Echopass Corporation, the 2011 and 2012 market share leader in cloud-based contact centers, announced today at Dreamforce the tenth year anniversary of partnership with salesforce.com delivering uniquely integrated solutions exclusively for large enterprise customers. Among its client base, Echopass has thousands of large enterprise contact center agents in multiple industries using the integrated salesforce.com solution.
Dreamforce is the annual event for salesforce.com users and developers, being held this year from September 18 – 21 at Moscone Center in San Francisco.
Longstanding Echopass and salesforce.com partnership
Echopass has been engaged for 10 years in the integration of its cloud-based contact services with salesforce.com and serving numerous joint enterprise clients. “On June 3rd, 2003 when salesforce.com announced SForce, Echopass was one of the 25 founding partner members to embrace the SForce client service application utility which was later rebranded as AppExchange by salesforce.com. Salesforce.com’s commitment to an open platform was visionary from their inception, and has provided immense benefits to their customers and their developers over the last ten years,” said Echopass Chairman and CEO Vincent Deschamps.
Cloud adoption in the large Enterprise market is accelerating
Broad adoption of cloud-based applications from salesforce.com and Echopass has continued to gain momentum as internal IT departments have overcome earlier resistance to relinquish premises-based control of two critical applications that are at the heart of serving customers – CRM and the contact center. Large enterprises with highly complex requirements adopting cloud technologies have looked to Echopass and salesforce.com to provide a seamless integration for their agents using the Echopass cloud-based contact center. As a result, the integration of services between Echopass and saleforce.com has continued to evolve and mature to meet customer demand.
To provide an even deeper and broader level of salesforce.com integration and support in their most recent phase of enhancements for contact center integration, Echopass chose to leverage the capabilities from SimpliCTI, an existing salesforce.com AppExchange and EchoPlace™ partner. “The combination of Echopass’ market leading cloud-based services, the breadth of salesforce.com applications, and SimpliCTI’s robust integration solution now brings a new level of enhanced customer experience and agent performance improvements previously unavailable to the large enterprise contact center market,” said Bruce Calhoon, President of SimpliCTI. “We’re pleased to work with these two cloud-based market leaders and continue to expand the offering of packaged deep solutions to solve today’s customer interaction needs.”
Through EchoPlace, enterprise clients can adopt an evolutionary path that allows for the integration of existing assets with the Echopass platform. These critical assets can be integrated with new cloud-based services to offer a differentiated customer experience, greater agent productivity and lower costs, with the confidence of comprehensive Echopass support and solution validation.
Improving the customer experience while containing costs in today’s demanding marketplace
Creating a seamless solution to accomplish their outbound marketing campaigns was a critical factor for a rapidly growing national healthcare provider with a very large agent population. Using a deeply integrated solution of the customer facing contact center from Echopass and CRM software from salesforce.com, this client’s outbound marketing campaigns are now executed quickly, efficiently and with maximum agent utilization.
The Echopass salesforce.com integration provides for the automatic creation and writing of salesforce.com contact activity records for each account, as well as the ability to manage and execute multiple simultaneous campaigns with full information such as “screen-pops” provided for the contact center agent. In addition, agents now have maximum flexibility to improve outbound campaign effectiveness with the ability to skip individual records, activate contact center preview dialing or access manual dialing within salesforce.com through “click-to-dial” capabilities, and to edit historical dispositions for improved accuracy after call and campaign completion.
Managing extensive and multiple simultaneous marketing campaigns are key to the business effectiveness of this provider in today’s highly demanding and competitive healthcare industry, as well as other vertical industries. Tightly linking the cloud-based contact center with the salesforce.com cloud-based CRM solution has enabled full back-end campaign flexibility with front-end contact center administrative control and visibility. The results include improved operational effectiveness, reduced labor costs from improved agent performance, and delivering an enhanced customer experience – which were all critical to maintaining this provider’s preeminent market position.
About Echopass Corporation
Echopass (echopass.com) is the #1 Software as a Service (SaaS) provider of cloud-based contact center solutions to large Enterprises. Since 2000, Echopass customized solutions have served Enterprises with up to 20,000 agents across multiple sites and complex application and infrastructure environments, while satisfying the most stringent industry compliance and security requirements. Echopass solutions are fully integrated, flexible and scalable, and require no capital investment or ongoing maintenance. Privately-held Echopass, backed by venture capital firms Canaan Partners and New Enterprise Associates, is a recipient of numerous industry awards for innovation and customer service, including the Red Herring Top 100 Companies Award and multiple Best Practices awards from Frost & Sullivan. The company is headquartered in Pleasanton, CA. For additional information, please call 1-888-622-5345.
SimpliCTI Software Solutions (simplicti.com) is a systems integrator and software developer focused on customer interaction systems. SimpliCTI’s core competency is making complex inbound and outbound contact center systems work. SimpliCTI offers consulting services, integration services, and products that enable contact centers to deliver and manage interactions with customers over the phone (agent assisted service and IVR self-service), email, fax, the web (chat and web self-service), SMS and social media. SimpliCTI offers services and products for all phases of the contact center solution lifecycle including assessment, planning, design, implementation, operations, and optimization.
Founded in 1999, salesforce.com is the enterprise cloud computing leader. Using salesforce.com’s social and mobile cloud technologies, companies can connect with customers, partners and employees in entirely new ways. Based on salesforce.com's real-time, multitenant architecture, the company's platform and apps give customers the tools to create a social front office and revolutionize the way they sell, service, market, collaborate, work, and innovate.
• Grow your business with the world’s #1 sales app, Salesforce Sales Cloud.
• Deliver amazing customer service with the award-winning Salesforce Service Cloud.
• Listen, engage, advertise, and measure social media marketing with the Salesforce Marketing Cloud.
• Achieve breakthrough collaboration and productivity with Salesforce Chatter.
• Align, motivate and drive performance with Salesforce Work.com.
• Build social and mobile cloud apps on the Salesforce Platform and extend success with the world’s leading enterprise app marketplace, the AppExchange.
Echopass, EchoPlace, and Echopass products are registered trademarks of Echopass Corporation. All other trademarks and service marks are the property of their respective owners.