Customers: Industry Studies, Case Studies and Videos

Customers Say Case Studies and Videos

Industry Studies, Case Studies and Videos:

One way to appreciate and understand the Echopass value is through learning about actual customer experiences. Each customer profiled in the industry studies, case studies and videos below had unique business problems and unique organizational and technical environments, yet shared a vision of how their business could improve with Echopass cloud-based contact center solutions.

Industry Studies

  • Insurance Industry

    • $300 million private homeowner’s insurance company with double-digit growth utilizing 400 contact center agents and achieving annual savings of over $2,662,000.
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  • Outsourcer Industry

    • Rapidly growing private company is an Outsourcer of contact center technology for more than 2,000 clients worldwide utilizing 400 college educated at home agents and driving annual savings of over $2,763,000.
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  • Retail Industry

    • $800 million public company is an online retailer utilizing 400 agents year round with holiday season scaling to 650 agents has risen to a #2 ranking for customer service by the National Retail Federation while enjoying annual savings of over $2,720,000.
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  • Financial Services Industry

    • $7 billion public company is a leading provider of risk management services, insurance and reinsurance brokerage and human capital and management consulting, utilizing 450 agents year round and scaling to 650 agents during open enrollment while generating annual savings of over $6,272,000.
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  • Self Storage Industry

    • Public company operating over 2,100 self storage locations throughout the United States and Europe utilizing 350 agents year round with seasonal scaling to 500 agents while realizing annual savings of over $2,546,000.
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Case Studies

  • Intelispend Case Study

    • Intelispend is a market leader of business to business prepaid products that offer reward solutions for corporate incentive and consumer promotions programs. With significant growth projected in both cardholders and call volumes, Intelispend realized their current contact center infrastructure should be expanded to maintain a high quality customer service experience. The solution would have to adapt to seasonal agent increases, with flexibility to manage 4 different contact centers in 2 different continents. Intelispend chose Echopass, and is now achieving their internal SLA goals, while maximizing their ROI.
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  • Provident Bank Case Study

    • The Provident Bank of New Jersey slashed the average duration of its customer support calls by 40 percent using on-demand call center services from Echopass. This case study discusses Provident's customer care issues, how Echopass' skills-based call routing capabilities allow the bank to handle 80 percent of support calls within the first 20 seconds and how Provident has dramatically improved customer care with fewer headcount.
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  • MediCall Case Study 

    • MediCall addresses one of the great challenges facing the health care industry—the critical shortage of nurses. By facilitating routine communication between patients and nursing resources and providing nursing resources in a cost-effective outsourced model, MediCall is alleviating this strain. This case study shows how Echopass enabled this innovative solution, and the results MediCall has achieved.
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  • Outrigger and OHANA Resorts and Hotels Case Study 

    • Outrigger is the largest locally-owned hospitality chain in Hawaii. After fifteen years with their existing ACD hardware vendor, Outrigger replaced their hardware with Echopass On Demand call center technology. This case study shows how Echopass streamlined and integrated Outrigger's multimedia interaction processing, enabled work-at-home agents, and dramatically lowered Outriggers operations costs with fewer agents.
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Videos

  • Gartner Industry Leaders Adoption Video

    • Gartner discusses and compares the benefits of the “as a service” model for cloud based versus premise based contact centers.
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  • Outrigger Customer Video

    • This informative video is is about Outrigger Hotel's use of Echopass and the benefits of replacing their inflexible Aspect hardware with an On-Demand Echopass Call Center solution. Bill Peters, VP of Reservation Services for Outrigger Resorts and Hotels, discusses the increased results his company has seen since using Echopass and the EchoSystem Service Integration Platform with Genesys and Microsoft as key technology partners, and why Outrigger replaced a premise-based system with Echopass' sophisticated yet affordable hosted contact center services.
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  • MediCall Customer Video

    • MediCall addresses one of the great challenges facing the health care industry—the critical shortage of nurses. By facilitating routine communication between patients and nursing resources and providing nursing resources in a cost-effective outsourced model, MediCall is alleviating this strain. In this video, John Chess, MediCall CEO, explains how Echopass helps Medicall achieve their goals.
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