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

  • October 06, 2015

    How to prevent utility customer service delivering a shock

    Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. The top performing utility (SSE) received just 47 complaints per 100,000 customers, yet another had 944 – over 20 times more. A further four companies had over 400...

  • October 05, 2015

    Linguistics – the key to customer centricity in APAC

    In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Research backs up this need for empathy. An Eptica study found that 78% of consumers said they had been frustrated by responses that didn’t...

  • 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...