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Contact Center Capabilities

Echopass provides a comprehensive solution suite that offers everything an enterprise-class contact center would expect and need including:

Automatic Call Distribution (ACD)
Blended multi-channel interaction management
Intelligent skills based, business rules, data and multi-site routing including last agent dialed routing
Computer Telephony Integration to existing back office client applications
Workforce Management with robust forecasting, adherence, and agent and supervisors tools
Agent Performance Optimization with call recording, monitoring, agent scoring and advanced speech analytics
Historical reporting and real-time dashboards with full access to real time cradle to grave interaction data
Web-based Reporting including Apple iPad tablet accessibility
Back office workload distribution utilizing intelligent routing and prioritization for work items and service requests
Fully featured outbound dialing and real time campaign management
Multi-Channel interaction routing for chat, SMS text, social media, voicemail, work items, fax, and email
Web callback for flexible customer options for service handling
Surveys with flexible, customizable results including agent feedback
E-learning that provides timely self-paced training and competency analysis for on-site and remote worker agents
Secured, web-based administration portals supporting contact center management from any location, at any time
Open APIs for deep integrations with client CRM and business productivity applications
On screen, multi-media soft phone/user interface