Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs
Contact Center On-Demand
Echopass Contact Center On-Demand is a full-featured, end-to-end contact center solution that supports the entire range of inbound and outbound contact center services, from voice, chat, email and other data-based services to a combined, multi-channel service for blended agents. We deliver best-in-class interaction routing and queuing to optimize both customer experience and agent utilization across single site, multi-site, remote, and virtual contact centers.
Better for Agents, Management and Customers
We designed Echopass Contact Center On-Demand to meet the demands of contact center agents, supervisors, managers, and administrators and ultimately, your customers.
- Our agent tools make your agents more efficient and effective.
- Our management tools let you quickly and easily manage your Echopass services and agents.
End-to-End Integration Backed by Real SLAs
- Multi-channel queuing and routing (ACD)
- Echopass architecture supports multi-site, "virtual" contact centers. The routing infrastructure maintains visibility to presence and state of all agents no matter where in the world they reside. As a result, the routing engine can select the best available agent with the appropriate skill set to handle a call, without geographical limitation.
- As an interaction arrives at the contact center, either directly or through the IVR, the Echopass solution uses dynamic enterprise information (such as agent availability and queue statistics, customer preferences and service levels collected from enterprise databases, agent-profile data, and defined strategies) to determine the best agent for an interaction.
- With the Echopass routing solution, companies can seamlessly integrate and manage voice and other interactions such as email, chat, VoIP, web collaboration, and/or automated workflow (fax scanned documents, etc.), to create a centralized, Internet-ready contact center. The Echopass routing solution funnels all incoming interactions from various media channels into a single, universal queue.
- Managers can easily define strategies with point-and-click actions that automate interaction routing from the universal queue to the most appropriate agent based on factors such as the type of inquiry, the value of the customer, and the media channel. The Echopass routing solution solves the business manager's objectives by improving customer service and lowering operating costs.
- For the technical manager, Enterprise Routing Control (ERC) provides an environment that is quickly deployed, easily managed, and extremely flexible.
- Speech-enabled IVR
- Echopass' integrated Software as a Service solution provides touchtone access to applications and incorporates speech recognition technology for conversational exchange to identify and resolve customer requests. Echopass supports automated attendant applications complete with multi-level menu capabilities.
- Echopass also supports intelligent call segmentation, routing and reporting.
- With IVR, routine caller requests are handled through the self-service option and complex calls are routed by Echopass to the best available skilled agent. Blending self and agent-assisted service aligns service with customer values and needs, enhances the caller experience, lowers operational costs and enables end-to-end reporting.
- Echopass has inclusive capabilities for delivering speech self recognition applications. The Echopass Service Integration Platform supports both Nuance and IBM speech recognition and text to speech engines. Echopass partners with Voxify for the development of speech automation applications, which are also hosted on the Echopass platform.
- The integration of these patented technologies enables intelligent and conversational speech applications that deliver an extraordinary customer experience. Echopass manages all IVR and speech self service applications from our network operation centers.
- Agent Desktop Soft phone—EchoContact
- EchoContact is the multi-media agent desktop soft phone and a robust tool that supports:
- Remote agents
- Multi-media interactions—voice, email, chat, fax and voice mail
- On-screen, CTI for full control over their inbound and outbound communications—including voice, email and web chat sessions. Call control features include: Log-in, Caller ID, Ready/Not Ready, Release, Hold, Transfer, Conference and Direct Dial
- Onscreen display of key attached data element to assist the agent in call handling
- Open API for data dips, screen pops and other application integrations
- CTI—Computer Telephony Integration
- The Echopass solution can integrate to a variety of external databases. The client can be prompted to enter information such as case number or other client specific information that can be used to query multiple data sources.
- The methods of obtaining data can vary and Echopass utilizes virtually any means available to accomplish this task. We prefer web services (SOAP), but we can use customer provided stored procedures, HTTP POST/GET, XMLRPC, etc. to access the data.
- Our use of routing solution in conjunction with our CTI tools allow us to attach the data to the call record in addition to the information that came with the call such as DNIS, or ANI. This attached data is available for routing, queuing, assigning skills, etc. to the call and can be used for screen pops or displayed at the desktop in an optional pop up. The attached data can also be utilized for reporting purposes.
- Remote and At Home Agent Support
- Echopass offers a remote or home agent solution. Our customers' work at home agents use the same technology as agents in the contact center. With Echopass, customers can have their agents in multiple sites, on shore, off shore and at home and manage all as one virtual agent pool.
