Frost & Sullivan Recognizes Echopass as the 2013 Overall Hosted Contact Center Market Leader in North America

Frost & Sullivan
2013-10-29 23:30 811
  • Echopass also receives industry's top market share of both hosted ACD and APO for third consecutive year

MOUNTAIN VIEW, Calif., Oct. 29, 2013 /PRNewswire/ -- Based on its recent analysis of the hosted contact center market, Frost & Sullivan recognizes Echopass Corporation with the 2013 North American Market Share Leadership Award. This award represents excellence in capturing the highest market share within the industry and Echopass' leadership position in terms of revenues or units. In gaining the overall market share leadership for the first time, Echopass has secured almost a fifth of the hosted automatic call distribution (ACD) and a quarter of the hosted agent performance optimization (APO) markets. Impressively, this is the third consecutive year that Echopass has attained market leadership in those two key segments of the hosted contact center market.

Echopass has achieved this enviable success on the strength of its targeted solution set for the enterprise market and company-wide execution. The company bolstered its winning strategy with the delivery of ongoing customer added value, continuous innovation, ongoing operational reduced total cost of ownership (TCO), and unflagging customer support.

Echopass provides a fully-featured integrated suite of products that encapsulate the rigorous requirements of the enterprise sector, allowing it to compete against premise-based alternatives. In addition, Echopass also addresses industry-specific needs, such as compliance with government regulations, a business continuity and disaster recovery (BC/DR) solution with full data center redundancy and active-active configuration across multiple data centers, and the ability to meet security requirements for successful customer support in several industry verticals.

"Echopass fits the unique needs of the large enterprise by providing customers with best-in-class architecture and highly tailored customized solutions," said Frost & Sullivan Principal Analyst Nancy Jamison. "It employs a layered, service-oriented, multi-tenant distributed architecture that consists of both proprietary and sourced software stacks to support pure hosted deployments as well as hybrid environments, where integration is required to their customer's existing and often on-premise technology."

In the past 12 months, Echopass released its Enterprise Edition bundle. This package will enable large enterprises to move contact center functionality to the cloud faster and at a lower cost. The bundle comprises more than 40 applications; Symmetry™, its dual data center business continuity solution; end-to-end, carrier-inclusive SLA with guaranteed commitments; and a Customer Experience Package, including EchoCallBack, Echopass WebCallBack, Echopass Chat and Echopass Customer Survey Builder for Voice of the Customer provisioning. In addition, Echopass became the first hosted/cloud contact center provider to achieve the highest available PCI DSS Level 1 for Service Provider certification, according to the recent Cloud Service Provider guidelines.

"Overall, the company has stayed a cut above the competition by offering on-time and on-budget installations/deployments that map to critical business processes, robust SLA and quality of service, superior technical support and commitment to compliance programs, and certifications that align with industry-recognized quality standards," noted Jamison.

"We are very pleased to be recognized by Frost & Sullivan as the market leader for hosted ACD and APO for the third year in a row, as well as the overall market share leader for the first time," said Vin Deschamps, Echopass chairman and CEO. "We've built our company based on keeping our clients satisfied around the clock, and that focus is reflected in our continued growth and market leadership."

Frost & Sullivan 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.

Source: Frost & Sullivan