https://urgentcomm.com/wp-content/themes/ucm_child/assets/images/logo/footer-new-logo.png
  • Home
  • News
  • Multimedia
    • Back
    • Multimedia
    • Video
    • Podcasts
    • Galleries
    • IWCE’s Video Showcase
    • Product Guides
  • Commentary
    • Back
    • Commentary
    • Urgent Matters
    • View From The Top
    • All Things IWCE
    • Legal Matters
  • Resources
    • Back
    • Resources
    • Webinars
    • White Papers
    • Reprints & Reuse
  • IWCE
    • Back
    • IWCE
    • Conference
    • Special Events
    • Exhibitor Listings
    • Premier Partners
    • Floor Plan
    • Exhibiting Information
    • Register for IWCE
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Terms of Service
    • Privacy Statement
    • Cookie Policy
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • Mission Critical Technologies
    • TU-Auto
  • In the field
    • Back
    • In the field
    • Broadband Push-to-X
    • Internet of Things
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Call Center/Command
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Network Tech
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Operations
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Regulations
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • Organizations
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
Urgent Communications
  • NEWSLETTER
  • Home
  • News
  • Multimedia
    • Back
    • Video
    • Podcasts
    • Omdia Crit Comms Circle Podcast
    • Galleries
    • IWCE’s Video Showcase
    • Product Guides
  • Commentary
    • Back
    • All Things IWCE
    • Urgent Matters
    • View From The Top
    • Legal Matters
  • Resources
    • Back
    • Webinars
    • White Papers
    • Reprints & Reuse
    • UC eZines
    • Sponsored content
  • IWCE
    • Back
    • Conference
    • Why Attend
    • Exhibitor Listing
    • Floor Plan
    • Exhibiting Information
    • Join the Event Mailing List
  • About Us
    • Back
    • About Us
    • Contact Us
    • Advertise
    • Cookie Policy
    • Terms of Service
    • Privacy Statement
  • Related Sites
    • Back
    • American City & County
    • IWCE
    • Light Reading
    • IOT World Today
    • TU-Auto
  • newsletter
  • In the field
    • Back
    • Internet of Things
    • Broadband Push-to-X
    • Project 25
    • Public-Safety Broadband/FirstNet
    • Virtual/Augmented Reality
    • Land Mobile Radio
    • Long Term Evolution (LTE)
    • Applications
    • Drones/Robots
    • IoT/Smart X
    • Software
    • Subscriber Devices
    • Video
  • Call Center/Command
    • Back
    • Artificial Intelligence
    • NG911
    • Alerting Systems
    • Analytics
    • Dispatch/Call-taking
    • Incident Command/Situational Awareness
    • Tracking, Monitoring & Control
  • Network Tech
    • Back
    • Cybersecurity
    • Interoperability
    • LMR 100
    • LMR 200
    • Backhaul
    • Deployables
    • Power
    • Tower & Site
    • Wireless Networks
    • Coverage/Interference
    • Security
    • System Design
    • System Installation
    • System Operation
    • Test & Measurement
  • Operations
    • Back
    • Critical Infrastructure
    • Enterprise
    • Federal Government/Military
    • Public Safety
    • State & Local Government
    • Training
  • Regulations
    • Back
    • Narrowbanding
    • T-Band
    • Rebanding
    • TV White Spaces
    • None
    • Funding
    • Policy
    • Regional Coordination
    • Standards
  • Organizations
    • Back
    • AASHTO
    • APCO
    • DHS
    • DMR Association
    • ETA
    • EWA
    • FCC
    • IWCE
    • NASEMSO
    • NATE
    • NXDN Forum
    • NENA
    • NIST/PSCR
    • NPSTC
    • NTIA/FirstNet
    • P25 TIG
    • TETRA + CCA
    • UTC
acc.com

Echopass enhances security of cloud-based contact-center platforms

Echopass enhances security of cloud-based contact-center platforms

  • Written by raidee
  • 1st October 2018

Increasingly, organizations in both the public and private sectors are taking a hard look at cloud-based services. But while they are titillated by the cost savings and efficiency provided by such services, their enthusiasm often is tempered by concerns regarding data access and security, the latter of which is critical to retail, financial and insurance enterprises that  handle millions of transactions daily that involve highly sensitive information, notably credit-card data.

Echopass, a Pleasanton, Calif.-based provider of cloud-based contact-center solutions, recently enhanced the security of its offerings, both as a response to such concerns and to the evolution of its customer base.

