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Hosted ACD Providers Support Cloud-Based Customer Service Demand

By Amanda Ciccatelli, TMCnet Web Editor

In the past five years, companies have accelerated the adoption of the SaaS (News - Alert) platform as a viable option to manage their contact center infrastructure. As customer service organizations replace legacy infrastructures, cloud-based solutions provide flexible alternatives to control costs, simplify management, and reduce deployment cycles. To meet this growing demand, Echopass and Genesys (News - Alert) are committed to bring collaborative customer service SaaS offerings to the marketplace.

SaaS provider of cloud-based contact center solutions to large enterprises Echopass Corporation recently unveiled an initiative to leverage the experience and market position of its technology partner Genesys. The Echopass and Genesys sales and marketing teams have engaged to offer prospects the option to evaluate cloud offerings from Echopass in addition to the traditional on-premise model.

The two companies will align their marketing and sales efforts to provide customers choice while promoting the cloud. Echopass has incorporated technology and solutions from companies like Genesys into the Echopass service delivery platform as part of its partnering model called EchoPlace. Echopass also recently announced its participation in the annual Genesys G-Force user conference as the Platinum sponsor.

“With the success of Echopass cloud services in the marketplace, we see a growing trend toward the SaaS model and we want to embrace and support it aggressively,” said Paul Segre (News - Alert), CEO of Genesys, in a statement. “Their ability to deliver complex contact center solutions from the cloud, our joint successes with marquis, blue chip customers, and their recognition from analysts validates the Echopass SaaS platform and the strength of our partnership.”

The Echopass cloud-based contact center solution leverages Echopass technology and applications from industry leaders including Genesys as a technology provider for contact center routing, self-service, and back-office workflow. The Echopass platform will meet demanding needs across the front, middle and back office, supporting thousands of concurrent users.

Ashwin Iyer, analyst and global program director, Contact Centers, Frost & Sullivan (News - Alert), said, “Echopass has proven over many years that clients can improve their customer experience while reducing costs through a virtual cloud-based contact center.”

Privately-held Echopass is a recipient of numerous industry awards for innovation and customer service, including the Red Herring (News - Alert) Top 100 Companies Award and multiple Best Practices awards from Frost & Sullivan including the North American Market Share Leadership Awards in both Hosted ACD and Hosted Agent Performance Optimization for 2011.