Friday, September 17, 2010

Leading Business Process Outsourcing Consultant EPIC Connections Partners with inContact as Its Preferred Cloud-Based Call Center Technology Provider

inContact , the market leader in on-demand call center software and call center agent optimization tools, announced today that EPIC Connections, an experienced industry leader in business process outsourcing (BPO) consulting, has partnered with inContact to be the preferred hosted call center technology provider for its clients and its outsourcers. The strategic relationship will enable both companies to expand their reach in the global call center outsourcing industry and provide a full suite of solutions for their clients.

The new strategic partnership expands the technology offerings available to EPIC when aligning clients with an outsourced call center provider, while increasing the number of business opportunities for inContact. EPIC can now provide its clients with inContact's hosted technology to reduce costs, eliminate on-site installation, scale to accommodate seasonal call volumes, easily support home agents, and provide other benefits that may not be available from premises-based call center infrastructure.

In addition, inContact's cloud-based call routing and workforce optimization portfolio enables EPIC, and other clients, to simply and cost-effectively extend their technology to an outsourced call center, providing a common set of operational processes and full visibility into outsourcer activity. This flexibility will equip EPIC with a solution for its clients that seamlessly combines in-house and outsourced customer support using the same call center software and monitoring solutions.

EPIC Connections has provided a no-cost service assisting clients with their customer contact initiatives since 2003, by applying a consultative approach to outsourcing. With more than 175 business process outsourcing providers in its global network, EPIC's footprint extends to all regions of the world, providing onshore, near shore and offshore solutions to its clients. The co-marketing activities between EPIC and inContact will expand the service offering to all additional opportunities in the outsourced call center space.

"There is a clear shift in the marketplace to hosted call center technology because of the cost, maintenance and functionality advantages. inContact is playing a key role in driving that momentum because of their platform's reliability, versatility and ease of use," said Bill Pieper, President of EPIC. "This relationship positions us to recommend a best-of-breed solution that our clients can trust."

"Due to our leadership status in the cloud-based call center software industry, companies of all kinds are turning to inContact to help power and enable their cloud-based initiatives, and EPIC occupies an interesting focus within the channel with its focus on outsourcers," said Frank Maylett, inContact Executive Vice President of Sales and Global Alliances. "With their years of experience in the outsourced call center market, and enormous reach within the industry, our partnership with EPIC will help us maximize our reach to that sector of the industry."

About EPIC Connections

Since 2003, EPIC Connections has been assisting companies with their customer contact initiatives by applying a consultative approach to outsourcing. EPIC assesses a company's outsourcing goals and objectives and aligns those with a best in class call center outsourcing provider. EPIC's mission is to provide superior customer service and sales support that will build brand loyalty, customer satisfaction, and profitability, while allowing its clients to focus on their core business. With more than 175 BPO providers in its global network, EPIC's solutions help take the guesswork out of choosing the right customer contact provider and align clients with the partner that best fits their needs.

About inContact

inContact helps call centers around the globe create profitable customer experiences through its powerful portfolio of cloud-based call center software solutions. The company's services and solutions enable call centers to operate more efficiently, optimize the cost and quality of every customer interaction, create new pathways to profit, and ensure ongoing customer-centric business improvement and growth. To learn more, visit

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