Rob Farris, the company’s chief marketing officer, said that the value proposition for cloud-based services is undeniable, noting that online retailer Overstock.com has saved about $26 million during the five years it has used Echopass infrastructure.

 “That’s a big number,” Farris said during an interview with Urgent Communications. “Half of that number came from infrastructure savings in moving to the cloud, because of the ability with the cloud to scale effectively, to where they are only billed for what they use.

“So, they didn’t have to put in another $3-4 million worth of infrastructure and sit on it for nine months of the year without usage, and only use it during the Christmas period.”

The rest of the savings came from the Echopass customer-engagement organization, which saved Overstock.com a substantial amount of headcount while improving its customer-satisfaction ratings, according to Farris.

“They went from number five in the space to number two,” he said. “All in all, it was a pretty good win for them.”

Another customer, Denver-based Outrigger—the second-largest hotel management firm in the Pacific, according to Farris—leveraged Echopass to revamp its approach to contact-center services. Today, the company has no brick-and-mortar contact agents; all work remotely—many from their homes—and are scattered from Tokyo to Hawaii to Denver.

 “Eventually, after they put the infrastructure in and got all of their policies and procedures down, and recruited the right kinds of individuals, they moved 100% of their workforce,” Farris said, adding that Outrigger has been working with Echopass for about eight years.

Obviously, a big cost savings was realized because Outrigger no longer has contact-center infrastructure to own, operate and maintain, and it is not spending money on building leases. But perhaps the biggest benefit from unshackling from the brick-and mortar environment is that it opened a worldwide market for contact-center personnel that tends to stick around, because they like the flexibility of working from home, Farris said. An added benefit is that they often work longer hours, because they don’t have to commute.

 “They found that they were getting a higher-educated worker, by providing that flexibility. These are people who often are part-time or re-entering the workforce,” Farris said. “They can log into the system for three hours in the morning, go pick up their kid at school, and then come back and log back on.”

Tags:

Related Content

  • Tesla CEO Elon Musk plans ‘futuristic’ robotaxis, Optimus bot to start production
  • The blurring line, and growing risk, between physical and digital supply chains
  • Baltimore investigators discover hundreds of slipshod small-cell installations
  • Echopass enhances security of cloud-based contact-center platforms
    Newscan: Companies were slow to remove Russian spies’ malware, so FBI did it for them

Commentary


How 5G is making cities safer, smarter, and more efficient

26th January 2023

3GPP moves Release 18 freeze date to March 2024

18th January 2023

Do smart cities make safer cities?

  • 1
6th January 2023
view all

Events


UC Ezines


IWCE 2019 Wrap Up

13th May 2019
view all

Twitter


UrgentComm

How 5G is making cities safer, smarter, and more efficient dlvr.it/ShVS1h

26th January 2023
UrgentComm

MCPTT interworking for critical communications dlvr.it/ShTm3P

26th January 2023
UrgentComm

Self-driving cars present terrorism risk, FBI director says dlvr.it/ShTTHx

26th January 2023
UrgentComm

UK Home Office officially will cut ESN ties with Motorola Solutions in December dlvr.it/ShNjfN

24th January 2023
UrgentComm

Newscan: Police software vendor breach exposes personal data, raid plans dlvr.it/ShN0q2

24th January 2023
UrgentComm

RT @IWCEexpo: We're so excited about our awesome list of speakers! Today we highlight Budge Currier, a 9-1-1 Branch Manager at CAL OES, res…

24th January 2023
UrgentComm

Ransomware profits decline as victims dig in, refuse to pay dlvr.it/ShLS15

24th January 2023
UrgentComm

Critical manufacturing sector in the bullseye dlvr.it/ShKrSS

23rd January 2023

Newsletter

Sign up for UrgentComm’s newsletters to receive regular news and information updates about Communications and Technology.

Expert Commentary

Learn from experts about the latest technology in automation, machine-learning, big data and cybersecurity.

Business Media

Find the latest videos and media from the market leaders.

Media Kit and Advertising

Want to reach our digital and print audiences? Learn more here.

DISCOVER MORE FROM INFORMA TECH

  • American City & County
  • IWCE
  • Light Reading
  • IOT World Today
  • Mission Critical Technologies
  • TU-Auto

WORKING WITH US

  • About Us
  • Contact Us
  • Events
  • Careers

FOLLOW Urgent Comms ON SOCIAL

  • Privacy
  • CCPA: “Do Not Sell My Data”
  • Cookie Policy
  • Terms
Copyright © 2023 Informa PLC. Informa PLC is registered in England and Wales with company number 8860726 whose registered and Head office is 5 Howick Place, London, SW1P 1WG.