Genesys, a leading provider of customer engagement and contact center solutions, today announced that it has reached a definitive agreement to acquire Echopass Corporation (echopass.com) based in Pleasanton, CA. The acquisition will add to the 1,250 existing Genesys cloud customers establishing Genesys as the clear market leader in cloud-based contact centers.
Echopass brings over a decade of expertise delivering the Genesys platform in the cloud. Earlier this year, Genesys launched a new, comprehensive portfolio of cloud solutions for contact centers and customer engagement. Genesys cloud solutions for small and mid-sized organizations are designed for simplicity and rapid deployment, while contact center solutions for Enterprises are highly scalable and customized.
Addressing the Cloud Contact Center Imperative for Enterprises
This acquisition directly addresses the needs of Enterprises who are experiencing both dynamic changes and tremendous customer engagement opportunities. Today, customer experience has never been more strategic to a company’s differentiation as consumers select companies to do business with based on their reputation for customer service. Enterprises are adopting cloud contact center solutions to bring rapid innovation and flexibility to customer interaction channels, especially as consumers’ engagement preferences evolve, and to gain greater efficiencies from internal teams that support the customer experience. They also want the choice between shifting entirely to the cloud or extending their on-premises system while maintaining a full suite of enterprise-class solutions and security.
Leading industry analyst firm Frost & Sullivan cites the move to cloud by Enterprises as being driven by the need to reduce call center total cost of ownership, deploy systems rapidly, increase flexibility and scalability, and reduce upfront capital investments in favor of a usage based cloud approach. These ongoing ‘high’ market drivers will fuel the growth of the cloud-based contact center market in North America for the next four years.
Offering Gives Enterprises Choice: Cloud-Only or Hybrid Approaches
The Echopass platform, which has incorporated Genesys software since 2000, brings unprecedented scale to the Genesys platform cloud offering for large Enterprises, including State and Federal Governments supporting thousands of agent positions. The solution provides flexible deployment scenarios, including a cloud-only model ideally suited for the mid-market, and a hybrid-cloud model which blends on-premise and cloud-based solutions. The hybrid model provides the flexibility to integrate with existing on premise multi-vendor application environments, allowing customers to migrate to the cloud based on their unique business requirements.
“Working with Genesys, Echopass pioneered this flexible deployment model with companies who understand that customer engagement is the most critical aspect of their business,” said Paul Segre, CEO of Genesys. “Genesys is now unmatched in its ability to deliver cloud-based contact center solutions to Enterprises of all sizes.”
Echopass clients are among the largest cloud contact center deployments in the world with complex client environments that are deploying greater than 8,000 agents across multiple contact center locations, all served from a common platform with a virtualized and seamless solution. The broad range of applications offered by Echopass includes support for multiple customer engagement channels including voice, chat, email, fax, SMS, and mobile, as well agent performance optimization capabilities and extensive customer experience enhancement solutions.
“Echopass has a proven record of providing end-to-end services for very large Enterprise customers who demand a reliable and secure platform. The future is about choice and flexibility to enable our combined client base, whether they want it on-premise or in the cloud, to meet the ever-changing demands of their customers,” said Vin Deschamps, CEO of Echopass.
The transaction is expected to close in the fourth quarter of 2013.
Genesys (genesyslab.com) is a leading provider of customer engagement and contact center solutions. With more than 3,500 customers in 80 countries, Genesys orchestrates more than 100 million customer interactions every day across the contact center and back office, helping companies deliver fast and optimal levels of customer service with a highly personalized cross-channel customer experience. Genesys also prioritizes the flow of work to back office personnel resulting from any customer interaction, internal workflow or business application, optimizing the performance and satisfaction of customer-facing employees across the enterprise.
Echopass (echopass.com) is the leading 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.
Michael Lindenberger, Reidy Communications
E: michael[.]reidycommunications.com - P: 415-531-1449