Genesys to Acquire Echopass

Genesys has reached an agreement to acquire Echopass, adding to 1,250 Geneys cloud customers, and whose capabilities include support for multiple customer engagement channels including voice, chat, email, fax, SMS, and mobile channels.

The Echopass platform, which has incorporated Genesys software since 2000, brings greater scale to the Genesys platform cloud offering for large enterprises, including state and federal governments supporting thousands of agent positions. The solution provides flexible deployment scenarios, including a cloud-only model for the mid-market, and a hybrid-cloud model which blends on-premise and cloud-based solutions. The hybrid model provides the flexibility to integrate with existing on premise multi-vendor application environments, allowing customers to migrate to the cloud based on their unique business requirements.

Echopass clients are among the largest cloud contact center deployments in the world with complex client environments that are deploying greater than 8,000 agents across multiple contact center locations, all served from a common platform with a virtualized solution, the companies said. The broad range of applications offered by Echopass includes agent performance optimization capabilities and extensive customer experience enhancement solutions.

“Echopass has a proven record of providing end-to-end services for very large enterprise customers who demand a reliable and secure platform,” said Vin Deschamps, CEO, Echopass, in a statement. “The future is about choice and flexibility to enable our combined client base, whether they want it on-premise or in the cloud, to meet the ever-changing demands of their customers.”