Echopass Announces EchoScripting for CRM; New Service to Debut at salesforce.com Global Gathering 05, designed for salesforce.com, RightNow Technologies and NetSuite Customers

Business Wire, Sept 13, 2005

SAN FRANCISCO -- Dreamforce 05 Global Gathering, Booth#208, Echopass Corporation, the leader in on-demand advanced call and contact center solutions, today announced EchoScripting, a new application that provides scripting tools and services for agents and supervisors who are customers of major on-demand customer relationship management (CRM) providers. Echopass will demonstrate a salesforce.com version of EchoScripting in booth #208 of the salesforce.com Dreamforce Global Gathering at Moscone Center in San Francisco, Sept 11th through the 14th. Echopass has integrated EchoScripting with salesforce.com's new Appforce, salesforce.com's on-demand platform. Appforce applications are available via salesforce.com's on-demand application sharing service.

Needs Unmet

Scripting is important for improving first call resolution--a key element of call center agent effectiveness, and a key ingredient for agent consistency. Most in-house deployments of CRM include some level of scripting, however none of the hosted CRM services offer a scripting function. The complexity of the file structure for scripting (making the complicated simple) is in contrast to the file structures of hosted CRM applications. Echopass effectively delivers EchoScripting for CRM in order to enable on-demand CRM customer agents to extend the value of the CRM application through Echopass technology.

Scripting leverages CRM databases by integrating text script files with CRM data elements to provide highly contextual scripts that improve customer satisfaction, agent consistency and efficiency. Echopass' expertise in offering complete hosted call center solutions to enterprises and government agencies allows the company to offer the new EchoScripting application, which is simultaneously easy to use and easy to implement.

Echopass Delivers EchoScripting for all Major Hosted CRM Providers

Agents and salespeople using CRM services from salesforce.com, RightNow Technologies and NewSuite can utilize EchoScripting in order to provide consistent responses to customers, either via phone or by chat.. "The leading hosted on-demand CRM providers do not offer their customers a scripting tool, which are commonly used by Fortune 500 companies to provide consistency with customer contacts," said Dennis Empey, Vice President of Product Management for Echopass. "Echopass has identified a market opportunity for itself and its EchoSystem(TM) partners to provide EchoScripting services as a simple, flexible and affordable application for sales, marketing and customer service agents who use salesforce.com, RightNow Technologies or NetSuite."

Easy to Use, Highly Integrated and Very Affordable

Users can create and modify scripts quickly and easily with EchoScripting, which is easily accessible via the Internet by sales agents. Echopass provides multiple versions of the EchoScripting service specific to each CRM partner, including a version that is deeply integrated with salesforce.com. EchoScripting is available on a subscription basis and is affordably priced at just $95.00 per user, per year.

About Echopass:

Echopass Corporation is the leading service provider of on demand contact center services for enterprises, government agencies and outsourcers. Echopass delivers a complete, flexible range of services that work directly with contact center personnel and customer's existing infrastructure to guarantee the highest level of quality, efficiency and customer satisfaction - guaranteed. Echopass solutions are easy to deploy and use, and require no capital investment, ongoing maintenance, or support contracts. Echopass delivers a robust end-to-end EchoSystem (TM) including on-demand inbound and outbound contact centers, pre-integrated CRM integration, sophisticated routing capability and delivery over data networks on a managed, "per user, per month" subscription basis. Echopass customers enjoy the benefits of highly effective sales, marketing and customer service communications in less time, at lower cost, and with flexibility impossible to achieve with traditional, premise-based hardware systems. Founded in 2000 and recipient of the Red Herring Top 100 Companies Award, Echopass is privately held, backed by top-tier venture capital firms and headquartered in Pleasanton, CA with a world-class operations center in Salt Lake City, Utah. For more information, please visit www.echopass.com or call 1-888-622-5345.