Contact Center Solutions Featured Article

Echopass and Genesys Promote Benefits of Cloud-Based Contact Center

April 04, 2012

Software-as-a-Service (SaaS) provider Echopass Corporation has teamed up with its long-time technology partner Genesys to coordinate their marketing initiatives and promote the benefits of cloud-based contact center services.

Company officials said the Echopass and Genesys sales and marketing teams will collaborate to offer potential customers the option of evaluating cloud offerings from Echopass in addition to the traditional on-premise model.

Over the past several years, organizations have accelerated the adoption of the SaaS platform to manage their contact center and customer service infrastructures.

“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, CEO of Genesys. “Their ability to deliver complex contact center solutions from the cloud, our joint successes with marquis, blue chip customers, and their recognition from analysts validate the Echopass SaaS platform and the strength of our partnership.”

Echopass will collaborate with Genesys to promote its joint service delivery platform as part of its partnering model called EchoPlace. As customer service organizations replace legacy infrastructures or new upstarts build their own from scratch, cloud-based services provide benefits such as controlled costs, simplified management, and reduction of deployment cycles.

“Echopass and Genesys have been partners for 12 very successful years. The Genesys market position and their industry leading software have been a key part of the Echopass strategy, offerings, and success,” said Vin Deschamps, CEO of Echopass.

The Echopass cloud-based contact center service utilizes technology and applications from companies including Genesys for contact center routing, self-service and back-office workflow. Echopass has offered its cloud-based SaaS model since 2000.

Frost & Sullivan recently named Echopass the 2011 North America market share leader for cloud-based contact center solutions for North America.

“Having Genesys and Echopass aligned and jointly offering customers a cloud alternative will further accelerate the mid-market transition from on-premise to the cloud, as well as provide very viable alternatives for larger companies,” said Ashwin Iyer, an analyst with Frost & Sullivan. “Echopass has proven over many years that clients can improve their customer experience while reducing costs through a virtual cloud-based contact center.”

Edited by Jennifer Russell