ECHO™ by

Echo, by UCN Inc, is a revolutionary customer satisfaction research tool that is changing the way contact centers do business. Echo is the end result of over 12 years of work by Purdue University's Center for Customer Driven Quality, and BenchmarkPortal. UCN purchased the Echo product from BenchmarkPortal in 2007.

The Echo solution created a completely new customer satisfaction platform by providing managers with immediate customer satisfaction feedback, in real-time and right down to the agent-level. Echo utilizes a VoIP, CTI, IVR , and ACD suite to survey customers immediately following their contact center conversations, ultimately allowing feedback to travel directly from the customer, to the agent and the manager, all in real-time.

C.C.D.Q. & BenchmarkPortal

The Center for Customer Driven Quality at Purdue University is internationally recognized as the premier research and education organization for behavior in customer access and access channel management. The Center was started in 1993, by Dr. Jon Anton. In 1995, Dr. Anton began conducting benchmarking studies on call centers, and by 1999, Purdue university decided the benchmarking service had become so valuable to the contact center community, it needed to be outsourced if it were to reach its full potential, hence the creation of BenchmarkPortal.

Sample Clients Currently Using Echo

  • Time Warner Cable
  • 1-800-Flowers
  • Continental Airlines
  • Maytag

UCN Contact Center Solutions

Created by: EddieAdams, Last modification: Tue 04 of Sep, 2007 (22:16 UTC)
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