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Two Hosted Call Center Companies Join Echopass' EchoPlace Partner Network

By Rajani Baburajan, TMCnet Contributor

Echopass Corporation, a provider of hosted call center solutions, has just announced the addition of two new partners -- Empirix (News - Alert) and SimpliCTI -- to the company’s EchoPlace partner network. The announcement was made at the recently held SpeechTEK 2012.

EchoPlace allows the integration of existing assets with the cloud contact center platform to offer a differentiated customer experience, greater agent productivity and lower costs, with the confidence of comprehensive Echopass support and solution validation, according to company officials.

EchoPlace, the company says, is the largest cloud-based technology partner network focused on the contact center industry. The partner program addresses the needs of Echopass clients while also promoting the growth of the enterprise market for cloud-based contact center solutions.

Empirix and SimpliCTI join the league of over 30 other certified EchoPlace partners in the program.

Echopass has enhanced its service monitoring tools with the addition of Empirix solutions. As the first implementation, EchoPlace has integrated Empirix Onsight in its cloud-based contact center. The solution provides centralized performance monitoring for multichannel contact centers operations including voice response, queuing, and routing to customer service representatives.

“With Empirix OneSight provided through Echopass, clients can ensure peak level performance and predict the smartest actions to take in order to improve business processes, troubleshoot issues and delight customers,” according to company officials.

The solution measures voice, video and data quality in a single solution and combines both passive and active monitoring techniques to proactively detect network and system issues before they may impact customer interactions and service. They can also predict the communications experience of end users.

Empirix solutions also enable improved business performance by predicting the end user's communications experience, from end-to-end.  

As the new partner in the EchoPlace partners program, SimpliCTI, a Salesforce AppExchange partner, will deepen CRM integration and optimize agent performance, the company said.

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