EPIC Connections, a global customer engagement and contact center consulting company, announced today that it received the Collaboration Award from NICE inContact, a leading provider of both cloud and on-premise enterprise software solutions. The shared award was presented to both EPIC Connections and SmartAction recognizing a collaborative effort to serve inContact customers and share their omnichannel insight. EPIC Connections and SmartAction partnered with both NICE inContact and its customer, TechStyle, to deliver a highly-rated, executive track session at the inContact User Conference (ICUC). The collaborative session addressed omnichannel best practices in the contact center environment.

“Thank you NICE inContact for this amazing and distinct honor,” said Bill Pieper, President of EPIC Connections. “A Strategic inContact Partner since 2010 and a Certified Implementation Partner, EPIC is privileged to work with inContact and its network of remarkable partners and people who are working together to build omnichannel solutions and drive positive business outcomes. We look forward to many more partnerships and joint solutions ahead.”

The award was presented during inContact’s DEVone Conference last week in Salt Lake City, Utah. Bill Pieper, President of EPIC Connections, accepted the award from Paul Jarman, CEO, and Rajeev Shrivastava, Chief Strategy Officer, at NICE inContact. The honor distinguishes business teamwork and partnership excellence. EPIC was specifically recognized for providing cost-effective strategies and solutions that advocate, build and implement omnichannel customer journeys to improve contact center performance and return on investment. More than 75 partners competed for the award.

During the executive track session, leaders from EPIC, SmartAction and TechStyle shared their experience in navigating the omnichannel buzz and designing an appropriate approach for their collaborative contact center project. Attendees learned about the infrastructure changes necessary to deliver a seamless customer experience as well as a variety of available technologies and the best way to implement an omnichannel environment. The three experts also discussed how Artificial Intelligence technologies are contributing to omnichannel success.

Since 2010, EPIC Connections has partnered with many NICE inContact customers, providing RapidCheck Assessment, Implementation, and Optimization services that help companies craft technology roadmaps, seamlessly deploy inContact solutions and enhance ROI on technology investments. By adding workforce- and process-focused services to their inContact solutions, EPIC empowers inContact customers to build and execute comprehensive technology transformations.

About EPIC Connections
EPIC Connections is a global customer engagement and contact center consulting company.  Fortune 500 companies, small businesses and government entities around the world turn to EPIC Connections when conventional approaches are not enough to activate change and achieve results.  Privately-held since 2003, EPIC Connections is a leading contact center professional services firm that delivers process improvement, performance management and technology services to organizations seeking to transform operations, increase agent productivity and realize significant savings through decisive action. EPIC’s senior professionals are experienced contact center industry veterans who draw upon the firm’s operations background to help leaders turn change into a strategic business asset and unlock value at every stage.  With EPIC Connections as your transformation partner, you’ll be ensured of a great result for you, your contact center and your company.  www.epicconnections.com

About NICE
NICE (Nasdaq:NICE) is the worldwide leading provider of both cloud and on-premises enterprise software solutions that empower organizations to make smarter decisions based on advanced analytics of structured and unstructured data. NICE helps organizations of all sizes deliver better customer service, ensure compliance, combat fraud and safeguard citizens. Over 25,000 organizations in more than 150 countries, including over 85 of the Fortune 100 companies, are using NICE solutions. www.nice.com

About SmartAction
SmartAction was founded as an artificial intelligence research company and has since evolved into the leading provider of AI-powered customer self-service solutions. Our cloud-based platform is built for enterprises to satisfy growing expectations for self-service. We focus on building an environment where intelligent virtual agents are handling complex customer requests in every medium – voice, SMS text, chat, social media, and mobile. This leaves call center agents with time to focus on more meaningful, human-only conversations. It is our goal to fundamentally improve the way customers communicate with the brands they love. www.smartaction.ai

More from the Blog

How to Select the Right UCaaS Provider

The way people work has changed, and with the increase of mobile, distributed teams, remote locations, and the use of software driving the demand for "always-on" cloud communications, forward-thinking companies of all sizes are turning to—proactively requesting, in...

read more