Customers Say Case Studies and Videos

Customers Say:

 "Echopass built a completely customized desktop for agents that contains all pertinent customer information, and we continue to rely on their technology. As soon as a call comes in, agents have 95 percent of the customer’s data at their fingertips.  This helped us to improve and maintain the overall call handling and customer experience."

 

"The functionality that came with along Echopass far surpasses anything that I dreamed of getting in a hosted system."

 

"As we were growing so fast, we needed a company that could grow fast with us, offering on demand flexibility and a cost-efficient means to deliver service to our customers."

 

"Echopass gives us 20/20 vision of what is happening at all times, in addition to helping us cut costs, providing high levels of customer service, and meeting our own SLAs."

 

"When a contract expires, we need to adjust to that very quickly. And when we bring a new property on board, we want to implement that as quickly as possible, too. Echopass gives us the ability to instantly respond to those changes."

 

"With the skills-based routing that Echopass provides, we get the calls to the right people the first time. It’s much more efficient."

 

"I used to dread walking the customer care center floor, because I’d get stopped a lot with questions about technology problems we were having. We probably lost some good agents because of it. But today, it’s refreshing to walk the floor—the agents aren’t focused on the technology, they are focused on the customer and doing their jobs."

 

"One of the top thee benefits of the Software as a Service model included end-to-end service level agreement. In our prior model we were responsible for managing the myriad of service providers, and that’s no longer the case. Another benefit is multi-tenancy, which is particularly important to us, because we leverage the technology to service hundreds of clients behind the scenes, and being able to tailor that experience to each client was a critical requirement. The third benefit is better alignment of cost and consumption--a true utility demand driven model."

 

"Reliability is more than just important to us, we really have no business without it. We rely on Echopass like electricity. It’s always working."

 

"Echopass provides always-on capability, they run their own data center with their own technical staff who specialize in running call centers. It seemed to us a safer and smarter decision to outsource our call center infrastructure responsibilities to the people at Echopass."

"Echopass helps us ensure our agents are prepared to deliver the kind of intensive assistance our members require, and beyond just handling calls, the real-time reporting capabilities we have with Echopass give us critical performance metrics we need to manage and coach our agents."

Tammy Jurkatis
Customer Service Director
Arcadian Health Plan