Evolv On-Demand Selects Voxeo To Transform Call Center

Evolv On-Demand, a provider of human capital recruiting and hiring for call centers, is now using Voxeo's hosted interactive voice response (IVR) platform in its hiring solutions for the call and contact center industry.

Evolv's end-to-end sourcing, selection, and hiring solutions have helped leading call center organizations reduce agent turnover by 15 percent, boost hourly agent productivity by 20 percent, cut cost-per-hire by 35 percent, and improve customer satisfaction, resulting in annual bottom-line impacts of seven to eight figures. Evolv's suite of hiring solutions were developed specifically for the call center's frontline and help companies quickly identify and hire better agents who will stay longer, be more productive and provide superior customer service.

"A significant part of Evolv's value is delivered by ushering the best call center applicants quickly and intelligently through the hiring process," said Max Simkoff, CEO of Evolv. "After a thorough evaluation, we found that Voxeo was the ideal partner in allowing us to take this a step further by automating a traditionally manual and time-consuming step in call center hiring: phone screening."

Evolv's IVR interaction increases the efficiency of the agent hiring process with an automated outbound calling solution, powered by Voxeo, that works in tandem with Evolv's automated Web-based application and screening process. Phone interviews, which provide recruiters with critical insight into the phone presence of an applicant, are often time-consuming to schedule and conduct. Evolv's solution first leads candidates through targeted, position-specific pre-hire assessments online, after which Voxeo triggers an outbound call at a time convenient for the candidate. After the candidate responds to a series of questions regarding motivation, skills, and work style, the recorded responses are available within seconds for review by the recruiter or hiring manager, saving valuable time.

"We are excited to have Evolv On-Demand as a Voxeo customer. Evolv has developed a thought-leading approach to call center recruiting and hiring and we look forward to contributing to their continued growth," said John Amein, senior vice president of strategic partnerships at Voxeo.

Evolv was able to quickly and easily prototype and trial its solution using Voxeo's free hosted developer portal before ever making a purchase decision. In contrast to Evolv's prior, third-party legacy solution, Voxeo offered an easy interface, straightforward configuration and new functionality that seamlessly integrated with Evolv's existing Web-oriented infrastructure. Leveraging open standards, including VoiceXML, CCXML and SIP VoIP, Evolv is benefiting from the agility and flexibility of quickly making updates to applications as needed.