Outrigger Hotels & Resorts Selects Echopass and Genesys

SAN FRANCISCO - Outrigger Hotels and Resorts will use Echopass solutions, which feature Genesys technology, to give its customers multi-channel customer service options.

Outrigger is a privately-held lodging and hospitality company. The company operates 40 resorts, combining hospitality with real estate and retail investments. Its 55 contact center agents in Denver, Colo. specialize in either retail or wholesale practice areas of its reservations and customer service operations. Outrigger sought a hosted contact center solution that would offer routing and management across all customer interaction touch points - voice, fax, e-mail and Web chat - while also offering a platform that would support the future addition of Voice-over-Internet protocol (VoIP) for work-at-home agents.

"We pride ourselves in offering our customers a complete destination experience, not just a hotel reservation," said Bill Peters, vice president, reservation services, Outrigger. "We sell a service - a customer experience - beginning with a customer inquiry to our contact center and ending with a stay at an Outrigger resort. Implementing a high-quality, technically-sound inbound and outbound solution, therefore, was a top priority for us. We needed a state-of-the-art customer interaction system that would complement that philosophy, allowing our team to deliver 'wow' customer service regardless of how our customers chose to reach us. Echopass was the only hosted solution that could help us accomplish that, quickly and cost effectively." 

Echopass solutions are built on customer contact routing technology from Genesys. The Genesys managed services platform is a platform that leverages existing contact center infrastructure and accounts for future expansions by size, application and technology.

"We were looking for a hosted solution but did not want to risk the quality of our services," continued Peters. "Echopass' partnership with Genesys, and our network provider Sprint, gave me the confidence to move from my traditional, premise-based system to an on demand service."

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