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

FAQs

SaaS Security Concerns

How does Echopass protect Voice over IP traffic?

Echopass uses built-in encryption including Transport Layer Security (TLS), IP Security (IPSec), and Secure Real-Time Transfer Protocol (SRTP) for protecting Voice over IP traffic.

Are Echopass data centers SAS70 certified?

Yes, Echopass is fully SAS70 certified for all operations within the company includ-ing our three datacenters in Salt Lake City, UT, and San Francisco and Irvine, CA. In keeping with this certification, Echopass follows documented policies, processes and procedures for all IT activities. Change management, backup and recovery, computer and network operations, and security all have fully documented policies and pro-cedures which are followed at all times. Echopass avoids human error by strictly following SAS70 policies and procedures.

How does Echopass' multi tenant model isolate customers from other customers?

For starters, we don't share our technology platform with other service providers that are providing contact center solutions. Instead, Echopass owns and manages our own datacenters that provide contact center solutions in a Software as a Service model.

In terms of a more technical answer, our solutions are provided through shared multi-tenant platform that includes a multi-tenant abstraction layer.

Echopass proprietary multi-tenant abstraction layer is based on data segregation, physical segregation and a highly secured permissions model. These combine to securely isolate customers from each other.

If we choose Echopass and our company grows rapidly, will there be growth limits in the Echopass solution?

There are no limitations or restrictions. Most every Echopass customer has grown from their initial number of seats/agents, and many also have a seasonal spike. The Echopass datacenters have been designed for scalability, therefore, customer growth and expansion are expected and not an issue.

What lead-time is required to provision for more growth in these centers?

Agents and IVR scripts are added on demand, other changes like custom reports created by Echopass require slightly more time.