Contact Center Solutions Featured Article

Echo's Contact Center Expansion

March 18, 2013

In any industry, the most important aspect is making sure that its customers are satisfied, which is why businesses invest enormous amounts of money to guarantee a flawless customer experience. As businesses have become to rely even more heavily on contact centers, organizations like Echo Managed Services have begun to expand its facilities in order to address the demanding needs of its customers.

Echo, a customer process management service provider for U.K. utilities and public center, recently acquired consumer data provider Callcredit Information Group’s Bristol-based contact center. Callcredit contact center employees have no need to worry as they will all be transferred over to Echo’s payroll.

The Bristol-based contact center is already trained in providing multifunctional contact management to the public sector and blue chip clients, which makes this switch-over even easier for Echo. Its services include the basic elements of business process outsourcing (BPO) and contact management, revenue management and software solutions.

Echo offers an array of software solutions, including customer relationship management (CRM) and business process management (BPM) that can be used hand-in-hand to monitor the customer experience. However, Echo’s leading offering is RapidXtra, a billing and customer care system that serves seven of the U.K.’s largest water companies. It has all the capabilities of a traditional BPM software plus AMR and multitariff capabilities.

This acquisition comes in light of Callcredit’s need to focus on other areas of its data and analysis programs, but as consumers may already know, one person’s trash is another person’s treasure.

“The addition of the Bristol office to the Echo group of companies is an excellent strategic fit for our business as they share our approach to offering clients high quality, value added service, dealing primarily with complex contact management requirements,” said Phil Newland, Echo’s managing director.”They also share our commitment to achieving business growth. Echo continues to achieve strong growth despite challenging economic conditions and the acquisition of the Bristol team complements our growth strategy by allowing us to look beyond our traditional sectors and further strengthen our complex contact management offering to existing clients.”

By transferring the same quality productivity levels and work ethic under its wings, Echo will be able to further its clientele with its latest expansion into the Bristol area.

For more information about Echo, click here.




Edited by Rachel Ramsey

Article comments powered by Disqus

Related Contact Center Solutions Articles

Contact Center Solutions Week in Review: Dell, Opower, TeleTech Address Customer Experience

The week in contact center solutions saw the introduction by Opower of a new solution to the marketplace, the partnership of Dell and Medallia, the announcement of a new TeleTech call center in the lone star state, and the awarding of accolades to Ambs Call Center. [ Read More ]
10/18/2014

Opower's Customer Engagement Platform Gets a Makeover with New Analytic Tools

Enterprises all over the world, across many industries and sectors, have woken up to the importance of delivering sound customer service. The utility sector is no exception. In fact, at a time when the earth's fossil fuel reserves are fast diminishing, the gas, water and electric utility companies are striving to take the customer relationship to a far deeper level, so that they may find themselves in a better position to influence their customers to adopt more sustainable lifestyles and minimiz… [ Read More ]
10/15/2014

Ambs Call Center Presented with 2014 CAM-X Award of Excellence

For the fifth consecutive year, Ambs Call Center is said to have received the exclusive 2014 CAM-X Award of Excellence and also has been rated as the one of the top 10 answering services in terms of quality in North America. [ Read More ]
10/13/2014

Dell Announces Medallia as Open Networking Customer

Medallia, a global leader in Software-as-a-Service Customer Experience Management solutions, recently opted for Dell's Open Networking solutions [ Read More ]
10/13/2014
Subscribe here for your FREE Contact
Center Solutions
enewslettter.

Events

Weekly Live Demo
Contact Center Solutions

Register Today!


Weekly Live Demo
CaaS Small Center

Register Today!