Mountain View, Calif. - September 26, 2008 - In recognition of the company’s efforts to make customer care/customer satisfaction an integral part of its value proposition, Frost & Sullivan, a Growth Partnership Company, is pleased to present Echopass Corporation with the 2008 North American Customer Service Leadership Award.
Echopass provides on-demand hosted call and contact center solutions as a service to distributed enterprise customers and government agencies. Each integrated, end-to-end "EchoSystemTM" delivered through its Service Integration Platform is designed, and customers can choose from a complete set of call and contact center solutions.
"The foundation for Echopass’ stellar customer service and integration capability begins with the company’s customer-centric philosophy," explains Frost & Sullivan Research Analyst Ashwin Iyer. "The company’s services are ‘on-demand,’ or easily and quickly scalable up or down, right-sized, and flexible to customer requirements. They are also ‘always-on,’ with a platform, support, and total focus on the customer."
Echopass owns, manages and operates its own hosting facilities, comprised of a communications hub and a network operations center (NOC). "This is an important differentiator for Echopass, since its clients often have stringent data privacy and network security requirements," continues Echopass CEO Vincent Deschamps. "This represents Echopass’ unparalleled commitment to customer satisfaction."
A typical customer deployment could feature a full suite of contact center applications, including inbound call routing, IVR, outbound contact, multimedia contact (voice, email fax and chat), workforce management, quality monitoring, reporting and analytics, CRM integration, and other customer-specific integrations.
"Echopass continues to prove its ability to accelerate ‘time-to-value’ for its hosted and largely customized enterprise engagements," offers Deschamps. "As such, a number of client benefits accrue, including on-time and on-budget installations and deployments."
The Frost & Sullivan Award for Customer Service Leadership is given to the company that has demonstrated excellence in customer service leadership within the industry. The recipient company has shown tremendous responsiveness to customer needs and has continually focused on long- and short-term customer profitability goals. In addition, the recipient company has demonstrated flexibility in tailoring its product offerings to suit customer businesses.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
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