Navy Reserve Personnel Center Selects Echopass.Business Editors & High-Tech Writers SALT LAKE CITY--(BUSINESS WIRE)--Nov. 26, 2001 Navy Reserve Personnel Center Will Use the Echopass Managed Contact Center Solution to Service Voice and Web Inquiries From Over 950,000 U.S. Navy Reserves Echopass Corp., a leading provider of managed Internet and telephone communication services for enterprise-class contact centers, Monday announced it has been selected by the Navy Reserve Personnel Center (NRPC NRPC Nashua Regional Planning Commission NRPC Notes Remote Procedure Call (Lotus Notes Domino network protocol) NRPC National Railroad Passenger Corporation NRPC National Retirement Planning Coalition NRPC Naval Reserve Personnel Center ) to provide a multimedia contact center solution for the Inactive Ready Reserve, Fleet Reserve, Retired Personnel and Selected Reserve Those units and individuals within the Ready Reserve designated by their respective Services and approved by the Joint Chiefs of Staff as so essential to initial wartime missions that they have priority over all other Reserves. All Selected Reservists are in an active status. Personnel; together, these forces total 950,000 sailors. In a time when responding to naval reserve A Naval Reserve is the reserve body of a nation's Navy, typically called-upon in times of conflict. Naval Reserves include;
All Web and Public Switched Telephone Network (PSTN (Public Switched Telephone Network) The worldwide voice telephone network. Once only an analog system, the heart of most telephone networks today is all digital. In the U.S. ) based interactions bound for NRPC, located in New Orleans, La. are first routed through one of the Echopass Echocenters where comprehensive Interactive Voice Response (IVR (Interactive Voice Response) An automated telephone information system that speaks to the caller with a combination of fixed voice menus and data extracted from databases in real time. ) treatments and intelligent routing strategies are applied. Interactions are then skills-based routed across a single, dedicated Internet protocol (IP) connection to the appropriate agent in New Orleans. Agents access all interactions and the Echopass Customer Relationship Management (CRM (Customer Relationship Management) An integrated information system that is used to plan, schedule and control the presales and postsales activities in an organization. ) software through a Web browser The program that serves as your front end to the Web on the Internet. In order to view a site, you type its address (URL) into the browser's Location field; for example, www.computerlanguage.com, and the home page of that site is downloaded to you. on the agent workstation. "The NRPC currently has a Most Efficient Organization (MEO (Medium-Earth Orbit) A communications satellite in orbit from 1,600 to 15,000 miles above the earth. It is higher than a low-earth orbit (LEO) satellite and lower than a geostationary earth orbit (GEO) satellite. ) initiative to improve the center's service and efficiency," stated Lt. Kathryn Bunting, technical manager for NRPC. "One of the primary goals associated with this initiative is to reduce the number of staff in NRPC and still provide efficient and timely customer service. By delivering all types of communication to the agent through a single Echopass application, that goal can be accomplished." "The Computer Telephony Integration Computer Telephony Integration - Computer Telephone Integration (CTI (Computer Telephone Integration) Combining data with voice systems in order to enhance telephone services. For example, automatic number identification (ANI) allows a caller's records to be retrieved from the database while the call is routed to the appropriate party. ) capabilities of the Echopass system allow the NRPC agent to receive a screen pop of information identifying the individual, thereby reducing the time spent by the agent searching the database of reserves and researching historical information," said Bunting. "These features, in combination with others provided by Echopass, are helping NRPC achieve its goals." NRPC will also heavily use the management and supervision features of the Echopass solution. The solution allows NRPC managers, whether in the office or remotely, to monitor the number of interactions in queue for all types of interactions. The manager is also able to listen to and record live agent-customer interactions for quality assurance purposes. As a manager sees the need for a system change or service improvement in the contact center, the changes can be made in real time using the Echopass administration application. "Echopass is pleased NRPC has selected the Echopass solution to help service the Naval Reserves," said Keith Barr, president and chief operating officer Chief Operating Officer (COO) The officer of a firm responsible for day-to-day management, usually the president or an executive vice-president. of Echopass. "Our proven reliability, comprehensive feature set and competitive pricing position made Echopass the logical choice for an enterprise-class, multimedia contact center solution for NRPC." About Echopass Corp. Echopass Corp. provides integrated contact center communication solutions for enterprise customers. The Echopass solution is hosted in state-of-the-art Echocenters that are designed and managed by Echopass to meet the high-volume needs of the enterprise contact center. Each Echocenter integrates all voice and e-media (e-mail, chat, Web-call-back requests) into one blended IP channel over dedicated lines to customers' and partners' contact centers. Echopass' proprietary integrated application framework delivers, for the first time, multi-site integrated monitoring, reporting and administration for all voice and e-media customer communications. Please contact Echopass at www.echopass.com and see what the newest generation of contact center communications can do for your customers, your operations, and your bottom line. |
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