ORLANDO, Fla., Oct. 18 /PRNewswire/ -- Echopass Corporation announced the inclusion of the Genesys Telecommunications Laboratories Intelligent Workload Distribution (iWD) application to the Echopass EchoSystem™ suite of hosted contact center solutions portfolio today at the Gartner Symposium ITxpo© being held in Orlando, Florida. Echopass is demonstrating iWD at booth number 1226 this week at the Gartner event.
Echopass EchoSystem iWD from Genesys is a leading edge application that enables business users within the enterprise to more intelligently prioritize, distribute, manage and report on the efficiency and effectiveness of business processes and associated tasks, activities, resources, KPI's and costs. iWD is primarily used in the business user process-driven environment, and leverages the power of the underlying Genesys intelligent routing infrastructure utilized by Echopass to improve customer service process in a similar fashion to the routing of calls which are prevalent in today's advanced contact centers. Enterprises can therefore optimize resources by determining common skills and reprioritizing workloads across the entire enterprise.
"Customer service is being increasingly managed and optimized throughout the enterprise. For many organizations, it now extends beyond the confines of the contact center and into other areas of the business involved in the overall service delivery," said Sheila McGee Smith, industry analyst and principal of McGee-Smith Analytics. "These include branch offices and experts in the back-office where six to ten different organizational units are servicing a variety of customer service tasks, work items, faxes, and service requests."
"We're excited to have one of our longstanding premier partners bring this significant product to the large enterprise market in the U.S.," said Dave York, VP Enterprise Markets Group Partners and Channels for Genesys. "Echopass has distinguished itself as a Genesys partner and as a leader in the hosted market of cloud-based solutions over the last ten years. We look forward to Echopass incorporating iWD into their service portfolio as Genesys expands into addressing the back office process challenges that exist in many large corporations."
About Echopass Corporation
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 10,000 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 www.echopass.com or call 1-888-622-5345.
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SOURCE Echopass Corporation