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Case Studies and Videos:
Case Studies
One way to appreciate and understand the Echopass value is through learning about actual customer experiences. Each customer profiled in the case studies below had unique business problems and unique organizational and technical environments, yet shared a vision of how their business could improve with Echopass On-Demand, Always-On, Guaranteed, End-to-end solutions.
- American Express Incentive Services Case Study View info »
American Express Incentive Services (AEIS) is a market leader of business to business prepaid products that offer reward solutions for corporate incentive and consumer promotions programs. With significant growth projected in both cardholders and call volumes, AEIS realized their current contact center infrastructure should be expanded to maintain a high quality customer service experience. The solution would have to adapt to seasonal agent increases, with flexibility to manage 4 different contact centers in 2 different continents. AEIS chose Echopass, and is now achieving their internal SLA goals, while maximizing their ROI.
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- Dell Case Study View info »
Dell is the market leader in on-demand desktop management services, offered through a Software as a Service (SaaS) model. The company needed to expand its call center capacity to meet growing business demand and improve call center redundancy and service availability. This case study tells how Echopass enabled Dell to maintain 24 x 7 customer service, consistently achieve its 60-second call answer SLA goals in the 95+ percentile range, and add a second call center site - while saving over $750,000 in infrastructure costs.
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- SecureAlert Case Study View info »
SecureAlert realized they needed a solution that would enable it to rapidly and economically scale up the number of personal assistant operators at its Utah monitoring center to meet the anticipated growth in TrackerPAL customers. The ideal solution would be easy to manage, and provide the future flexibility to support multiple monitoring centers as if they were a single center. The chosen solution would also need to integrate with a complex set of technologies such as GPS, cellular, proprietary applications built by SecureAlert, and other databases. Plus, the service would have to be highly reliable. SecureAlert's choice was Echopass.
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- Kodak Case Study View info »
Kodak EasyShare Gallery needed to satisfy its increasingly complex customer care requirements and seasonal business fluctuation, accomplished by implementing a combination of always-on call center services and voice self-service solutions. This Echopass case study highlights the benefits Kodak has realized by utilizing Echopass' flexible, hosted call center solution, its end-to-end integration with RightNow Technologies, and why the Kodak's newly improved support platform benefits both customers and agents.
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- Provident Case Study View info »
The Provident Bank of New Jersey slashed the average duration of its customer support calls by 40 percent using on-demand call center services from Echopass. This case study discusses Provident's customer care issues, how Echopass' skills-based call routing capabilities allow the bank to handle 80 percent of support calls within the first 20 seconds and how Provident has dramatically improved customer care with fewer headcount.
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- MediCall Case Study View info »
MediCall addresses one of the great challenges facing the health care industry—the critical shortage of nurses. By facilitating routine communication between patients and nursing resources and providing nursing resources in a cost-effective outsourced model, MediCall is alleviating this strain. This case study shows how Echopass enabled this innovative solution, and the results MediCall has achieved.
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- Ulta Salon, Cosmetic, and Fragrance, Inc. Case Study View info »
The Ulta cosmetics retail chain's explosive growth strained its ability to support both stores and customers. This case study describes how the Echopass on-demand solution enabled Ulta to centralize customer support, improve both the agent and customer experience through Echopass' integration with RightNow Technologies CRM, and how Echopass supports Ulta's continuing growth.
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- Outrigger and OHANA Resorts and Hotels Case Study View info »
Outrigger is the largest locally-owned hospitality chain in Hawaii. After fifteen years with their existing ACD hardware vendor, Outrigger replaced their hardware with Echopass On Demand call center technology. This case study shows how Echopass streamlined and integrated Outrigger's multimedia interaction processing, enabled work-at-home agents, and dramatically lowered Outriggers operations costs with fewer agents.
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- Coverall of Mid-State California Case Study View info »
Coverall, a leading commercial cleaning service, faced the challenged of increasing inside sales productivity without adding staff. This case study describes how Echopass enabled Coverall to double sales agent productivity by automating outbound calling processes, providing new management reports, and integrating the Echopass solution with salesforce.com CRM.
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- Infinite Mind Case Study View info »
Infinite Mind markets educational software to consumers through TV infomercials, radio ads, and internet marketing. As the company grew, they lacked systems to effectively follow up the new leads that were being generated. This case study tells how the Echopass EchoSystem helped Infinite Mind to process and track their leads, improve organizational efficiencies, and increase sales revenue per agent by 100%—all without any capital expense.
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Videos
- Outrigger Customer Video View info »
This informative video is is about Outrigger Hotel's use of Echopass and the benefits of replacing their inflexible Aspect hardware with an On-Demand Echopass Call Center solution. Bill Peters, VP of Reservation Services for Outrigger Resorts and Hotels, discusses the increased results his company has seen since using Echopass and the EchoSystem Service Integration Platform with Genesys and Microsoft as key technology partners, and why Outrigger replaced a premise-based system with Echopass' sophisticated yet affordable hosted contact center services.
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- Coverall Customer Video View info »
Coverall, a leading commercial cleaning service, faced the challenged of increasing inside sales productivity without adding staff. In this video, Mark Melton of Coverall describes the business benefits Coverall has realized by implementing Echopass.
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- MediCall Customer Video View info »
MediCall addresses one of the great challenges facing the health care industry—the critical shortage of nurses. By facilitating routine communication between patients and nursing resources and providing nursing resources in a cost-effective outsourced model, MediCall is alleviating this strain. In this video, John Chess, MediCall CEO, explains how Echopass helps Medicall achieve their goals.
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- SonicWALL Customer Video View info »
SonicWall provides network security solutions to international customers. They were challenged by rapid growth and the need to maintain high levels of customer satisfaction, all while keeping support costs under control. Echopass enabled SonicWall to overcome these challenges. Michael Anderson, Customer Service Vice President tells their story in this video.
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- Echopass Hosting Center Virtual Tour View info »
Unlike other hosted call and contact center service providers, Echopass owns and manages its entire integrated EchoSystem platform through its own hosting center, comprised of a communications center and a network operations center (NOC). Take a few minutes to take a virtual tour of the Echopass Hosting Center.
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