New relationship brings together technologies, best practices to drive customer satisfaction and ROI
ATLANTA (August 28, 2014) – Intradiem, the leading provider of intraday automation solutions, today announced that it has entered into a strategic relationship with EPIC Connections (EPIC), a prominent contact center consulting and outsourcing firm.
The relationship couples EPIC’s strategic consulting services and Intradiem’s intraday automation solution to provide contact center managers with the right tools and knowledge to effectively prepare their agents for any kind of customer interaction, across all communication channels, while maintaining operational efficiencies.
“From billing questions to service requests, the contact center is a primary source of information and interaction for many customers, regardless of industry,” said Matt McConnell, Intradiem Chief Executive Officer. “Partnering with leading companies like EPIC enables us to deliver personalized agent development programs and to streamline manual processes that improve operational efficiencies within the contact center. The ultimate result for our clients is the ability to deliver great customer experiences during every interaction.”
EPIC provides consulting, outsourcing and managed services through a highly qualified team of operational and technical experts. EPIC brings a unique blend of industry experience, operational knowledge, and executive insight to its clients. EPIC’s clients include some of the most recognized brands in the world, as well as regional companies and SMBs. In each case, EPIC is able to deliver actionable solutions, real-time enhancements, and drive improved results.
“Our strategic relationship with Intradiem makes sense on many levels, one of which is we share many of the same clients. Our offerings also complement one another to drive efficiencies and best practices on a real-time basis inside the contact center and with customers,” said Bill Pieper, President, EPIC Connections. “We believe this relationship will help us to provide value to our clients in a way that will truly make an impact on performance, efficiency, and customer satisfaction.”
About EPIC Connections
Founded over a decade ago, EPIC is a leading provider of contact center outsourcing and consulting services. EPIC’s clients represent small, medium, and Fortune 500 companies, including some of the most recognized brands in the world. EPIC offers clients turnkey outsourcing and managed services solutions, as well as consulting services in all aspects of contact center assessment, benchmarking, design, deployment, optimization, and management to improve end-user satisfaction and client ROI.
Intradiem is the leader in intraday automation solutions for multi-channel contact centers. Intradiem’s customers achieve an invincible customer experience with a real-time workforce by automating manual processes such as intraday task management, intraday staffing, reskilling, channel balancing, and real-time alerts. Intradiem empowers an immediate and consistent response to unpredictable events and changing conditions, resulting in labor savings, improved employee performance and a better overall customer experience.