Coverall Selects Echopass to Drive Business Expansion; New Echopass Service Integrates Contact Center with salesforce.com CRM for Telemarketing Productivity.

Business Editors

SAN FRANCISCO--(BUSINESS WIRE)--Nov. 10, 2003

Echopass, a leading provider of hosted contact interaction solutions, today announced that Coverall of Mid-State California has selected a new Echopass service offering, Echopass Telecenter for salesforce.com, to drive business expansion. Coverall of Mid-State California operates five regional support centers for Coverall Cleaning Concepts(R), one of the nation's leading commercial cleaning franchise companies. Telecenter for salesforce.com will help Coverall of Mid-State California meet its goal of business expansion and increased revenue by doubling the number of telemarketing calls and sales appointments made each day.

Coverall uses a team of inside telemarketers to generate leads and drive awareness of Coverall's service quality and professionalism. After making contact with prospective clients, Coverall telemarketers make appointments for the company's marketing consultants, who are responsible for closing business and growing the customer base. The Echopass Telecenter solution for Coverall includes a customized online calendar that automatically synchronizes the calendars of its marketing consultants to enable telemarketers to make accurate, timely appointments for them.

"Industry statistics show that companies typically seek new commercial cleaning services every three to four years which represents a number of opportunities for Coverall to expand its business," said Mark Melton, president of Coverall Mid-State California. "Manual processes and an inefficient database have limited our ability to take full advantage of this opportunity. Deploying sophisticated contact center and sales automation technology will increase the efficiency of our lead generation efforts and help us meet our ambitious business expansion goals."

The Echopass hosted business model allows Coverall to access the feature-rich Telecenter application over the Internet as a monthly subscription service, providing the capabilities the company needs at a much lower cost than a premised-based system. Because it is a hosted service, accessible via the Internet, remote personnel have full functionality regardless of location.

"We are a decentralized operation and the fact that Echopass offered a hosted solution that allows us to operate as a virtual contact center was very important to us," said Melton, "The tight integration with salesforce.com was equally important in our selection of Echopass. Contact interactions and sales handoffs will now be seamless, and our view of the sales pipeline will be both broad and detailed. Everyone in our operation will be more productive telemarketers, marketing consultants and account managers."

Echopass Telecenter for salesforce.com automates contact interactions and integrates CRM capabilities to enable companies like Coverall to close business faster. The new service offering from Echopass provides an affordable, enterprise-strength solution for the automation of contact interaction management for telemarketing, telesales, and customer service organizations. Pre-integrated workflows and powerful on-screen features such as one-click dialing, automated callback scheduling, preview screens of contact information for outbound calls, and synchronized screen delivery of contact information with inbound calls streamline operations and boost productivity.

About Coverall Mid-State

Coverall of Mid-State California is a Master Franchisor of Coverall Cleaning Concepts(R), providing support and service to over 200 individual janitorial franchisees and 1,000 commercial cleaning customers.

Coverall of Mid-State California was recently listed #272 on Inc. magazine's Inc. 500 list of the fastest growing privately held companies in America, and has been named Master Franchise of the Year by Coverall Cleaning Concepts(R) for each of the past two years. Coverall of Mid-State California has offices in Santa Barbara, Burbank, Fresno, Bakersfield and Santa Maria covering the Central Coast from Santa Cruz to the San Fernando Valley and the Central Valley from Fresno to Bakersfield.

About Echopass

Echopass Corporation is the leading provider of hosted contact interaction solutions for mid-tier enterprises, departments and branches of large enterprises and outsourcers worldwide. With a wide range of flexible inbound and outbound customer contact solutions, Echopass delivers rich functionality that is easy to deploy and use.

Echopass takes the pain and complexity out of implementing telephone and web-based customer contact solutions by integrating best of breed technologies and offering a full suite of service packages on demand. With Echopass, customers enjoy the benefits of high impact, cross channel customer sales and service applications in less time and at a lower cost than traditional, premise-based multi-vendor systems.

Founded in 1998, Echopass is privately held, backed by top tier venture capital firms and headquartered in San Francisco, California with a world class operations center in Salt Lake City, Utah. For more information, visit Echopass at www.echopass.com or call 1-888-622-5345.