As a NICE inContact partner since 2010, EPIC Connections has continuously evolved its service offerings to meet the needs of NICE inContact clients. Recently, EPIC was recognized by inContact as a GOLD Certified Implementation Partner for providing high quality technology implementation services to contact centers on CXone.

The NICE inContact GOLD Implementation Partner Status is awarded to those Partners who consistently demonstrate the highest degree of proficiency with NICE inContact’s suite of products, standards and customer expectations. For Partners to achieve GOLD Status, Implementation Partners are required to maintain scores of 80% or higher for overall Customer Satisfaction and overall Quality Assurance.  GOLD Status Implementation Partners are eligible to implement large, complex, enterprise-size customers.

EPIC’s services extend before and after the technology implementation for many clients. As a global professional services company, EPIC Connections’ mission is to design and deploy the contact center for the future. To that end, EPIC offers benchmarking services, certified implementation services, and optimization services to help contact centers craft technology roadmaps, seamlessly deploy NICE inContact solutions, and enhance ROI on technology investments. EPIC helps NICE inContact customers of all sizes build and execute comprehensive technology transformations by adding workforce and operations-focused services to their NICE inContact solutions.

Current and prospective NICE inContact customers can engage with EPIC Connections for any or all of the following services:

  • Benchmarking Assessment:  Benchmark operational effectiveness and build a strategic roadmap that aligns business requirements with NICE inContact technologies, identify current technology and operational gaps, identify process improvements for operational excellence, and provide workforce optimization solutions.
  • Certified Implementation Services: Determine customer business requirements and seamlessly deploy NICE inContact applications, ensuring best practice solution deployment, tight integration with client systems, comprehensive testing, user training, and go-live support.
  • Optimization Services: Evaluate the NICE inContact solution utilization and use data-driven optimization services to drive contact center KPI performance and higher ROI.

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