Academic journal article ABA Banking Journal

Hosted Call Centers Bring Dial Tone and Digital Services to Your Agent

Academic journal article ABA Banking Journal

Hosted Call Centers Bring Dial Tone and Digital Services to Your Agent

Article excerpt

Linking to its customers with a private network that handles both voice and data, Echopass, Burlingame, Calif., hosts an integrated platform communication service that lets a bank's call center agents access customer service technology through standard web browsers.

Essentially, Echo is an application service provider (ASP) that provides both dial-tone and text-handling applications for high-end, integrated call center services supporting telephone and Internet calls, mail, web text chat, web call backs, fax, voice mail and browser collaboration. The service is designed to work as follows: when the phone rings at a client call center site, it is forwarded to one of three echopass facilities (Burlingame, Salt Lake City, or American Fork, Utah). First, plain old telephone (POTS) data is translated to voice-over-IP packets. These packets of "voice data" are electronically shuttled back to the appropriate agent via a dedicated connection.

While it looks a bit complicated on paper, the entire process takes milliseconds, with a delay, known as latency, no more discernible than a typical cell phone call, explains vice-president of marketing Donna Munsch. …

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