News & Insights by EPIC

Call Center Robotic Process Automation: Three Principles to Consider

Are you confused by all the hype around Robotic Process Automation?  Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey?  According to Harvard Business Review, “A recent survey indicates that about half of the S&P 500 will be replaced over the […]

AI Increases Self-Service Expectations: How You Should Respond

While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The emergence of popular digital assistants like Google Home, Alexa, and Siri ignited this shift. Machines had long been the death knell of customer service – we […]

Evaluating Call Center Companies: A Baseline Test

Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. EPIC Connections has helped companies across many industries seamlessly navigate the outsourcing partner selection and RFP process, identifying potential contenders and narrowing the list at every step of the process. Here is an eight-point baseline […]

Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact

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 […]

Cloud Communications: The Instrumental Enabler of the Mobile, Remote and Millennial-Dominated Workforce

The way we work is undoubtedly changing. Whether it’s a shift in the market or different business model, new generational trends, or updates in technology, these changes create a variety of communication challenges for organizations and their IT leaders. Employers are faced with supporting the workforce of the future and the challenges that come along […]

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