Echopass Revs Its Engines for Enterprise Contact Centers
Aug 26, 2013 5:00 AM PT
Echopass recently unveiled a new enterprise edition of its software for corporations that use the cloud to manage their contact center operations. The offering consists of more than 40 applications and services aimed at centers that support between 500 to 20,000 agents.
One early adopter typifies the type of company for which this application was developed, Rob Farris, the company's chief marketing officer, told CRM Buyer. Specifically, this company is using the application to support 700 agents in a three-site, virtualized contact center environment including both company employees and two different outsourced agent organizations.
While they might not match that description exactly, numerous other companies fit this general use case as well, Farris asserted.
"The cloud market for contact centers has been maturing for years and can easily support large, complex operations," he explained.
"That is what this release is about -- providing a set of comprehensive tools for large enterprises that want to explore or push even deeper into the contact cloud space," Farris added.
The enterprise edition offers a wide range of features.
Among them are Symmetry, a dual data center business continuity application; carrier Service Level Agreements with guaranteed commitments; an administration package for application support; and an agent performance package including CTI solutions to allow agent enablement for heightened performance improvements.
There is also an integration package to combine contact center services with front office, middle office and back office systems and Echopass customer service applications, including EchoCallBack -- an in-queue, user determinant callback service, Echopass WebCallBack, Echopass Chat and Echopass Customer Survey Builder for Voice of the Customer provisioning.
The Business Issues
In the bigger picture, Echopass Enterprise Edition seeks to address the major business issues that are part and parcel of any large contact center operation, Farris said, such as enhancing the customer experience, improving operational efficiency and reducing costs.
"What we have done is put together a bundle of products and services that not only meet the technical needs of an enterprise contact center operation in the cloud, but also addresses these business issues," he said.
Ditto for perhaps the most significant business-related contact center driver of all: advancing business continuity.
"At the end of the day, it is all about advancing the relationship with the customer, helping the business build and enhance its brand," Farris said.
It is through that prism that Echopass put together the Enterprise Edition, he added. "At every step we asked ourselves, how can we speed the customer interaction and get an agent to help as soon as possible?"