The Echopass deal strengthen's Genesys' cloud contact center offerings.
Genesys, a provider of customer engagement and contact center solutions, has reached a definitive agreement to acquire Echopass, which is based in Pleasanton, Calif. The acquisition will add to the 1,250 existing Genesys cloud customers.
Echopass brings more than a decade of expertise delivering the Genesys platform in the cloud. The Echopass platform, which has incorporated Genesys software since 2000, brings 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 ideally suited for the mid-market, and a hybrid cloud model that blends on-premises and cloud-based solutions.
Echopass clients are deploying more than 8,000 agents across multiple contact center locations, all served from a common platform with a virtualized solution. The range of applications offered by Echopass includes support for multiple customer engagement channels, including voice, chat, email, fax, SMS, and mobile, as well agent performance optimization capabilities and extensive customer experience enhancement solutions.
"Working with Genesys, Echopass pioneered this flexible deployment model with companies who understand that customer engagement is the most critical aspect of their business," said Paul Segre, CEO of Genesys, in a statement. "Genesys is now unmatched in its ability to deliver cloud-based contact center solutions to enterprises of all sizes."
"Echopass has a proven record of providing end-to-end services for very large enterprise customers who demand a reliable and secure platform. The future is about choice and flexibility to enable our combined client base, whether they want it on-premises or in the cloud, to meet the ever-changing demands of their customers,” said Vin Deschamps, CEO of Echopass, in a statement.