Architecture
Echopass has dramatically simplified deployment of multi-channel IP contact centers by hosting the entire hardware, software, and networking infrastructure. Customers need only to provide agents with a PC on a LAN or a DSL connection for work-at-home agents.
How Echopass On-Demand Services Work
- Your toll-free numbers, web links, and email addresses are pointed to Echopass.
- When your customers contact you, all contacts are queued and routed through Echopass.
- Contacts are delivered to your agents, regardless of location, via the data network based on your routing rules. Voice calls are delivered via VoIP.
- Your agents have an IP phone (provided by Echopass) and a softphone for all contact handling.
- Your administrators, managers, and supervisors have PC access to all the tools they need to manage, monitor, and generate reports on your call and contact center performance.
- Outbound call and contact center dialing can be initiated manually by your agents or in automated mode from dialing lists resident in the Echopass dialer.
- Echopass can integrate contact processing with your back-end systems (such as CRM and ERP) through our open API.
Provisioning is a simple process that typically takes between two and eight weeks, depending on the number of customer locations and scope of services. Provisioning consists of:
- Installing and configuring the local network router and IP phones
- Setting up and configuring your initial call and contact center environment
- Ordering and provisioning data T1 (or fractional T1) for voice services
- Redirecting existing toll-free numbers to Echopass
- Customer training to enable self-administration
