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Echopass Background Questions

What does Echopass Do?

Echopass is a cloud-based provider of contact center solutions delivered via a Software as a Service (SaaS) business delivery model. We provide complete contact center solutions that enable large enterprises to deliver the client experience they desire at the lowest possible total cost of ownership.

We serve businesses with complex contact center needs from 200 to as many as 20,000 contact center agents, wherever they may be located; in multiple centers, off shore or at home. Many Echopass clients have complex hybrid environments that combine legacy client owned systems and applications with Echopass provided solutions in a seamless environment.

The Echopass service offerings immediately reduce our client's costs and complexity related to contact center operations up to 40%, and provides exceptional reductions in ongoing total cost of ownership and improved return on investment.

Our client base is extensive after 12 years of delivering key solutions and benefits including improvement of the customer experience, business transformation value from cloud deployments, enhanced operational efficiency, and impactful economic results. Our clients place a very high value on serving their customers in a competitively differentiated manner, building brand equity and consistency and growing revenues within their contact center operations. Our client value is best demonstrated by our extensive reference base of clients across multiple industries and with implementations of thousands of contact center agents that cross international borders.

Echopass delivers world class solutions from our key partners and those developed specifically by Echopass to create seamless, high value contact center application environments. A key benefit for our clients includes the full range of services necessary to deploy complex solutions including design, project management, integration, customization, implementation, training, and on-going consulting resources all delivered through the Echopass Expertise Advantage™.

What comprises a "complete contact center solution?"

Echopass provides complete contact center solutions as a fully managed service within the cloud. We manage the network, systems, applications and security. Clients only need to supply their agents, the agent's business applications, and the physical facilities. Echopass can also provide contact center agents if necessary through one of our many outsourcer partners

What’s the history of Echopass?

Echopass was a pioneer in the field of on-demand IP-based contact center services delivered in the Software as a Service (SaaS) model, and has won numerous awards for customer service and innovation from Frost & Sullivan, Red Herring, TMC and others.

The company started in 1999 as the internal technology infrastructure for a public company in the agent outsourcing business in Salt Lake City, Utah. 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. In 2005 the company moved the headquarters to Silicon Valley and is now headquartered in Pleasanton, California.

Echopass has continued to add industry awards to its excellent reputation. In 2004 Echopass received the Red Herring Top 100 Private Company award. In 2010 Echopass was awarded the Frost & Sullivan Competitive Strategy award. Echopass’continued success resulted in Frost & Sullivan also awarding Echopass the 2011 award for Market Share Leadership for both the ACD and Agent Performance Optimization segments within the hosted/cloud based provider market.

Who are Echopass clients?

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

A sample of Echopass clients includes: American Express, Computer Science Corp, AON, Homesite Insurance, Overstock.com, Outrigger Hotels, The Environmental Protection Agency, Maximus, and many other large enterprises.

Who are the Echopass partners and what do they do?

Echopass partners with best of breed technology providers and integrates their technologies and applications, as well as leading market partners and Systems Integrators. For example:

Echopass partners with Genesys for the underlying contact center multimedia routing software and IVR/voice platform infrastructure.
Echopass partners with Verint Systems and Autonomy e-talk for call recording, quality management and speech analytics applications.
Echopass partners with IBM and Nuance Communications for speech recognition and text-to-speech engines.
Echopass partners with Voxify for development of integrated speech solutions using natural language IVR.
Echopass partners with Salesforce.com, RightNow Technologies, and Microsoft for CRM solutions.
Echopass partners with Genesys, IEX, Monet and others for Work Force Management solutions.
Echopass partners with CSC and Maximus for systems integration, and with Medicall, Voice Curve, and ATS for agent provided services.
Echopass partners with Sprint, Verizon, XO, AT&T, and other service providers for network transport services.

What is the Echopass Pricing Model?

The Echopass pricing methodology is designed to provide maximum flexibility for our clients, and consists of a monthly per agent fee plus per minute prices for network based services like IVR.

How much time is required for Echopass service deployment?

Echopass deploys solutions very rapidly. Clients typically go live in less than 120 days from executing the service agreement. The benefit of the service going live quickly, even in the most complex environments, is that Echopass assists our clients to realize faster time to value for productivity gains and cost savings. As a SaaS provider, Echopass can accommodate phased implementations that minimize business disruption and optimize each improvement prior to the next phase.