Financial Services Companies Optimize Customer Service and Lower Costs by Implementing Echopass Hosted Contact Center Services
American Express Incentive Services demonstrates momentum of hosted contact center services, a market Frost & Sullivan forecasts will grow to 1.2 billion dollars by 2012, a 34 percent compound annual growth rate (CAGR)
PLEASANTON, Calif. — April 30, 2008 —Today’s volatile economy with skyrocketing gasoline prices, employee layoffs and the sub-prime mortgage crises is driving business leaders to seek new ways to thrive. Companies are scrutinizing all departments looking to optimize customer service and reduce expenses.
In this environment, American Express Incentive Services (AEIS) is one of a growing number of financial services firms that are creating a win-win situation by moving their customer care function to a hosted solution.
AEIS is among the financial services industry customers served by Echopass Corporation that have optimized customer service and achieved significant ROI by implementing Echopass’ hosted Contact Center On-Demand solutions.
“The shift to an operational expenditure model, elimination of maintenance costs and ease of provisioning multi-site contact centers are making hosted solutions an attractive value proposition for many enterprises,” said Ashwin Iyer, industry manager for Frost & Sullivan's Contact Center and CRM practice. “We’re expecting increased growth in this market as companies like American Express look to enterprise-focused, on-demand providers like Echopass to satisfy customer needs and improve customer service while reducing costs. As one of very few hosted providers focused on large enterprise customers, Echopass is well positioned to continue gaining market share and expanding its portfolio of Fortune 500 and blue chip enterprise clients.”
The Echopass hosted Contact Center On-Demand is delivered to AEIS through the Software as a Service (SaaS) hosted model, providing single or multi-site contact center customers with the flexibility to scale applications, agent seats, and locations depending on business conditions or seasonality.
“We were in need of a solution that would offer the flexibility to adapt to our changing business needs in a timely manner, the manageability to operate efficiently, and comprehensive reporting to provide a clear view of our multi-location contact center operation at all times,” said John Rose, vice president of Information Technology at American Express Incentive Services. “Echopass provides that capability as well as giving us 20/20 vision of what is happening at all times. As a result, we’ve cut costs, optimized our customer service and now have the technology in place to ensure we’re meeting our own SLAs.”
Echopass is the only company in the contact center business to develop a unique multi-tenant version of Genesys’ call routing software and to integrate this functionality within Echopass’ hosted contact center service. Genesys call routing infrastructure, used by a vast majority of the Fortune 500, is delivered by Echopass on-demand to all customers as part of the EchoSystem™ Service Integration Platform. Only Echopass offers this fully managed hosted platform with world class 24x365 customer service and support, always-on performance guarantees with the strictest service level agreements (SLAs) in the industry, and SAS70 certification for all processes.
“Financial services companies are under many of the same pressures that our other large enterprise clients face — providing world class customer support, while managing fluctuations in demand, managing costs, sharing resources across geographically dispersed sites, and seeking the best available technology that allows for top-notch customer service,” explained Vincent Deschamps, CEO of Echopass. “Our end-to-end managed solution addresses all these pressing business issues, and with eight years of experience working with Fortune 500 customers such as Apple, Kodak, and Public Storage, we understand the unique demands large enterprises face.”
For more information on Echopass, please visit www.echopass.com.
Resources
Commentary: From Meltdown to Breakout: Financial Services Prepares for Customer Service Overhaul; by Echopass CEO Vincent Deschamps; http://www.echopass.com/finservices/customeroverhaul.html
About Echopass Corporation
Echopass Corporation is the #1 provider of hosted contact center services to the enterprise market, delivered through its unique EchoSystem™ Service Integration Platform. Only Echopass delivers the promise of On-Demand, Always On, Guaranteed, and End-to-End solutions that are both affordable and fully integrated with clients’ existing customer contact applications and voice or data technologies. Echopass managed solutions are quick to deploy, easy to use, flexible, 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. The company is headquartered in Pleasanton, CA. For additional information, please visit www.echopass.com or call 1-888-622-5345.
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