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description: Review of ICR Evolution Software: system overview, features, price and cost information. Get free demos and compare to similar programs.
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title: ICR Evolution | Reviews, Pricing & Demos - SoftwareAdvice GB
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# ICR Evolution

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> ICR Evolution is an omnichannel solution for contact centers aimed at providing a seamless consumer experience. It has served a variety of clients, from large outsourcers to small and medium companies, who use the solution for multiple purposes such as customer care, telesales and debt collections.

Inbound channels include voice, email, SMS, live chat, Whatsapp,Twitter, Telegram and Facebook Messenger. Outbound campaigns come with predictive, preview and progressive dialers, agentless mode and dynamic scripts. From reporting and analytics to CRM integration, ICR Evolution is an end-to-end solution for contact centers of all sizes, industries and currently operates across countries.

In addition to an Agent mode, ICR Evolution offers a Supervisor and a Designer mode. These viewing modes are designed to enable contact center operatives to use the solution based on their roles.

The product is available in English, Spanish and French and can be white-labeled and personalized to suit client needs. It is sold through a global network of partners who provide implementation, training and technical support services.
> 
> Verdict: Rated **4.6/5** by 16 users. Top-rated for **Likelihood to recommend**.

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## Quick Stats & Ratings

| Metric | Rating | Detail |
| **Overall** | **4.6/5** | 16 Reviews |
| Ease of Use | 4.6/5 | Based on overall reviews |
| Customer Support | 4.6/5 | Based on overall reviews |
| Value for Money | 4.8/5 | Based on overall reviews |
| Features | 4.4/5 | Based on overall reviews |
| Recommendation percentage | 90% | (9/10 Likelihood to recommend) |

## About the vendor

- **Company**: trueIT systems
- **Founded**: 1994

## Commercial Context

- **Pricing model**: Per User
- **Target Audience**: 11–50, 51–200, 201–500, 501–1,000, 1,001–5,000, 5,001–10,000, 10,000+
- **Deployment & Platforms**: Cloud, SaaS, Web-based, Windows (Desktop), Windows (On-Premise)
- **Supported Languages**: English, French, Spanish
- **Available Countries**: Algeria, Anguilla, Antigua & Barbuda, Argentina, Aruba, Australia, Bahamas, Barbados, Belize, Bermuda, Bolivia, Brazil, British Virgin Islands, Canada, Cayman Islands, Chile, Colombia, Costa Rica, Cuba, Dominica and 50 more

## Features

- API
- Activity Dashboard
- Agent Interface
- Alerts/Escalation
- Alerts/Notifications
- Auto-Dialer
- Automated Routing
- Automatic Call Distribution
- Blended Call Centre
- CRM
- Call Centre Management
- Call List Management
- Call Logging
- Call Monitoring
- Call Recording
- Call Reporting
- Call Routing
- Call Scripting
- Call Tracking
- Call Transfer

## Integrations (1 total)

- Zoho CRM Plus

## Category

- [Call Monitoring Software](https://www.softwareadvice.co.uk/directory/1811/monitoring/software)

## Related Categories

- [Call Monitoring Software](https://www.softwareadvice.co.uk/directory/1811/monitoring/software)
- [Automatic Call Distribution Systems Software](https://www.softwareadvice.co.uk/directory/1694/auto-call-distribution/software)
- [Contact Centre Software](https://www.softwareadvice.co.uk/directory/4389/contact-center/software)
- [Call Centre Software](https://www.softwareadvice.co.uk/directory/4588/call-center/software)
- [Telephony Software](https://www.softwareadvice.co.uk/directory/1710/computer-telephony-integration/software)

