Improving customer engagement and satisfaction through better quality of service


    Reducing Customer Service costs by increase efficiency


    Driving sales by maximizing every sales opportunity

Latest Resources

Consumers vs Agents: Can the Gap be closed?

The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.

  • APAC Health Insurance Multichannel Customer Experience Study 2015

  • 2015 Eptica Multichannel Customer Experience Study

  • September 30, 2015

    The widening UK customer experience gap

    In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns. The rise of social media and increasingly demanding customers has changed all of this. In highly competitive markets brand...

  • September 28, 2015

    The evolution of contact center performance

    In the past contact centers were often viewed as a cost center, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently. As companies are becoming more customer-centric, this is approach is changing. Now businesses...

  • August 07, 2015

    Eptica continues expansion in H1 2015

    Eptica announces continued operational growth on SaaS solution across the first six months of 2015. Revenues and profitability were driven by increased customer numbers, particularly from companies adopting its Cloud based solution.

  • August 05, 2015

    APAC health insurers need to increase investment in multichannel customer experience

    Leading companies leave over half of consumer queries unanswered on digital channels. Despite the rising importance of multichannel customer experience, health insurers in the Asia Pacific region are still neglecting online channels, and are driving...