Echopass Corporation announced today at SpeechTEK 2012, that it has added two new partners to the company’s EchoPlace partner network, Empirix and SimpliCTI. The new partners join over 30 other certified EchoPlace partners in the program, reflecting the breadth of Echopass in serving the demanding requirements of its client base and the robust growth of the enterprise market for cloud-based contact center solutions. EchoPlace is the largest cloud-based technology partner network focused on the contact center industry.
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.
SpeechTEK 2012 is being held August 13 – 15 at the New York Marriot Marquis in New York City.
Empirix Solutions Enrich End-to-End System Performance
Echopass continues to enhance service monitoring tools for its clients with the addition of an extensive set of world-class solutions from Empirix. The first implementation within the Echopass cloud-based contact center, Empirix OneSight, provides comprehensive, centralized performance monitoring for multichannel contact centers operations including voice response, queuing, and routing to customer service representatives. Empirix OneSight measures voice, video and data quality in a single solution and combines both passive and active monitoring techniques to proactively detect network and system issues before they may impact customer interactions and service. Empirix solutions enable improved business performance by predicting the end user’s communications experience, from end-to-end. With Empirix OneSight provided through Echopass, clients can ensure peak level performance and predict the smartest actions to take in order to improve business processes, troubleshoot issues and delight customers.
“We are excited to join the EchoPlace Partner Network and to offer Empirix solutions to their demanding clients in the cloud,” said Tim Moynihan, Vice President, Marketing of Empirix. “Echopass has a well deserved reputation for providing the highest end-to-end service levels in the industry. Empirix solutions will enable Echopass clients to further enhance performance and meet demanding customer experience requirements.”
SimpliCTI Deepens CRM Integration
Echopass clients continue to seek optimization of agent performance by enabling seamless integration of enterprise systems that support customer interactions. SimpliCTI helps enterprise contact centers achieve success by providing a deeper level of integration with Customer Relationship Management (CRM) software. SimpliCTI has developed and built an enhanced and unique CRM Cloud Connector that Echopass is providing with integration to salesforce.com. While Echopass and salesforce.com are long-standing technology partners, the new SimpliCTI Cloud Connector enables a much broader and richer set of tools and deeper integration to the salesforce.com environment.
SimpliCTI is a Salesforce AppExchange partner, providing CTI platform connectors delivering pre-established bi-directional and real-time integration. With the SimpliCTI Cloud Connector, agents can seamlessly share information pertinent to voice calls between systems while fully leveraging the capabilities of both the Echopass EchoContact agent desktop application and salesforce.com systems. For example, the automatic screen pop of customer data delivered to the agent allows each contact center agent to automatically access a customer’s detailed information in the salesforce.com database and assist with providing real-time, personalized and focused service based on the information.
“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.”
Continuing Growth of EchoPlace
“We are very pleased to welcome both Empirix and SimpliCTI to the EchoPlace partner network,” said Echopass Chief Sales and Partner Officer Karl Holzthum. “Both of these new partners enable Echopass to extend our award-winning market differentiation and innovation through integrations that our enterprise clients expect and require.”
EchoPlace partners are certified by Echopass, with applications proven in both test and live environments. Collectively, Echopass and the EchoPlace partners have a consolidated research and development team of over 1,000 individuals dedicated to providing leading edge solutions to meet today’s business challenges.
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 1-888-622-5345.
Empirix (empirix.com) is the recognized leader in end-to-end network performance visibility with the unique ability to analyze customer behaviors by application in real-time. We help service providers, mobile operators, contact centers and businesses master complexities and optimize business processes to reduce operational costs, maximize customer retention and grow top-line revenue. Through testing, monitoring, analytics and intelligence, Empirix helps companies around the world realize the full value of their technology investments.
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.
Echopass and Echopass products are registered trademarks of Echopass Corporation. All other trademarks and service marks are the property of their respective owners.