PLEASANTON, CA — (Marketwired) — 08/19/13 — today announced a comprehensive new package for large, complex enterprises migrating to a cloud-based contact center solution. The Echopass Enterprise Edition offers a complete, cost-effective bundle of 40+ contact center applications and services to support the demands of complex contact centers with 500 to 20,000 agents. The solution enables companies to enhance the customer experience and improve business agility while maintaining nearly 100 percent uptime for high-revenue generation environments. With over 13 years of expertise and specialization with large enterprise contact centers, Echopass is the market leader in the hosted and cloud contact center industry for both ACD and Agent Performance Optimization as recognized each of the last two years by Frost & Sullivan.
Today-s large enterprise is a diversified IT environment typically consisting of over 40 separate applications often sourced from a variety of vendors to support contact center operations in many locations, including company-owned facilities, work-at-home agents and integrated outsourcer environments. With these multiple components and a reliance on deep back office application integration and customization to support unique client needs, it is more critical than ever for companies to ensure seamless customer care solutions that also improve their business agility and operational efficiency. These needs are behind the new Echopass Enterprise Edition package.
In its unique Enterprise Edition bundle, Echopass is providing the following components in one packaged price targeted for the requirements of large enterprises:
Symmetry, the industry-leading dual data center business continuity solution
Industry-leading, end-to-end carrier inclusive SLA with guaranteed commitments
Complete contact center solution bundle of over 40 key capabilities from Echopass and its world class EchoPlace partners
Productivity enhancing administration package for seamless application support
Agent performance package including CTI solutions to allow agent enablement for heightened performance improvements
Full “Customer Experience Package” including EchoCallBack (in queue, user determinant callback services), Echopass WebCallBack, Echopass Chat and Echopass Customer Survey Builder for Voice of the Customer provisioning
Integration package with a set of connection services for combining contact center services with front office, middle office and back office systems
A major player in the electronics field with sales in excess of $25 billion is among the latest companies to adopt the Echopass cloud contact center solution, utilizing the Enterprise Edition bundle to enhance their operational efficiency, improve the overall customer experience and create a competitive advantage in their demanding markets. The company recently deployed the Echopass Enterprise Edition for over 700 agents in a three-site, virtualized contact center environment which included direct company employees and two different outsourced agent organizations — all supported by the Echopass cloud-based solution and with extensive integrations to critical back office data.
Despite their size and well known product portfolio, the organization recognized the need to provide a full complement of capabilities to address delivery of an outstanding customer experience while gaining full visibility of their total operation from in-house experts through each of their key outsourcer partners. By moving their entire operation to the cloud, they were able to achieve their operational objectives in addition to reducing costs and re-deploying key resources from infrastructure management to expanded responsibilities related to enhancing the overall customer experience.
Coincident with the debut of the Enterprise Edition pricing bundle, Echopass is announcing the kickoff of its “Large Enterprise Webinar Series.” This series of webinars will focus on the unique interests, applications, business process and solutions necessary to support the movement of a complex, large enterprise contact center to the cloud. The series will get underway with the initial webinar on September 10, 2013, “”
This series of Echopass webinars will focus on recommendations by industry leaders and will include key innovations developed by members of the EchoPlace Partner Network, extensive case studies from existing Echopass clients and practical guides for complex cloud implementations.
For more information about Echopass, please visit ; follow the company blog at , on Facebook at and on Twitter at .
Echopass is the #1 provider of cloud-based contact center solutions to large enterprises. Since 2000, Echopass customized solutions have served enterprises with up to 20,000 agents across multiple sites and complex application and infrastructure environments, while satisfying the most stringent industry compliance and security requirements. Echopass solutions are fully integrated, flexible and scalable, and require no capital investment or ongoing maintenance. Privately-held Echopass, backed by venture capital firms Canaan Partners and New Enterprise Associates, is a recipient of numerous industry awards for innovation and customer service, including the Red Herring Top 100 Companies Award and multiple Best Practices awards from Frost & Sullivan. The company is headquartered in Pleasanton, CA. For additional information, please visit or call 1-888-622-5345.
Echopass, EchoPlace, and Echopass products are registered trademarks of Echopass Corporation. All other trademarks and service marks are the property of their respective owners.
Tags: Echopass, Echopass Enterprise Edition, cloud-based contact center, hosted contact center, Symmetry, EchoPlace, EchoCallBack, Echopass WebCallBack, contact center, webinar
Rob Farris
Chief Marketing Officer
Echopass Corporation
(801) 559-8680
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