Improving customer engagement and satisfaction through better quality of service


    Reducing Customer Service costs by increasing efficiency


    Driving sales by maximizing every sales opportunity

Latest Resources

US Eptica Insurance Multichannel Customer Experience Study

We evaluated 100 leading US insurers, spread across ten sectors, on their ability to provide answers to routine questions via email, the web, chat, Facebook and Twitter...

  • UK 2016 Eptica Multichannel Customer Experience Study

  • Consumers vs Agents: Can the Gap be closed?

  • October 26, 2016

    6 factors driving contact center change

    With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. Reading through the results, six key conclusions stand out..

  • October 21, 2016

    3 ways for businesses to improve telephone customer service

    In a multichannel world, the telephone is no longer the default choice of consumers. However, it is still vital, particularly for more involved conversations. Yet new research from consumer group Which? shows that telephone customer service is failing to keep pace with customer needs.

  • October 06, 2016

    U.S. Insurers failing to deliver on digital customer experience

    Despite the growth of digital channels, insurers seem to be stuck in an analog world, unable to respond accurately, quickly or consistently to customer queries asked via the web, email, Twitter, Facebook or chat, according to new Eptica research.

  • June 08, 2016

    Eptica wins prestigious Customer Service awards in Asia Pacific

    Advanced linguistics technology and CEO recognized as leading the way in customer experience at the 5th International Customer Relationship Excellence Leadership Summit in Hong Kong. Organized by the Asia Pacific Customer Service Consortium (APCSC) ...