Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs

FAQs

General Echopass Questions

What does Echopass Do?

Echopass is a Software as a Service (SaaS) company.

We provide everything an enterprise needs to operate a world-class, virtual contact center except the agents.

We serve businesses with as few as 75 to as many as 10,000 contact center agents, wherever they may be located; in multiple centers, on shore, off shore or at home.

The Echopass service immediately reduces our customer's costs and complexity related to contact center operation.

What do you mean by "everything except the agents?"

Echopass provides our contact center solution as a fully managed service. We manage the network, applications, data security, and the agent and administra-tor/supervisor access. Customers only need to supply their agents, and the agent's computers.

I've never heard of Echopass, can you tell me a little about it?

Echopass was a pioneer in the field of on-demand IP-based contact center services delivered in the Software as a Service model, and has won numerous awards for customer service and innovation.

The company started in 1998 as the internal technology infrastructure for a public company in the outsourcing business in Salt Lake City, Utah, became a separate company in 2000, and then moved the headquarters to the Silicon Valley in 2005. The company is headquartered in Pleasanton CA.

Is there more detail about Echopass, the company?

In 2000, Echopass became an independent company funded by Genesys Telecommunications Laboratories and two venture capital firms - Canaan Partners and New Enterprise Associates, both of whom have continued to invest in Echopass.

Echopass received the Red Herring Top 100 Private Company award in 2004, and moved to larger facilities in the Silicon Valley during 2005.

We own and operate our own Network Operations Center in Salt Lake City, Utah, and 3 redundant datacenters in Salt Lake City, San Francisco and Irvine, CA.

Who are your customers?

Large enterprises with complex issues looking to solve their contact center problems quickly. Echopass serves a broad base of customers across multiple vertical industries including Financial Services, Hospitality, Healthcare, Transportation, Government and Retail, as well as System Integrators and Outsourcers.

A sample of Echopass customers includes: Maximus, American Express, Computer Science Corp, AON, Apple, Transcore, The Hartford, Outrigger Hotels, Public Sto-rage, Environmental Protection Agency, and many other large enterprises.

How does Echopass provide Software as a Service?

We provide a software delivery model in which the contact center agents, wherever they may be located, access the Echopass contact center applications through the Internet or dedicated access and the applications are running in the Echopass datacenter and managed by Echopass.

Why is this Software as a Service model better than having the contact center on premise?

The model is less expensive and flexible in ways that on premises contact centers are not and can't compare.
For example, through the Software as a Service model our customers no longer require dedicated IT staff managing a data center to support the contact center applications, purchase software and costly maintenance agreements, purchase and manage the hardware to run the contact center applications, or worry about upgrades or bug fixes.

What are the basic capabilities of the Echopass contact center?

The Echopass service includes all capabilities expected of any state-of-the-art contact center solution. A quick list includes:

Multi-channel queuing and skills based routing (ACD)
Speech-enabled IVR
CTI
Work force management
Recording and monitoring with agent scoring and advanced speech analytics
Surveys
E-Learning
Historical reporting and real-time dashboards
Web-based administration portals
Open API's for deep integrations with all types of backend data base and CRM systems