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.
October 06, 2015
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
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 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
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...