Echopass, Genesys, and Salesforce.com Deliver Integrated Contact Center Solution for Small and Mid-Sized Operations

Leveraging the sforce client/service platform and the Genesys software suite, Echopass Telecenter for salesforce.com provides a pre-integrated contact interaction management solution at a fraction of the cost, risk & implementation length of premise-based systems

SALT LAKE CITY, Utah, and SAN FRANCISCO - September 15, 2003 - Echopass Corporation, the leading provider of hosted contact interaction solutions, salesforce.com, the world leader in delivering software-as-service, and Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel (NYSE: ALA, Paris: CGEP.PA), today announced the availability of Echopass Telecenter for salesforce.com, an affordable, enterprise-strength contact center solution for telemarketing, telesales and customer service organizations.

Through sforce, the salesforce.com client/service application platform, Echopass Telecenter for salesforce.com tightly integrates Genesys' unmatched customer interaction solution hosted by Echopass with salesforce.com's world-class customer relationship management (CRM) service. Small and mid-sized businesses can now deploy fully integrated CRM and customer interaction capabilities at a fraction of the time and cost of a premise-based system, boosting the productivity of telemarketing, telesales and customer service teams, both local and remote, while enabling close monitoring of all customer-facing activities in real time.

Echopass offers a unique set of fully-integrated features for salesforce.com customers designed specifically to boost the productivity of customer-facing organizations, including:

Autodialing: with one click, agents can automatically place an outbound call from within the salesforce.com CRM service

Screen pops: upon receiving incoming calls or placing outgoing calls, screen-pops instantly provide agents with detailed customer / prospect data

Call scripts: electronic call scripts automatically pop up to guide agents in outbound and inbound customer interactions

Rules-based contact routing: incoming contacts (telephone, email or web) are automatically routed to agents based on skills, geography, or other business criteria

Scheduled callback: agents can schedule call back or event tasks which are immediately placed in the call queue and automatically delivered to the agent at the pre-defined time

Echopass has partnered with Genesys to provide hosted contact center services powered by advanced interaction management functionality from Genesys. The Genesys Suite is a highly reliable open software architecture that supports management of combined voice, e-mail, and web-based interactions. Genesys also provides computer telephony integration (CTI) technology for both inbound and outbound calls that brings together telephony systems and data repositories to synchronize the delivery of customer data to an agent's desktop, ensuring a well-prepared and informed agent. Now with complete customer interaction data across all touch points managed in salesforce.com, the end result is increased agent productivity and improved customer service at a lower cost of service.

"We recognize that most businesses can't spend the time or money required to implement on-premise contact center and CRM solutions," states Vincent Deschamps, CEO of Echopass. "Echopass and salesforce.com have taken the hassle and time out of the equation for small and medium businesses by delivering a fully integrated solution at a fraction of the cost. Customers can achieve the benefits of the Telecenter solution in just eight weeks from order to implementation."

"Genesys continues to recognize the individual needs of our customers and is working with our partners to deliver call center solutions that provide maximum functionality and value, said Ad Nederlof, Genesys CEO. "By offering Genesys solutions in a hosted environment and integrating it with salesforce.com's CRM service, Echopass is providing an ideal service for small and mid-sized businesses with telemarketing, telesales and customer service needs."

"Our strategy, which we share with Echopass and Genesys, is to leverage the Internet as a product delivery, integration, and distribution channel," said Marc Benioff, chairman and CEO of salesforce.com. "Together, we are able to deliver a completely hosted, fully-integrated contact center-CRM solution that levels the playing field for small and mid-sized businesses."

Benioff continues, "There is one thing that makes this possible - sforce. Our Web services API provides seamless integration between the hosted Echopass Telecenter solution powered by Genesys and salesforce.com's on-demand service for a comprehensive view of customer relations."

Echopass Telecenter for salesforce.com is immediately available from $45 to $395 per seat per month. For more information, contact Echopass at 1-888-622-5345 or visit www.echopass.com.

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 2000, Echopass is privately held, backed by top tier venture capital firms and headquartered in Salt Lake City, Utah. For more information, visit Echopass at www.echopass.com or call 1-888-622-5345.

About Genesys Telecommunications Laboratories, Inc.
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.

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 2000, Echopass is privately held, backed by top tier venture capital firms and headquartered in Salt Lake City, Utah. For more information, visit Echopass at www.echopass.com or call 1-888-622-5345.

About Genesys Telecommunications Laboratories, Inc.
Genesys Telecommunications Laboratories, Inc., a subsidiary of Alcatel, is 100% focused on software for call centers. Genesys recognizes that better interactions drive better business and build company reputations. Customer service solutions from Genesys deliver on this promise for Global 2000 enterprises, government organizations and telecommunications service providers across 80 countries, directing more than 100 million customer interactions every day. Sophisticated routing and reporting across voice, e-mail and Web channels ensure that customers are quickly connected to the best available resource - the first time. Genesys offers solutions for customer service, help desks, order desks, collections, outbound telesales and service, and workforce management. Visit www.genesyslab.com for more information.