Echopass’ Contact Center On-Demand features both inbound and outbound contact center services, which includes voice, chat, email and other data-based services. Emphasizing data security and privacy, the Echopass Contact Center On-Demand is SAS70 certified with their security delivered through the most comprehensive of authentication requirements. They also offer extensive support services from implementation to maintenance, offering 24/7 support for your Contact Center On-Demand software.
Contact Center On-Demand Key Features
- Automated Call Distribution – multi-channel call queuing and routing software supports multi-site virtual contact centers with visibility into all call agent activity anywhere in the world. Companies seamlessly integrate and manage voice interactions with email, chat, VoIP, and Web 2.0 collaboration.
- IVR – provides telephone access to enterprise applications using speech recognition technology to identify and resolve customer requests. CCOD provides auto-attendant applications with multi-level menu capabilities, intelligent call segmentation, routing and reporting.
- Workforce Management – scheduling functionality empowers call agents to view and manage their schedules, view other agents’ schedules, and request shift trades. Auto-emails update call agents and managers. Compliance with pertinent union contract regulations is enabled.
- EchoSystem Manager – a management dashboard that lets supervisors provision and administer the CCOD application. It simplifies management activities no matter how many applications or agent locations are deployed
- E-Learning–E-learning enables agents to take courses from their portal view. These courses can include simulation exercises, best practice call samples, soft skills development, certification development, quiz exercises and other modules.
- Historical Reporting and Real-time Dashboards