Name: Evolux
Author: Evolux

Help Desk

Web and Video Conferencing

Customer Support

Service Mesh

Development

K-12 Online Learning

Education

Business Intelligence (BI)

Collaboration

Demand Planning

Policy Management

Enterprise

Accounting

Accounts Receivable

Crypto Accounting

Tax Compliance

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

HR Service Delivery

Payroll

Talent Intelligence

Talent Management

Time Tracking

Workforce Analytics

Workforce Management

Human Resources

Application Infrastructure

Cloud Management

Cloud Storage

Code Review

Converged Network Adapters (CNAs)

Data Center Networking

Data Integration

Density-Optimized Servers

Embedded Database

Fraud Detection

Identity Verification

Integration Platform as a Service (iPaaS)

Intranet

Low-Code Development

Managed Detection and Response (MDR)

Mobile Device Management (MDM)

Network Performance Monitoring

Platform-as-a-Service (PaaS)

Technology Business Management

WAN Optimization

Information Technology

A/B Testing

Account-Based Marketing (ABM)

Ad Serving & Retargeting

Affiliate

All-in-One Marketing

Click Fraud

Content Management

Customer Journey Mapping

Digital Rewards

Email Marketing

Marketing Automation

Mobile Analytics

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Video Conferencing

Professional Services

Auction Software

Call Recording

Customer Relationship Management (CRM)

Lead Management

Predictive Sales Analytics

Product Configuration

Quote to Cash

Sales Engagement

Sales

Application Security

Database Security

Virtualization Security

Security

Civil Engineering

Inventory Management

Mobility as a Service

Physical Therapy

Vertical-Specific

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Evolux CX is a contact center management platform that aims to enhance customer experience through integrated communication channels. According to the vendor, this solution caters to businesses of various sizes and is utilized by professionals in customer service, contact center management, sales and marketing, e-commerce, and financial institutions.

## Key Features

**Configurable IVR system**: According to the vendor, the platform offers a configurable IVR system that allows efficient call routing and self-service options.

**Integration with CRM systems**: The vendor claims that the platform seamlessly integrates with CRM systems, enabling personalized customer interactions and streamlined data management.

**Automated voice messages and notifications**: The platform reportedly provides the capability to send automated voice messages and notifications to customers, improving communication efficiency and ensuring timely information delivery.

**Call queuing and management**: The vendor states that the platform offers call queuing and management features to effectively handle incoming calls and provide a smooth customer experience.

**Real-time analytics and reporting**: The platform is said to provide real-time analytics and reporting capabilities, allowing businesses to gain valuable insights into contact center performance for data-driven decision-making and continuous improvement.

**Call recording and monitoring**: According to the vendor, the platform offers call recording and monitoring functionalities to ensure quality assurance, compliance, and evaluation of agent performance.

**Call scripting and guidance**: The vendor claims that the platform provides call scripting and guidance tools to enhance consistency in customer interactions, offering predefined scripts and prompts for effective communication.

**Multiskill and multifile configuration**: The platform reportedly allows the configuration of multiple skills and files for agents, providing them with flexibility and optimizing productivity.

**Omnichannel chat support**: According to the vendor, the platform offers omnichannel chat support, enabling seamless customer interactions across various channels for a unified experience.

**Automated chatbot**: The vendor states that the platform includes an automated chatbot with AI capabilities for natural language processing, customizable responses and workflows, and real-time monitoring and supervision to improve customer support efficiency.

Kixie is a telephony and VoIP software solution from Kixie.

Custom Plan

Kixie

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Evolux

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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Evolux

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What is Evolux?