Texas-based healthcare plan will leverage EPIC’s four-step client engagement model

Omaha, NE – February 11, 2016 – EPIC Connections, Inc., a leading provider of customer experience and contact center optimization, announced today a new engagement with a Texas-based healthcare plan. EPIC’s client is interested in evaluating its contact center’s operational capacity, increasing operational efficiencies and improving the overall customer experience. To assist them in achieving their business growth projections, the client has retained EPIC to optimize these operations in all areas of people, process and technology.

EPIC’s client will leverage EPIC’s four-step client engagement model, beginning with an assessment and planning phase to identify improvement opportunities, including assessing the potential for outsourcing some or all of the current work. EPIC will also create an improvement roadmap outlining both quick hits and long-term initiatives while quantifying their potential impacts for the organization.

Commenting on the process, Bill Pieper, President of EPIC Connections, stated, “As our client enhances and expands its contact center strategy, we are pleased to be able to bring demonstrated solutions and expertise to enable their success. Our experienced team of contact center professionals has the knowledge to provide cost-effective and enduring solutions to improve contact center performance and realize return on investment.”

EPIC provides healthcare consulting services across all phases of strategy assessment, project design, implementation and optimization. These services are provided for the full range of the healthcare marketplace, including healthcare Payors, Providers, medical device manufacturers, and pharmacy benefit managers (PBMs). The most recent client expansions have been in the areas of technology assessments and workforce management optimization for some of the leading healthcare brands in the marketplace.

EPIC was founded in 2003 to deliver optimal contact center services by engaging the best talent, at the right time, with effective tools and processes. Today, EPIC is known as a global leader in contact center Consulting, Application & Process Management and Outsourcing. Contact center executives are able to leverage EPIC’s experienced teams and solutions to help them improve the customer experience while increasing operational efficiency.

About EPIC Connections
Founded in 2003, EPIC Connections, Inc. is a global professional services company, and veteran owned business, focused on improving call center performance and the customer experience. Whether it be Consulting, Outsourcing or Application & Process Management, EPIC’s experienced team of contact center professionals offers tailored solutions for organizations of all sizes and complexity.


Company Contacts/Media Inquiries
EPIC Connections, Inc.
David Prinz
Director of Marketing
(402) 884-4700 (ext. 203)

More from the Blog

Building a Business Case for Contact Center Change

Building a Business Case for Contact Center Change

Originally published on LinkedIn by Bill Pieper, President of EPIC Connections Being a contact center executive is a unique (and stressful) role. While contact centers provide service to customers, most are also service providers within their own organizations. In...

read more

© 2021 EPIC Connections, Inc.