GARTNER SYMPOSIUM/ITXPO — Echopass Corporation today announced the availability of Echopass EchoCallBack at the Gartner Symposium/IT Expo being held October 16 - 20 in Orlando, Florida. EchoCallBack is the latest application from the Echopass EchoSystem suite of cloud-based contact center solutions for large enterprises that focus on enhancing the customer experience. Echopass is exhibiting EchoCallBack along with other applications during the Gartner Symposium/ITxpo conference in booth number 407.
The patent pending Echopass EchoCallback solution puts the caller in greater control of deciding and managing when and how they prefer to be contacted, instead of being forced to wait on hold for the next available representative. Clients using Echopass EchoCallback have significantly improved responsiveness to their customers while simultaneously gaining competitive differentiation in today’s demanding market by delivering a more enhanced customer experience.
In addition to the customer benefits, enterprise contact centers also enhance internal efficiencies through the EchoCallback application. Organizations that deploy EchoCallback dramatically increase operational effectiveness and drive down operating costs through optimizing agent resources during peak hours, increasing agent morale and reducing telecommunications costs.
CUSTOMER CHOICE – BETTER FOR END USERS AND THE CONTACT CENTER
Echopass EchoCallBack provides callers the choice of waiting on hold for an available customer service representative or requesting a call back - based upon the customer’s own availability and schedule - helping personalize the overall customer engagement. Extended hold time can now be spent more productively and driven by the customer’s choice. This new paradigm on handling hold time allows enterprise customer service organizations to demonstrate greater respect for their customers’ time and improve the overall customer experience.
FOCUS ON THE CUSTOMER EXPERIENCE
“Today it’s all about the customer experience, and lengthy hold times lead to frustrated customers and the potential for lost revenue,” said David Tso, Senior Vice President of Corporate Strategy and Product Management at Echopass. “With EchoCallBack, our clients can give their customers the option to carry on with their daily activities while maintaining their spot in the queue for a better overall experience for the customer and a more efficient operation within the contact center.”
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 visit cloud-based contact centers or call 1-888-622-5345.
Gartner, Inc. (Gartner.com) is the world’s leading information technology research and advisory company. We deliver the technology-related insight necessary for our clients to make the right decisions, every day. From CIOs and senior IT leaders in corporations and government agencies, to business leaders in high-tech and telecom enterprises and professional services firms, to technology investors, we are the valuable partner to 60,000 clients in 10,800 distinct organizations. Through the resources of Gartner Research, Gartner Executive Programs, Gartner Consulting and Gartner Events, we work with every client to research, analyze and interpret the business of IT within the context of their individual role. Founded in 1979, Gartner is headquartered in Stamford, Connecticut, U.S.A., and has 4,300 associates, including 1,200 research analysts and consultants, and clients in 80 countries.
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