- Echopass provides our home agent solution via a simple EchoContact software download and installation 'wizard," which agents download on the laptop/PC to be used at their home agent location. There is no requirement for either customers or Echopass technical personnel to visit the home agent location for set up.
- Work Force Management
- Scheduling functionality allows agents to view and manage their schedules, giving agents more control over scheduling process and automating request changes and approvals within pre-defined parameters. Agent capabilities within the WFM application include:
- Views of other agents' schedules
- Request shift trades
- Bid on shifts, highlighting shifts agents prefer and do not prefer
- Automatic email updates to both agents and supervisors
- Compliance with union regulations
- Compliance with union regulations
- Supervisor tools for managing and enhancing agent performance are presented through comprehensive Supervisor dashboards and reports. The dashboards support improved management of discrepancies between target and actual availability by providing:
- Visibility into real-time agent schedule adherence
- Variances between planned and actual metrics such as service level
- Intra-day views that allow the supervisor to react to the dynamic nature of the contact center environment and provide standard reports to quickly identify patterns and trends.
- Recording and Quality Monitoring with Agent Scoring and Advanced Speech Analytics
- Echopass provides our Software as a Service contact center solution that includes a call monitoring and recording platform. Echopass will provide each site (and each user for that matter) requisite monitoring and recording application functionality via a virtual delivery model. The configuration will be in the cloud and will offer unlimited expansion capabilities including the ability to provision an unlimited number of future sites.
- Echopass delivers best-in-class call recording and monitoring analytics through integration with Impact 360, an analytics product of our partner Verint. Impact 360 is a unified, analytics-driven and enterprise-enabled application, combining the power of analytics with the most advanced quality monitoring capability on the market today. Impact 360 helps organizations be more efficient, improve customer experience and react swiftly to changes in customer behavior.
- E-Learning
- Echopass delivers e-Learning capabilities through integration with Impact 360, an analytics product of Echopass partner, Verint. E-learning enables agents to take courses from their portal view. These courses can include simulation exercises, best practice call samples, soft skills development, certification development, quiz exercises and other modules.
- Echopass e-Learning includes Content Producer Editor, Content Producer Author and Lesson Management Solution for course development.
- Historical Reporting—EchoReports
- EchoReports is a web based reporting solution based on Microsoft Reporting Services platform. EchoReports enables customers to develop their own reports and ad hoc queries in a user friendly graphical interface.
- Echopass provides two user interfaces to access customer's reporting needs.
- Historical reports: EchoReports addresses the historical reporting for all media types (voice, IVR, ACD, chat, email) handled by Echopass—either inbound or outbound as well as agent performance statistics.
- Because of the web-based access of the Echopass solution, there is no limit to the number of simultaneous report viewers or email recipients. To further simplify reporting and because Echopass supports universal queuing, (which means we route all media with the same engine), we have only one reporting engine to provide visibility and reports to all media types. Only one interface, with familiar and easy to use native integration.
- Real-time Dashboards
- Echopass Real-time dashboards provide real-time statistical information for all media types (voice, IVR, ACD, chat, email) handled by Echopass—either inbound or outbound as well as agent state and status information. Echopass reporting data is aggregated and delivered in near real time
- Echopass Real-time dashboards incorporate proven user interface design concepts such as availability of the tree view for object location and selection, support for multiple open data views, and use of wizards for multi-step configuration tasks. This results in fast learning curves and overall simplicity.
- In addition, Echopass offers advanced personalization capabilities based on the unique concept of an individual workspace. A wizard-supported process of workspace configuration allows the user to select the contact center resources to be monitored, define the data content to be displayed for those resources, and create thresholds and actions for the critical performance indicators. The user can create multiple workspaces focused on specific monitoring tasks, and select the currently relevant workspace when opening a new working session.
- Echopass Real-time dashboards provide:
- Complete flexibility to create custom views based on agents, agent groups, queues, switches as defined in the customer environment.
- A toolkit with the ability to create new views with custom metrics, calculations, advanced logic (if/then statements) and a variety of presentation options.
- Web-based Administration Portals—EchoSystem Manager
- EchoSystem Manager is web-based client management tool for provisioning and administering the application. Supervisors can define agents and skill groups, establish workgroups, make configuration changes, modify routing strategies, view real-time and historical reports, and access the support portal. EchoSystem Manager greatly simplifies management activities because a single dashboard provides management of all the provisioning and administration of agents, no matter how many applications or agent locations are deployed (including work at home agents).
