Outbound Call Center Featured Article

Echopass Completes a Successful Decade as Salesforce.com Partner

September 19, 2012

Echopass Corporation recently announced that it has successfully completed 10 years of partnership with salesforce.com. The strategic partnership between both companies has resulted in delivery of advanced integrated solutions for large enterprise customers.

In a statement, Bruce Calhoon, President of SimpliCTI, said that, "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. 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."

A number of large enterprises with highly complex requirements that are supported via cloud technologies depend on Echopass and salesforce.com to ensure seamless integration for their agents through the Echopass cloud-based contact center. Echopass has also included SimpliCTI, existing salesforce.com AppExchange, and EchoPlace partner, to ensure a more robust integration of salesforce.com within newly introduced improvements for contact center integration.

Leveraging EchoPlace, enterprise clients benefit from integration between their existing assets and the Echopass platform. Critical assets seamlessly integrate with new cloud-based services resulting in enhanced customer experience and agent productivity as well as reduction in costs. 

A leading healthcare provider was keen on deploying a seamless solution capable of supporting its outbound marketing campaigns. The company opted for a deeply integrated customer facing contact center solution from Echopass and CRM software from salesforce.com to accomplish its marketing campaign goals. The Echopass salesforce.com integration provided the client with benefits which included automatic creation and writing of salesforce.com contact activity records within each account, improved management, and execution of multiple campaigns simultaneously with comprehensive information for the contact center agent.

Furthermore, agents of the healthcare provider can improve outbound campaigns as they have the option of skipping individual records, initiating contact center preview dialing and or use manual dialing within salesforce.com via the "click-to-dial" options. Agents can also make required changes to historical dispositions thereby ensuring enhanced accuracy post call and campaign completion. The client has reported an enhanced level of operational effectiveness, substantial reduction in labor costs thanks to improved agent performance, and a highly improved customer experience.

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Edited by Rich Steeves

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