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 salesforce.com

Salesforce.com is the world’s largest provider of customer relationship management (CRM) software. For more information about salesforce.com (NYSE: CRM), visit: www.salesforce.com.

Any unreleased services or features referenced in this or other press releases or public statements are not currently available and may not be delivered on time or at all. Customers who purchase salesforce.com applications should make their purchase decisions based upon features that are currently available. Salesforce.com has headquarters in San Francisco, with offices in Europe and Asia, and trades on the New York Stock Exchange under the ticker symbol “CRM.” For more information please visit http://salesforce.com/eu/, or call 00800 7253 3333.