Echopass Recognized by Frost & Sullivan as the Market Leader of Hosted ACD and Hosted APO in the Highly Competitive North American Cloud-Based Contact Center Solutions Market
6 Sep, 2011
The Company's Competitive Strategies and Customer Value Initiatives Make Echopass the Hosted Solution Provider of Choice for Enterprises
Based on its recent analysis of the hosted automatic call distributor (ACD) and hosted agent performance optimization (APO) markets, Frost & Sullivan has recognized Echopass Corporation (Echopass) with the 2011 North American Frost & Sullivan Award for Market Share Leadership.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in capturing the highest market share within its industry. The award recognizes the company's leadership position within the industry in terms of revenues or units, as specified.
For establishing itself as a market leader through demonstrated robustness in delivering cloud-based solutions at par with enterprise-class premise systems and applications, but with a utility-based hosted, cloud delivery, and pricing model, Echopass is the recipient of the 2011 Frost & Sullivan Market Share Leadership Award for hosted ACD and hosted APO markets.
ROBUST CLOUD-BASED ENTERPRISE SOLUTIONS
"As the market leader in both ACD and APO markets, Echopass demonstrates the robustness of its hosted contact center solutions for large enterprises," said Frost & Sullivan Research Director Ashwin Iyer. "The company's decade plus track record of success in some of North America's largest and most sophisticated contact centers stands out in the market. Its key enterprise clients include American Express, GlaxoSmithKline, Aon, Overstock.com and The Hartford Insurance Group."
Echopass offers cloud-based contact center services from its three North America-based data centers that are fully integrated and backed by service level agreements (SLAs). These data centers have multiple carrier access, industry-leading security, redundancy and reliability as key deliverables to the company's clients. Main industry verticals for Echopass include health care, financial services, insurance, hospitality, consumer goods, transportation, government and retail.
"Customers are increasingly looking to knit together the spread of applications they use in their contact centers," said Iyer. "Echopass has combined its own applications with those of its partners and integrated them in a way that makes it easy for clients to deploy, run and maintain complex hybrid environments."
These applications sit on top of Echopass' underlying Symmetry platform, which has Genesys as its core call routing and CTI combined with other best-of-breed partner components such as Verint, Microsoft, Nuance and IBM. Echopass integrates these and other leading technologies and applications into its services, and then delivers the end-to-end complete solution through the cloud model. Echopass sells directly and through partners. Its go-to-market partners include Voxify, Maximus, CSC, Voice Curve, Medicall, ATS, Verizon, Sprint, XO, Level 3, RightNow, and Salesforce.com.
CONTINUOUS FOCUS, INNOVATION AND EXECUTION
"Echopass has earned its reputation on its ability to deliver a very high level of secure service on a continuing basis, in order to win over the important buyers in and outside the contact center -- business leaders and IT professionals who need assurance that critical contact center applications can reliably be delivered from the cloud," said Iyer. "In order to do that, Echopass' SLAs guarantee the entire end-to-end platform availability, 24x7 customer support, performance, and reliability, including partner components and carrier services provided by Echopass with 99.95 percent SLA commitments."
Overall, Echopass has demonstrated a continuous focus and execution of its vision to provide unmatched depth and breadth of functionality, integration and system performance. Echopass' emphasis on reliability and enterprise-class performance has made it the hosted solution provider of choice for existing clients as well as new large enterprise prospects currently served by on premise contact center solutions that are making the move towards hosted, cloud services.
Frost & Sullivan's 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.
Echopass 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 visit cloud-based contact centers at www.echopass.com or call 1-888-622-5345.
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