Contact Center On-Demand Platform and Technology Security and Compliance Services FAQs
Platform & Technology
Echopass Service Integration Platform: On Demand, Always On, Guaranteed, End-to-End
The Echopass Service Integration Platform is at the heart of Echopass' service delivery. Our platform has been designed to support enterprise customers with fast and efficient service delivery & implementation, to reduce the cost and complexity of a contact center deployment and provide our services through our own high availability datacenters.
Unlike inflexible hardware-based contact centers or limited one-dimensional call center software alternatives, the Echopass Service Integration Platform provides customers a complete, single-source, flexible and scalable contact center solution. Our platform delivers these ongoing customer benefits:
On Demand = Speed and Flexibility
- Rapid deployment with completely integrated service live in just 60 days
- Constantly "right sized" with agents and services
- Scalable to customer requirements on demand
Always On = Complete Reliability
- SAS70-certified redundant datacenters deliver over 99.9% services availability and reliability
- Meets stringent privacy and security protection requirements of customers who need to be HIPAA and PCI compliant
- 24 x 365 world-class client service and customer support
Guaranteed = A Solution Customers Can Trust
- Highest SLA in the industry
- Echopass stands behind the entire platform's service and performance
- Including network services and all integrated applications
End to End = Hassle Free
- Unique hosted multi-tenant functionality
- Integrated with all leading CRM & other customer-specific voice or data applications
- A complete managed service
Architecture Overview
The Echopass Service Integration Platform has been specifically architected and deployed as a Software as a Service (SaaS) model to minimize implementation timeframes and reduce the cost of ownership and support. All Echopass operations and facilities are SAS70-certified.
Echopass serves customers from multiple, SAS70-certified datacenters that we own. All platform operations and support services are delivered from our Network Operations Center (NOC) in Salt Lake City.
The key components of the Echopass architecture are:
- Multiple Redundant Datacenters
- Network Operations Center
- Echopass Multi-Tenant Service Integration Platform
Multiple Redundant Datacenters
Echopass owns and manages its entire Echopass platform through three, state-of-art, SAS70-certified datacenters in Salt Lake City, San Francisco, and Irvine, California. Our datacenters employ redundancy at every level, from physical infrastructure (power, HVAC, fire), to network, telecommunications, systems and storage.
Our professional administrators and network engineers oversee all aspects of our infrastructure, networks, contact center software, and customer performance, 24x7x365. We are committed to consistently delivering carrier-grade performance and reliability to every contact center customer. We fulfill this commitment in the following ways:
- Multi-tenant architecture allows us to share infrastructure investments across multiple clients and to scale services and capacity quickly.
- Data security delivered through stringent authentication requirements, secure database partitioning, Cisco firewalls, multi-level anti-virus protection, and intrusion detection systems.
- Data back-up procedures conducted multiple times during a 24-hour period, including full data mirroring, RAID5 protocols, and off-site storage of back-up tapes.
- Physical security controlled by 24/7 card-key access, security system logging, security personnel, and regular audits of access lists.
- Redundant system including fiber networking, PBX, SIP soft switch, UPS and diesel backup generator, environmental systems and all application and data servers.
- Guaranteed voice quality of service (QoS) through dedicated managed data circuits and on-site Cisco routers.
- Network Operations Center monitored around the clock and staffed with Echopass network engineers using industry-standard monitoring tools to monitor hardware, contact center software, all systems and network performance.
- As an SAS70-certified company, Echopass follows fully-documented policies, processes and procedures for all IT activities, including change management, backup and recovery, computer and network operations, and security.
Network Operations Center
The Echopass Network Operations Center provides full operational support for the Echopass Service Integration Platform as well as customer support service to our customers. Our Network Operations Center provides:
- 24 x 7 platform monitoring
- On premise engineering, development and operations support
- Complete solution and service deliver monitoring
- Redundant environmental controls; power, cooling and fire suppression
- Fully secured environment; elevators and all points of entry require card key access, all points of entry under video surveillance
- Entry and reception area staffed to ensure authorized entry only
Echopass Multi-Tenant Service Integration Platform
The Echopass Multi-Tenant software architecture is a multilayer distributed architecture in which each layer manages specific tasks in order to ensure maximum performance and security. The architecture comprises both Echopass proprietary software stacks as well as best-in-class applications from our technology partners, including Genesys, Microsoft, Verint, and Autonomy etalk. The architecture has been designed and developed to maintain multi-tenancy across all solution components through the Echopass Multi-Tenant Abstraction Layer. Echopass uses a layered services oriented architecture that is modular in construction and packages Echopass-native and third party functions and applications as interoperable services to ensure scalability and availability.
- The Communication Layer provides for scalable and secure traversal of voice treatment across the public network.
- The Routing and IVR Infrastructure Layer is built on Genesys Customer Interaction Management Platform and Voice Platform.
- The Service Application Layer integrates multi-channel services including email, chat and quality monitoring.
- The Partner Integration Layer couples Echopass hosted services with partner applications including CRM and Work Force Management.
The Echopass Service Integration Platform is our hosting environment foundation that provides for end-to-end administration, provisioning, management, and integration and delivery of our interoperable services portfolio. Core functionality is organized under distinct components and these services are combined and reused in the integration and delivery of applications.
