hh
Webcast March
Tuesday, 8th March 2011, 1.30 - 2.00pm

Social Media Success – How to make Facebook a real channel of Customer Service
Facebook has revolutionized the way people interact socially. It can also transform how you deliver customer service. Register now for an introduction to the power of Eptica Social Media Interaction Management and see how you can make Facebook an integrated channel of customer service.

“By 2013, at least 35% of customer service centres will integrate some form of community/social capabilities as part of the contact center solution” Gartner.

Eptica is positioned in the Gartner Web Customer Service Magic Quadrant 2010

Are you listening to the voice of your customers on Social Media?
Now you can improve customer satisfaction and sales by letting your customers contact you for service through Facebook. After all, it’s the fastest growing community in the world.

Ageas shortlisted for FST Award
Congratulations to Eptica customer Ageas Insurance Solutions, which has been shortlisted in two categories in the prestigious Financial Sector Technology (FST) Awards. Its eStream Service Transformation project, powered by Eptica, has been selected in both the Best Use of IT in Insurance and Best Use of CRM Technology categories.

Eptica accelerates growth in 2010

Eptica enjoyed its most successful year yet in 2010, with revenues increasing 26 per cent and new customers joining at the rate of four per month. It was also the year that Eptica entered Gartner’s Magic Quadrant for Web Customer Service highlighting Eptica’s continuing innovation and strong performance.

Welcome to recent new clients Cloggs, AirAisia, Direct Wines, Domestic and General, BGL Group, Eurosportbet, RSPCA, Sega Europe, YouView TV, EasyRoomMate.com, Thomas Cook, Go voyage, Futuroscope, Viadeo, Toy'R' Us, UPSA, Le Figaro, Matelsom, Arval, Rue du Commerce, Virgin Holidays,...

2011 sees Eptica celebrate ten years of technology innovation – look out for details of the Eptica Birthday Customer Summit to be held in Paris in September.

Contact us
Cambridge Office
T: 01223 370 100

Reading Office
T: 01189 497 072

www.eptica.com

hh
Eptica Powers Social Customer Service
February sees the launch of the latest release of Eptica’s Multichannel Customer Interaction Suite incorporating Social Media as a fully integrated channel of customer service. Version 8 is the most powerful and comprehensive release of Eptica’s software yet and it will enable you to deliver an unparalleled customer experience  whichever channel your customers contact you through - including social media. Eptica introduces these powerful new features:

• Eptica Social Media Interaction Management
• Third generation enterprise-wide customer interaction workflow engine

A New Era for Customer Service
Social Media provides an incredible opportunity to get closer to your customers – but is also a place where complaints can quickly escalate outside your control. With Eptica Social Media Interaction Management you can listen, respond and interact with what your customers and prospects are saying on social media, for the first time enabling it as an integrated service channel.

See how Eptica seamlessly integrates social media enquiries into the customer service environment to be processed like any other enquiry. There are three key features to Eptica Social Media Interaction Management:

• Eptica Social Media Observer. Automatic monitoring enables companies to cut through the social media noise and quickly identify important conversations that they need to join
• Eptica Facebook Interaction Portal seamlessly integrates social media into your overall multichannel strategy
• Eptica Third Generation Customer Interaction Workflow ensures the right people in your organisation are engaged in delivering the best response - including marketing, customer service and experts within your organisation.

Eptica Social Media Interaction Management enables you to embrace social media with confidence and control, creating a valuable new channel to your audiences. We call it Social Customer Service and it is integral to Eptica 8.

To see a demo call 01223 370100 or email us here.

Eptica Enables AirAsia to Reach New Heights for Social Customer Service

With the help of Eptica, AirAsia, the world’s largest low-cost airline, is putting customer service at the heart of its social media strategy. AirAsia has integrated Eptica’s customer Self-service software for social media sites into the company’s Facebook pages so that users of the social networking site can ask questions directly from Facebook and receive the information they need through that channel.

3rd Generation Customer Interaction Workflow
Delivering outstanding customer service requires the skills and knowledge of the entire organisation, not just the contact centre. Eptica V8 recognises this and is built on a powerful, third generation workflow engine. This combines sophisticated rules, tailored to your business processes, that can automatically route queries to anyone in your organisation, track progress, record interactions and manage the entire conversation lifecycle.

With Regards from all at Eptica

55
Eptica sponsors:
Social Media & Mobile Engagement Directors Forum
"How to create strategies and operations for social media."
3rd March 2011, Gallup Conference Centre, London. It’s free to all customer service professionals to register.  Don’t miss out - to secure your place register here

Eptica sponsors:
Institute of Customer Service Conference 2011
Customer service: the business imperitive 22–23 March 2011 at the London Marriott Hotel, Grosvenor Square, London. Click here to find out more

Top Tweets

Brits behind a third of all European online shopping
http://bit.ly/eZ9t07

Gulf between good and poor call centres to widen
http://bit.ly/gLCIh9

Multi-channel operations boost shopper spend, finds Deloitte
http://bit.ly/gjaqGw

Google responds to ranking loophole that rewards poor service
http://bit.ly/g9bIQD

Top ten tips for taking pressure off the call centre
http://bit.ly/gJXWSu

Keep up to date with our news on Facebook and industry news on Twitter:

Eptica in the news:

Eptica: Eptica Celebrates Accelerated Growth in Year end Results

Ageas Insurance Solutions transforms insurance customer service with Eptica

Gartner’s Magic Quadrant for Web Customer Service - Eptica Recognised

Eptica Self-service Enhancement Helps Identify New Revenue Streams

Case Studies

Haven Holidays
Panasonic Case Study

Eptica around the world
Today more than 330 customers, including some of the world's largest brands, in 15 countries, rely on Eptica software to deliver excellent customer service at much lower cost.

Product Demo
Contact us today to find out how Eptica can help you to improve your enterprise-wide multi channel customer service

Eptica Products | Web Self-service | Social Media | Email Management | Contact Assistant | Fax-Letter-SMS | Analytics