## Alternatives

1. [Genesys Cloud CX](https://www.softwareadvice.co.uk/software/323407/pureconnect) — 4.3/5 (262 reviews)
2. [CXone Mpower](https://www.softwareadvice.co.uk/software/20067/nice-incontact-cxone-workforce) — 4.2/5 (581 reviews)
3. [Five9](https://www.softwareadvice.co.uk/software/20063/five9) — 4.2/5 (481 reviews)
4. [Talkdesk](https://www.softwareadvice.co.uk/software/20039/talkdesk) — 4.5/5 (732 reviews)
5. [Voiso](https://www.softwareadvice.co.uk/software/101501/voiso) — 4.7/5 (30 reviews)

## Reviews

### "Un gran producto" — 5.0/5

> **Héctor** | *16 January 2024* | Telecommunications | Recommendation rating: 9.0/10
> 
> **Pros**: Es muy personalizable, facilmente implementable en casi cualquier modelo de negocio
> 
> **Cons**: El crecimiento de algunas tablas y la organización de los datos del cliente en BBDD. El producto necesita algo que permita escalar en cantidad de agentes y en años de uso sin afectar gravemente al rendimiento de la máquina.
> 
> Muy satisfactoria, es facil de implementar y bastante sencillo de mantener, muy muy personalizable y ofrece muchas posibilidades de integración.

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### "Producto muy recomendable" — 4.0/5

> **Víctor Manuel** | *16 January 2024* | Telecommunications | Recommendation rating: 8.0/10
> 
> **Pros**: Facilidad de uso y supervisión así como funcionamiento diario.
> 
> **Cons**: No tengo realmente temas que no me hayan gustado del producto.

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### "Nuestro trabajo diario" — 4.0/5

> **Juan Carlos** | *16 January 2024* | Telecommunications | Recommendation rating: 9.0/10
> 
> **Pros**: Fácil usabilidad y configuración. Además es útil en casi el 100% de necesidades de un Call Center
> 
> **Cons**: Podría incluir personalización en la rellamadas que si traían sistemas como Hermes por ejemplo. También se podría incluir programación post finalización (ejecución de Procedimientos almacenados o scripts por ejemplo)
> 
> Pues mi experiencia después de más de 10 años de uso diario de Evolution desde la visión de desarrollo es muy buena. Es un sistema cómodo y muy completo para las necesidades del call center.

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### "Usuario final e integrador (Partner)" — 5.0/5

> **💻 Raúl** | *4 July 2022* | Telecommunications | Recommendation rating: 10.0/10
> 
> **Pros**: Fácil implementación, facilidad de uso para usuario final, fácil integración y explotación de la herramienta. Consistente, estable, flexible. Soporte en castellano, excelente relación y cercanía del fabricante.
> 
> **Cons**: Funcionalidades adicionales: WFM, BI interno
> 
> Como usuario final, para nuestro centro de soporte, la flexibilidad y la sencillez para el usuario. 

Como integrador, la estabilidad, fácil implementación, calidad del producto relación al precio, el soporte del fabricante.

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### "ICR rompió la barrera de entrada..." — 5.0/5

> **Joaquín** | *14 September 2022* | Outsourcing/Offshoring | Recommendation rating: 10.0/10
> 
> **Pros**: Flexibilidad en pago por uso, alejándose del pago por licencia de muchos de sus competidores.
> 
> **Cons**: No puedo decir nada malo por el momento.
> 
> La conexión con el equipo fue muy buena, ICR gustó y consiguió que compráramos tanto a la parte técnica como a la parte de Operaciones que es una máxima de compañía a la hora de elegir software, si a alguna de las dos partes no está al 100% conforme la baraja se rompe.

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## Links

- [View on SoftwareAdvice](https://www.softwareadvice.co.uk/software/361026/icr-evolution)

## This page is available in the following languages

| Locale | URL |
| en | <https://www.softwareadvice.com/call-center/icr-evolution-profile/> |
| en-AU | <https://www.softwareadvice.com.au/software/361026/icr-evolution> |
| en-GB | <https://www.softwareadvice.co.uk/software/361026/icr-evolution> |
| en-IE | <https://www.softwareadvice.ie/software/361026/icr-evolution> |
| en-NZ | <https://www.softwareadvice.co.nz/software/361026/icr-evolution> |

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