Solutions

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

Services

Echopass makes it easy for you to implement and manage complex, powerful contact center solutions. We work with you to identify and deliver exactly the capabilities you need for your business, with built-in flexibility to grow with you as your needs change. Our typical enterprise customer is fully operational in a less than 60 days.

Our experienced team of Echopass IT and telephony professionals become an extension of your team and totally committed to your ongoing success. Echopass experts will provide everything you need from professional services and consulting on contact center requirements to complete implementation and integration services.

Implementation Services

We begin every engagement with a detailed discovery and planning process to ensure quality and customer satisfaction. We complete every engagement with a customer feedback loop to fine-tune our engagement methodology and solution delivery process.

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 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

Training can take place at the customer facility or remotely via the Internet. We train the customer trainer for initial services-related training, who then provides approximately two hours of classroom training for agents. Training is available for new product releases with major new functionality and/or significant changes to the user interface.

Professional Services

Our Professional Services organization helps customers optimize and customize their contact center environments. We work with customers to assess the scope of the requirements and, with our internal engineering organization, we design your most appropriate solution. Professional Services acts as the liaison between customers and Echopass engineering during the entire engagement.

We provide these Professional Services directly to our customers:

  • Project management
  • CRM integration
  • Database integration for data-directed contact routing and IVR
  • Development of custom reports
  • Third-party systems integration

We also provide these Professional Services to meet the specialized needs of our outsourcers:

  • Best practices in contact center technology utilization
  • Project management for setting up subaccounts
  • Sophisticated routing strategies
  • Custom reporting requirements
  • Sales support

Integration Services

Echopass provides a full suite of integration plug-ins and custom integrations through our Professional Services team. Through the Echopass platform, we integrate with:

  • Network service providers including Sprint, Verizon, ATT and XO Communications
  • CRM software from providers including Microsoft, RightNow Technologies and salesforce.com
  • Workforce Management systems from vendors including TCS, IEX, Monet and Genesys
  • Custom: In addition to our pre-existing integrations, Echopass Professional Services can design and develop integrations for various other enterprise systems or 3rd party vendor solutions

Customer Support—24 x 7

Echopass support approach is based on the idea of us being and extension of our customers' IT team, a strong long term partnership and on-going measurement and reporting on the effectiveness of our solution and services for each customer. This is reviewed regularly with customers through regularly scheduled business reviews and report cards.

Our helpdesk technicians are available around the clock, 24 hours, seven days a week, by phone, email, fax, web chat, or web-initiated callback. In addition to live support Echopass also provides each customer with access to the Echopass Support Portal, which provides self service support including ticket tracking and FAQs.

The Echopass service and support model has been recognized for its excellence by Frost & Sullivan, who awarded Echopass their 2008 North American Customer Service Leadership Award. To view the award, please click here. Frost & Sullivan gives the award "to the company that has demonstrated excellence in customer service leadership within the industry. The recipient company has shown tremendous responsiveness to customer needs and has continually focused on long- and short-term customer profitability goals. In addition, the recipient company has demonstrated flexibility in tailoring its product offerings to suit customer businesses."

Maintenance Services

As an application and service integration provider, Echopass provides ongoing maintenance and software upgrades across a large set of systems and applications. Our entire installed base shares the same technical infrastructure and is always current with our latest tested release. Echopass customers pay only their subscription fees for their contact center solutions. There are no additional upgrade or maintenance charges for hardware and software.

Because our solutions are delivered through the Software as a Service model, we take ownership and responsibility for maintenance, upgrades of software applications through our network administrator and engineers, removing the complexity and headache of day-to-day contact center operations from our customers. Hardware maintenance for the network router and IP phones installed on the customer premise is performed remotely. Communication about a new maintenance release or new product features is ongoing and proactive.