Eptica positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
The 2015 Eptica Multichannel Experience study
Transforming Customer Engagement in a Multichannel World
Multichannel solution for Customer Interaction Management
Consumers vs Agents: The Growing Customer Experience Gap
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.
April 24, 2015
Benchmarking against competitors and leaders in other sectors is all part of improving customer experience. However we live in an increasingly global marketplace, meaning that organizations need to learn from leaders across the world if they are to thrive. Obviously ideas have to match local...
April 21, 2015
In a previous blog post I highlighted the growing gap between customers and companies, and how this lack of understanding is undermining efforts to improve customer experience.This was demonstrated by the Eptica Study: The Power of Linguistics in Customer Service. Based on research with...
April 21, 2015
Eptica and Prosodie-Capgemini extend partnership internationally; Follows successful three years of omnichannel customer service collaboration
By offering an integrated omnichannel solution capable of managing high volumes of interactions, the two technology partners have won major projects with several top French brands who wish to offer a more unified customer experience...
March 26, 2015
Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response...