You can cut your contact center costs and increase customer satisfaction.
Learn how. Read our customer case studies, white papers and commentaries.
TCO SAVINGS ASSESSMENT
Give us the opportunity to run a Total Cost of Ownership Savings Assessment for your contact center.
Some Software as a Service or hosted contact center providers may say they'll enable you to save money. Others may claim to improve operations. Echopass has PROOF that we have saved our customers money and will save your enterprise contact center money and free up your IT resources.
Nobody else can prove it like we can. Echopass has been in business for nearly ten years (since 2000), and we have enabled our customers to save money on a consistent, ongoing basis in their contact centers from the first day they begin using our services.
How do we know? Because we've archived every single contact record for every call, email, chat, and fax for every Echopass customer we have, so that we can provide our customers with the analysis and proof that they are increasing productivity, improving first call resolution, deflecting calls to self service, and more.
Samples of Actual Echopass Customer Proof Points:
- Overall cost savings - for Echopass customers, as much as 30%
- Reduced or redeployed IT staff -for some Echopass customers, as much 80%
- Improved agent efficiency - for many Echopass customers, as much 30%
- Service Level Agreements - for Echopass customers, statistics that we have exceeded our SLA guarantee of 99.9%
- Security audit data and analysis - documented SAS70 certification and compliance
- And... Maintenance fees - for Echopass customers, there are none.
- Redundancy - for Echopass customers comes from our having multiple datacenters - do you have redundancy today?
Let us prove ourselves to you. Give us the opportunity to run a Total Cost of Ownership Savings Assessment for your contact center.
Please provide the information below, and we will contact you to schedule an appointment for a TCO Savings Assessment, or call us directly at 1.888.622.5345.
VIDEOS
Expert Advice on Innovative Industry Leaders Adopting Contact Center Infrastructure as a Service
You can't understate the importance of your contact center. It impacts your efficiency, your bottom line and your reputation. Successful CIOs at organizations know this and as a result, more and more of them are turning to a Contact Center Infrastructure as a Service solution.
Join Drew Kraus, Research Vice President at featured analyst firm, Gartner Inc as he looks at
what's driving companies to select this option for their contact centers, how you can determine the right solution for your company's needs and how you can make sure to select the right provider.
You'll also hear why Overstock.com and Aon Consulting moved to CCIaaS and why this model continues to play a greater role in their success.
WHITE PAPERS
Hosted Contact Center Market Competitive Profile by Frost & Sullivan
This report compares Echopass with some of its competitors in the hosted contact center market, and examines three customer service case studies of Enterprise customers that have deployed hosted contact center solutions.
Maximizing the Savings of Call Center Multi-Sourcing While Protecting
Service Levels
Many companies are moving to multi-sourcing for call center agents, largely in pursuit of the cost savings that can come from flexibly tapping into a variety of labor pools, ease of scalability, and alignment with business growth, call volumes and seasonality-but there are risks, and gains depend on implementation.
Contact Center Hosting: When the Trend Becomes a Preference by Jamison
Consulting
Business continuity planning has contributed to the tipping point for myriad IT, customer service and contact center managers in making the decision to host mission critical applications, rather than stock and support their own. In the case of contact center hosting, several factors have converged to tip hosting as a trend into a preference.
COMMENTARIES
From Melt-Down to Break Out
Who would have thought the meltdown in financial services could fuel the overhaul of the industry's customer service departments? Actually, it's just one of several factors driving companies to put customer service initiatives on the fast track in pursuit of compelling business advantage.
Mastering the Multisource
Find out how companies like American Express Incentive minimize the risks and maximize the rewards of customer service through a multi-sourced call centers.
The Five Steps to Customer Service as a Strategic Weapon
Enterprise organizations often think of customer service as an unavoidable fact of business-but it can become a strategic weapon that fosters growth and competitive advantage. Our 100+ enterprise and government customers reveal some common steps for turning customer service into a critical tool that can be especially valuable during difficult economic periods.
SaaS Solutions Make Customer Service “the Other R&D”
According to the Wall Street Journal, companies spent nearly as much on R&D in Q4 2008 as they did a year earlier because they are wary of emerging from the recession with obsolete products. But they should be just as worried about emerging from the recession without any customers to buy their products.
CASE STUDIES
The Provident Bank Cuts Inbound Call Duration Times 40% Using Echopass
Advanced Call Center Service
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.
AccountNow Raises the Bar on Customer Service with Echopass On-Demand
Services
Account Now relies on its always accessible hosted, multi-site call center and website to provide all facets of customer service. As a result, they've improved agent efficiency by 30 percent while handling hundreds of thousands of calls per week.
