Software as a service seems to be the craze of the new decade. Small companies are sick of spending incredible amounts of money on their IT infrastructure, while big companies are tired of (or unable to?) spending incredible amounts of money on data centres and computer maintenance. And yet, cloud computing has been around for a while -- and those starting soon have been seeing the ripening of their success.
One such company is a now ex-startup called Echopass. They provide contact centre software, and they have become -- over the last 10 years -- pretty much the standard. Companies like Apple, Kodak, American Express, use them.
They have just announced that they will include Genesys Intelligent Workload Distribution in their contact service software. This implies that Echopass is maturing, from being "just" a contact centre software, into becoming software as a service that covers all aspects of your company. From Genesys' web site:
In today’s competitive marketplace, it is critical that companies manage and optimize resources by determining common agent skills and prioritizing workloads, and efficiently manage customer interactions and tasks across the entire enterprise, in order to provide the very best customer experience.
Genesys intelligent Workload Distribution (iWD) solves this challenge with a single solution that integrates resources, contact center capabilities, and internal business processes to ensure the right resources proactively receive the highest value tasks at the right time, regardless of location or media type
I love the fact that companies using Echopass were using SaaS (Software as a Service) long before the word SaaS meant anything. Several important corporations outsourced a crucial part of their IT infrastructure to Echopass -- mind you, a part that had highly sensitive data, such as their customers' contact information, and their cases.
The bottom line
I think they are an excellent argument for CEOs who don't feel comfortable using external companies for their IT infrastructure. Also, it's an excellent argument for Software as a Service that slowly eradicates into a corporation's culture -- for example, Echopass also offers project management abilities, which would make people discover their need for an online project management solution.