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Contact Center Outsourcing Firm EPIC Connections Selects inContact's Hosted Call Center Software

By Patrick Barnard, Group Managing Editor, TMCnet

EPIC Connections, a consultancy that specializes in matching the right contact center outsourcer to a company’s exact needs, has selected inContact as its preferred hosted call center technology provider.

The deal means EPIC Connections will now recommend, and deliver, inContact’s hosted call center software to its contact center outsourcing clients.

In a release inContact officials say the agreement will “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.”

Bill Pieper, president of EPIC, said the relationship “positions us to recommend a best-of-breed solution that our clients can trust."

Frank Maylett, executive vice president of sales and global alliances for inContact, said the deal will help inContact maximize its reach into the contact center outsourcing industry.

"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," he said.

inContact’s highly-scalable hosted call center platform offers a full suite of advanced call center applications which can be subscribed to as a whole or bundled in various combinations. This includes multi-channel ACD with intelligent or skills-based routing, IVR, call monitoring/recording, performance management, eLearning, training, coaching, workforce management and more. What’s more the company can deliver this service securely and with resiliency over its dedicated network.

With inContact’s hosted call center software, EPIC will be able to quickly set-up its contact center outsourcer clients with a full-featured call center software ecosystem without the need for on-site installation. In addition its clients won’t need to worry about additional maintenance or support costs, or the need to add more IT staff to support the system. As the hosted provider, inContact will take on full responsibility for application performance and reliability.

inContact also made news this week when it announced that Calif.-based Alameda Alliance for Health (Alliance) is now using its hosted call routing, IVR and outbound dialing solutions. The technology is expected to help the Alliance provide customer service to more than 110,000 members and 1,700 health care providers.