Deal Strengthens the Company’s Cloud Offering And Solidifies Genesys
As The Market Leader In Cloud-Based Contact Centers
DALY CITY, Calif.--(BUSINESS WIRE)--
a leading provider of customer engagement and contact center solutions,
today announced that it has reached a definitive agreement to acquire
Echopass Corporation (www.echopass.com)
based in Pleasanton, CA. The acquisition will add to the 1,250 existing
Genesys cloud customers establishing Genesys as the clear market leader
in cloud-based contact centers.
Echopass brings over a decade of expertise delivering the Genesys
platform in the cloud. Earlier this year, Genesys launched a new,
comprehensive portfolio of cloud solutions for contact centers and
customer engagement. Genesys cloud solutions for small and mid-sized
organizations are designed for simplicity and rapid deployment, while
contact center solutions for Enterprises are highly scalable and
Addressing the Cloud Contact Center Imperative for Enterprises
This acquisition directly addresses the needs of Enterprises who are
experiencing both dynamic changes and tremendous customer engagement
opportunities. Today, customer experience has never been more strategic
to a company’s differentiation as consumers select companies to do
business with based on their reputation for customer service.
Enterprises are adopting cloud contact center solutions to bring rapid
innovation and flexibility to customer interaction channels, especially
as consumers’ engagement preferences evolve, and to gain greater
efficiencies from internal teams that support the customer experience.
They also want the choice between shifting entirely to the cloud—or
extending their on-premises system—while maintaining a full suite of
enterprise-class solutions and security.
Leading industry analyst firm Frost
& Sullivan cites the move to cloud by Enterprises as being
driven by the need to reduce call center total cost of ownership, deploy
systems rapidly, increase flexibility and scalability, and reduce
upfront capital investments in favor of a usage based cloud approach.
These ongoing ‘high’ market drivers will fuel the growth of the
cloud-based contact center market in North America for the next four