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Date : 11/10/2008

Eptica appoints Dee Roche as European Marketing Director

Eptica, the leading provider of multi-channel customer interaction software and specialist in web self-service and email management has appointed Dee Roche as marketing director for Europe. Despite the current economic climate Eptica has experienced accelerated growth within its core UK and French markets, with companies such as Confused.com, ING and Hotels.com adopting Eptica technology to increase first contact resolution, improve online service and increase online sales.

The appointment of Dee Roche will support Eptica's drive into new European markets. Roche has a reputation as an opinion leader on best practice online customer service and brings a deep understanding of multi-channel e-commerce.

“By using Eptica technology, organisations are able to integrate customer interaction across their entire web and contact centre customer service channels: Using a single centralised knowledge base and workflow to manage online self-service and email enquiries, end-to-end, even when customers cross from one channel to another,” explains Roche.

“Crucially, contact centres can take advantage of technology normally utilised by advanced search and web self-service systems. This means that contact centres can take charge of reducing web generated emails and migrate easily to online self-service in the future - simply by making the systems knowledge base accessible and searchable online.” concludes Roche.

Eptica believes that contact centres are best placed to drive the content for web self-service. Customer service agents are on the frontline, dealing with customers - they know what questions customers need answers for. Every interaction with the Eptica knowledge base enhances the quality and relevance of content: including agents answering phone calls, handling chat sessions, answering emails and searches made on the knowledge base. It's only a one click action on the part of agents to highlight questions needing content. Improving the quality of customer service information delivered across all channels reduces cost and enables customer service to run more efficiently - customers do not need to send repeat emails, or make multiple phone calls, when they get a complete first time resolution to their enquiry.

Olivier Njamfa, CEO at Eptica concludes: “Dee has cultivated a vast amount of experience and will play a crucial role in driving awareness of Eptica's customer interaction solutions, services and expertise across Europe. We are bringing together the best people and technology to ensure that both Eptica and our customers are distinguished for delivering efficient high quality service.”