Call Recording Featured Article

Echopass Fortified with Packaged Deep Solutions from New Partners

August 17, 2012

By Mini Swamy, Call Recording World Contributor

The Echopass partner network program just extended itself to include two new partners, Empirix and SimpliCTI. An announcement to this effect was made at the recently concluded SpeechTEK 2012, held at the New York Marriot Marquis in New York City.

Empirix will implement Empirix OneSight to provide comprehensive, centralized performance monitoring for Echopass' multichannel contact centers operations, while SimpliCTI, a Salesforce AppExchange partner, will deepen CRM integration and optimize agent performance.

"We are very pleased to welcome both Empirix and SimpliCTI to the EchoPlace partner network," said Karl Holzthum, chief sales and partner officer at Echopass.

With Empirix OneSight provided through Echopass, clients can be assured of improved business performance, a trouble free network, a richer communications experience.

“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 at Empirix.

Optimization of agent performance is a continuous process for contact centers and SimpliCTI's CRM Cloud Connector will enable agents to share information between systems while leveraging the Echopass EchoContact agent desktop application and salesforce.com systems.

Although Echopass and Salesforce.com are technology partners, the new CTI cloud connecter gives the salesforce.com environment a richer set of tools and deeper integration. Agents can access customer's detailed information in the salesforce.com database and provide personalized, real-time, focused service.

Like the 30 other certified EchoPlace partners in the program, both Empirix and SimpliCTI are expected to help Echopass extend its award-winning market differentiation and innovation through integrations.

Both the companies will also contribute to the growth of the enterprise market for cloud-based contact center solutions and cater to enterprise clients' growing and demanding expectations.

The combination of Echopass' market leading cloud-based services, the breadth of salesforce.com applications, SimpliCTI's robust integration solution, and Empirix's performance monitoring solution is expected to positively impact the landscape of the large enterprise contact center market.

Echopass Corporation, the 2011 market share leader in cloud-based contact centers, announced that Randal Rupert has joined the company as senior vice president and chief customer officer, and that Vlad Deryugin has joined the company as Vice President of Software Engineering.

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Edited by Rich Steeves

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