EPIC Connections Joins NICE inContact DEVone Program to Provide Performance Improvement Services to Contact Centres

NICE inContact announced that EPIC Connections, a global professional services company, has joined the DEVone developer program and provides technology utilization and performance improvement services to contact centers on CXexchange, the most extensive technology ecosystem currently available in the customer experience market.

Products available on the CXexchange marketplace are designed to integrate with NICE inContact CXone™, the world’s No. 1 cloud customer experience platform.

Complementing NICE inContact CXone, EPIC Connections provides RapidCheck Assessment, implementation, and optimization services to help contact centers craft technology roadmaps, seamlessly deploy NICE inContact solutions, and enhance ROI on technology investments. EPIC is helping NICE inContact customers of all sizes build and execute comprehensive technology transformations by adding workforce- and operations-focused services to their NICE inContact solutions.

NICE inContact CXone empowers organizations to provide exceptional customer experiences by acting smarter and responding faster to ever-changing consumer expectations. To meet the needs of organizations of all sizes, CXone combines best-in-class Omnichannel Routing, Workforce Optimization, Analytics, Automation and Artificial Intelligence—all on an Open Cloud Foundation.

NICE inContact customers can use EPIC Connections enhancements to CXone to assess the current state of the contact center against industry benchmarks, and review best practices to enhance contact center performance.

  • RapidCheck Assessment: Benchmark objectives and build a strategic roadmap that aligns capability gaps with inContact technologies as well as processes for operational excellence and workforce management solutions
  • Implementation Services: Seamlessly deploy inContact applications, ensuring tight integration, testing, calibration, functionality, and team training
  • Optimization Services: Evaluate your inContact solution output and use data-driven optimization services to drive contact center KPI performance and higher ROI

“EPIC is excited to deepen our partnership with NICE inContact. As part of CXexchange, we look forward to serving additional customers, helping them perform a complete technology, workforce, and process transformation,” said Bill Pieper, President of EPIC Connections.

DEVone offers partners broad tools and resources to enable them to create new applications on CXone, including extensive documentation and support, and access to an online developer community. Companies interested in how EPIC Connections works with CXone can visit CXexchange to learn more and read reviews. CXexchange is a centralized, state-of-the-art marketplace for developers to market and sell their CXone-based applications.

“With steady demand and change driven by customer expectations, managers can benefit from assessment and consulting tools that identify ways to fine tune and optimize contact center operations,” said Paul Jarman, CEO of NICE inContact. “We welcome EPIC Connections as a DEVone partner.”