Customers: Innovative Leaders

Echopass customers are innovative leaders who look to us to significantly reduce the pain, cost and complexity of running their enterprise-class contact centers. Our customers recognize that by having Echopass provide and manage their contact center in a Software as a Service model, they are free to focus on their core competencies rather than their IT infrastructure. Our customers are from a variety of industries, including Financial Services, Hospitality, Insurance, Transportation, Government and Retail. Customers that have used Echopass services include:



	Account Now: Improved agent efficiency by a 30-percent increase while handling hundreds of thousands of calls per week
	American Express: Manages 4 different contact centers in 2 different continents, now able to meet goal of handling 85% of calls via self-service



	Apple: Combined sales and support groups to use a consistent contact center solution running on the Mac desktop


	Arcadian Health Plan: Agents now able to deliver the intensive assistance members require, and real-time reporting capabilities provide critical performance metrics


	Coverall: Increased inside sales productivity without adding staff


	CSC: Systems integrator using Echopass technology to serve government agencies


	DNC—Delaware North Companies, Parks & Resorts: Customized solution meets the unique needs of each property and implemented post call survey and customer feedback process


	Dell: Achieved 60-second call answer SLA goals in the 95+ percentile range and added second site—while saving over $750,000 in infrastructure costs


	Genesys: Using Echopass as internal web chat solution


	Homesite Insurance: Integrated IVR and skills based routing enables OEM handling for multiple insurance companies, increased percent of calls answered by 12%


	Infinite Mind: Doubled sales revenues after increasing per agent sales revenues from $1,200 to $2,000 per week within three months


	Kodak: Able to satisfy increasingly complex customer care requirements and meet seasonal business fluctuations


	MAXIMUS: Systems integrator using Echopass technology integrated to Microsoft Dynamics CRM


	Medicall: Lowered overhead costs 75 percent and integrated CRM applications, electronic medical records and medical practice management systems


	Outrigger: Increased percentage of calls converted to bookings to nearly 60 percent, and grew its business by 20 percent without increasing personnel and moving to a virtual office model


	Overstock.com: Increased customer satisfaction rating measured by Net Promoter Score to more than 70 percent compared to industry average of 40 percent


	Pinnacle: Doubled number of contact center agents after one year


	Provident Bank: Able to answer 80 percent of all inbound calls within 20 seconds and cut customer wait time in half


	Public Storage: Virtualized multi-site contact centers and integrated to internal CRM application


	SecureAlert: Solution integrated with a complex set of technologies such as GPS, cellular and proprietary applications


	SonicWALL: Overcame challenge to maintain high levels of customer satisfaction to international customers


	TransCore: Systems integrator using Echopass technology to meet SLAs in servicing highway toll programs in multiple states


	Viacord: Blended inbound and outbound contact center agents


	VoiceCurve: Entire contact center agent pool with hundreds of agents are all work at home agents