View Agents and their related Groups.

• Interact with your Agents with options like Dial, Intrude, Silent Listen.

• Log your Agents in and out of Groups as required.

View Agent Status

• View all of your Hunt Groups

• See statistics for All or Selected Groups

• See individual Agent Status

• See Calls in Progress with Popup screen.

View Queue Status

• Run reports for your Hunt Groups

• Select a date range or the current day

• Click on the plus icons to drill down for more detail

• View results in various chart formats

Report on Hunt Groups

• View all of your Extension activity

• Select a date range or the current day.

• Drill down on individual extension to see call detail

• View results in various chart formats

Report on Extensions

• Use comprehensive range of Filters to select calls

• View individual calls together with Dial option

• Drill down on individual calls to see event detail

• Click on Option icons to see flags, notes and to play individual calls

Report on Calls

• Recorded calls are shown with loudspeaker icon

• Click on icon to play the call

• Call player opens up immediately below call

• Start and stop playback or increase volume

Listen to Calls

Evolve has been written by the expert team at Oak which has been creating innovative solutions for the telecommunications sector for more than 25 years.

Evolve will initially be released for the Avaya IP Office in September following successful worldwide trials.

Evolve CMS

www.denwa.uk.com/evolveFor prices and a to arrange a web demo