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ICR Evolution

ICR Evolution

Overview

What is ICR Evolution?

ICR evolution boasts 25-years of experience developing solutions for a worldwide client base, to improve how their end customers experience service within their organization. The company's main focus is to help clients provide their clients with more agile, simple, efficient…

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Recent Reviews

TrustRadius Insights

Users of this product have found it to be incredibly helpful in managing their customer relationships. With its intuitive interface and …
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Pricing

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What is ICR Evolution?

ICR evolution boasts 25-years of experience developing solutions for a worldwide client base, to improve how their end customers experience service within their organization. The company's main focus is to help clients provide their clients with more agile, simple, efficient and productive…

Entry-level set up fee?

  • Setup fee required

Offerings

  • Free Trial
  • Free/Freemium Version
  • Premium Consulting/Integration Services

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What is Talkdesk?

Talkdesk is a cloud-based contact center platform with voice, digital channel, and workforce engagement management capabilities. Talkdesk’s key features are its customizable user interface, built-in AI automation, and its integration with numerous CRM and helpdesk applications.

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Product Details

What is ICR Evolution?

ICR evolution boasts 25-years of experience developing solutions for a worldwide client base, to improve how their end customers experience service within their organization. The company's main focus is to help clients provide their clients with more agile, simple, efficient and productive relationships when it comes to serving customers.

ICR evolution's inbound and outbound solutions provide functionalities such as intelligent routing of contacts (ACD/ICR), self-service with speech recognition technology (IVR), predictive dialer, CTI, omnichannel communications management, scripting functionalities and workflow design.

The vendor states a user-friendly solution is key to their approach, and have gone for a simple web architecture that is easy to implement and flexible.

A "Community"​ version of the product is completely free and enables the user to try the application with no commitment and no time limit.

ICR Evolution Features

Contact Center Software Features

  • Supported: Agent dashboard
  • Supported: Validate callers
  • Supported: Outbound response
  • Supported: Call forwarding
  • Supported: Click-to-call (CTC)
  • Supported: Warm transfer
  • Supported: Predictive dialing
  • Supported: Interactive voice response
  • Supported: Call scripts
  • Supported: Call tracking
  • Supported: Multichannel integration
  • Supported: CRM software integration

Workforce Optimization (WFO) Features

  • Supported: Inbound call routing
  • Supported: Omnichannel inbound routing
  • Supported: Recording
  • Supported: Quality management
  • Supported: Call analytics
  • Supported: Historical reporting
  • Supported: Live reporting
  • Supported: Customer surveys

Omnichannel support Features

  • Supported: Email
  • Supported: Voice (phone)
  • Supported: VoIP
  • Supported: SMS/Text
  • Supported: Video channel
  • Supported: Live chat channel
  • Supported: Social media channels

Predictive Analytics Features

  • Supported: Intelligent call routing

ICR Evolution Integrations

ICR Evolution Technical Details

Deployment TypesOn-premise, Software as a Service (SaaS), Cloud, or Web-Based
Operating SystemsWindows, Linux
Mobile ApplicationNo
Supported CountriesGlobal
Supported LanguagesEnglish, Spanish, French
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Comparisons

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Reviews

Community Insights

TrustRadius Insights are summaries of user sentiment data from TrustRadius reviews and, when necessary, 3rd-party data sources. Have feedback on this content? Let us know!

Users of this product have found it to be incredibly helpful in managing their customer relationships. With its intuitive interface and robust features, the product allows users to easily keep track of interactions and maintain a comprehensive database of customer information. This has proven invaluable for businesses, as they are able to effectively nurture relationships, provide personalized experiences, and ultimately improve customer satisfaction. Additionally, the product's project management capabilities have received high praise from reviewers, who highlight its ability to streamline tasks and enable effective collaboration among teams. By providing a centralized platform for task assignment, progress tracking, and file sharing, the product has significantly improved project efficiency and communication. Customers have also reported positive experiences with the product's inventory management functionality. It allows them to effortlessly track stock levels, generate reports, and optimize their supply chain processes. This has translated into improved inventory accuracy, reduced stockouts, and increased overall operational efficiency. The product's analytics feature has been lauded by users for providing valuable insights into business performance. By analyzing data and identifying trends, businesses are able to make data-driven decisions and optimize their strategies for growth. Furthermore, the product's invoicing capabilities simplify the billing process for users, allowing them to create professional invoices and efficiently manage financial transactions. The email marketing functionality of the product has received positive feedback from customers who appreciate its ability to create targeted campaigns, track open rates, and measure the effectiveness of marketing efforts. The product's customer support team has been commended for their responsiveness, knowledgeability, and timely assistance when needed. Users have also found the mobile app to be user-friendly and convenient for accessing important features and data on the go. Finally, customers have highlighted the benefits of the product's integration with other software tools such as accounting software or e-commerce platforms, which have improved overall workflow efficiency.

Overall, this product offers a wide range of use cases that cater to various business needs. From managing customer relationships to streamlining project management tasks, optimizing inventory management processes, gaining valuable insights through analytics, simplifying the billing process, conducting targeted email marketing campaigns, and benefiting from excellent customer support - this product provides valuable solutions for businesses seeking to improve their operations and drive growth.

Well-designed User Interface: Many users have praised the product's well-designed and intuitive user interface. They have found it easy to navigate and perform tasks quickly. This positive feedback indicates that the product has a user-friendly interface that enhances the overall user experience.

Helpful Customer Support: Several reviewers have appreciated the helpfulness of the customer support provided by the company. Users have mentioned that they received prompt responses and assistance when they had inquiries or issues. This suggests that the company offers good customer service and is responsive to user needs, contributing to a positive experience.

User-Friendly Navigation: A significant number of users have highlighted the ease of navigation in their reviews. They find it simple to move between different sections or features within the product, allowing them to perform tasks efficiently. This positive sentiment towards the navigation reflects a well-thought-out design that enables users to easily access various functionalities of the product.

Lack of User-Friendliness: Several users have found the software to be lacking in user-friendliness, making it difficult to navigate and perform tasks efficiently. They have expressed frustration with the lack of clarity in the user interface, which has hindered their ability to complete tasks quickly.

Inadequate Customer Support: Users have mentioned that customer support was not helpful, implying that they did not receive adequate assistance when they encountered issues or had questions. Some users felt frustrated by the lack of prompt and effective support, adding to their overall dissatisfaction with the software.

Poor Usability and Support: Many users have expressed overall dissatisfaction with their experience using the software. They indicated that it did not meet their expectations and fell short in terms of usability and support. The software's lack of user-friendliness and inadequate customer support were major contributors to this negative sentiment among users.

Sorry, no reviews are available for this product yet

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