With the economic downturn felt throughout the country, companies are searching for ways to cut costs, improve service and thrive. As a result, these companies are scrutinizing all departments seeking ways to optimize customer service and reduce expenses.

 

American Express Incentive Services (AEIS) is one of a growing number of financial services firms that are seeking to offer options for improvement in this environment. These firms are creating win-win situations by moving their customer care functions to a hosted solution.

Echopass Corporation serves AEIS, among other financial services industry customers, to help them to optimize customer service and achieve significant ROI by implementing Echopass’ hosted Contact Center On Demand solutions.

"The shift to an operational expenditure model, elimination of maintenance costs and ease of provisioning multi-site contact centers are making hosted solutions an attractive value proposition for many enterprises," said Ashwin Iyer, industry manager for Frost & Sullivan's (News - Alert) Contact Center and CRM practice, in a Wednesday statement.

 

Iyer continued: "We're expecting increased growth in this market as companies like American Express look to enterprise-focused, on-demand providers like Echopass to satisfy customer needs and improve customer service while reducing costs.”

 

“As one of very few hosted providers focused on large enterprise customers, Echopass is well positioned to continue gaining market share and expanding its portfolio of Fortune 500 and blue chip enterprise clients," Iyer added.

AEIS receives delivery of the Echopass hosted Contact Center On Demand through the Software as a Service (SaaS (News - Alert)) hosted model, providing single or multi-site contact center customers with the flexibility to scale applications, agent seats, and locations depending on business conditions or seasonality.

"We were in need of a solution that would offer the flexibility to adapt to our changing business needs in a timely manner, the manageability to operate efficiently, and comprehensive reporting to provide a clear view of our multi-location contact center operation at all times," said John Rose (News - Alert), vice president of Information Technology at American Express Incentive Services, in Wednesday’s statement.

 

Rose continued: "Echopass provides that capability as well as giving us 20/20 vision of what is happening at all times. As a result, we've cut costs, optimized our customer service and now have the technology in place to ensure we're meeting our own SLAs."

To date, Echopass is the only company in the contact center business to successfully develop a unique multi-tenant version of Genesys’ (News - Alert) call routing software and to integrate this functionality within Echopass’ hosted contact center service. 

Genesys call routing infrastructure, used by a vast majority of the Fortune 500, is delivered by Echopass on-demand to all customers as part of the EchoSystem Service Integration Platform.

 

Echopass offers this fully managed hosted platform that includes world class 24x365 customer service and support, always-on performance guarantees with the strictest service level agreements (SLAs) in the industry, and SAS70 certification for all processes.

"Financial services companies are under many of the same pressures that our other large enterprise clients face -- providing world class customer support, while managing fluctuations in demand, managing costs, sharing resources across geographically dispersed sites, and seeking the best available technology that allows for top-notch customer service," explained Vincent Deschamps, CEO of Echopass, in Wednesday’s statement.

 

Deschamps added: "Our end-to-end managed solution addresses all these pressing business issues, and with eight years of experience working with Fortune 500 customers such as Apple, Kodak (News - Alert), and Public Storage, we understand the unique demands large enterprises face."

Efficient call routing is a critical element to delivering the best possible experience for the customer. Echopass has proven its solutions to be economical, robust and delivering extended value to its end customers.

By offering its solutions through an On Demand platform, Echopass ensures that its customers have access to the solutions they need, on the scale that they need them. Such flexibility will help the company to build extended loyalties throughout multiple industries.