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: 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.
July 01, 2015
Last week UK government body HMRC said that it would spend an additional £45m to improve customer service for taxpayers. The money will be used to employ 3,000 more customer-facing staff, with a further 2,000 existing employees moved temporarily to help with the forthcoming tax...
June 26, 2015
Customers are becoming ever-more demanding, across every channel, while competition has never been fiercer. All of these factors mean that the customer experience is now central to winning and retaining business for organizations of all sizes. Customer service is now everyone’s job, from...
May 19, 2015
Eptica announced that it has been included in Gartner Inc's "Magic Quadrant for the CRM Customer Engagement Center (CEC)" by Michael Maoz and Jim Davies, April 27, 2015. This marks the second consecutive year that Eptica has appeared in this report...
April 30, 2015
Eptica research finds multichannel customer service not improving within insurance; UK insurers are failing to deliver multichannel customer service to customers and prospects, answering just 40% of routine questions asked via the web, email and Twitter.