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Eptica Celebrates Accelerated Growth in Year end Results
The number one multi-channel customer interaction management software provider leads the charge with 26% growth, international expansion, and integration of social media into its next generation software
Cambridge – March 2011: Eptica, a leader in multi-channel customer interaction management software today revealed the company’s year-on-year growth accelerated from 17% in 2009 to 26% in 2010, achieving a net profit of 12%. Eptica’s continued growth is driven by the increasing number of organisations investing in its technology in order to improve customer service quality and sales. Eptica’s software enables organisations to dramatically lower their service costs and better meet consumers’ demand for good service, whichever channel they contact them through.
“We’ve achieved impressive growth of 300% over the last five years, with the UK and Asia becoming major growth markets for us,” explained Olivier Njamfa, CEO of Eptica. “With the integration of social media as a service channel into our next generation of software, we remain at the cutting edge of technology by anticipating the needs of our customers in the world of web 2.0.”
Ranked alongside American leaders SAP, RightNow, eGain and Oracle in Gartner’s Web Customer Service Magic Quadrant, Eptica’s success is underlined by 100% organic growth. In 2010 the company won 50 new clients, taking its global portfolio to 330, including high profile brands like Virgin Holidays, TUI, Dixons, Toys R Us, Panasonic, Eurosport and the leading low-cost airline Air Asia.
80% of Eptica’s clients implemented Eptica Email Management, combined with Eptica Self Service, which are powered by an intelligent meaning based search engine and self-learning knowledge base. The software allows customers to answer their own service and sales questions through a company’s website and get fast, accurate answers through the company’s email channel. Together they enable organisations to reduce call volumes by approximately 30% and email handling times and costs by an average of 50%, while delivering more efficient service in the customers’ channel of choice.
2010 has also seen significant demand for Eptica’s Enterprise Agent solution, which allows companies to align the handling of customer enquiries to key business processes based on predefined and bespoke business rules, such as the customer’s location and nature of enquiry. Non contact centre staff, such as a company’s internal specialists or sales channel, can respond to customer enquiries assisted by Eptica’s workflow, knowledgebase tools and an integrated view of the customer’s previous interactions with the company. Non contact centre staff receive an email alert which links them to Eptica to manage the enquiry. This ensures the contact centre maintains full service level tracking and recording of all enquiries and obtains a holistic view of customer interactions.
Strong international growth With operations in five countries UK, France, Spain, Canada and Singapore, International sales have grown year on year since 2008 from 5% to 34% of Eptica’s turnover in 2010 –with UK sales increasing by 170% in this period.
Together with four partners in Hong Kong, Malaysia, Singapore and Australia, and multi-lingual solutions available in Chinese, Korean - and a Japanese version due to be released - Eptica has achieved strong market penetration for its Web customer service solutions in Asia.
2011 – the year of incorporating social media as a service channel 2011 will be marked by the launch of a major new version of Eptica’s multi-channel customer interaction management suite, which will feature social media as a service channel.
“The launch of Eptica’s Enterprise Suite V8.0 marks a new generation of customer interaction management by incorporating social media as a properly managed channel of customer service channel including networks such as Facebook, Twitter and blogs. By giving clients next generation customer service platforms, we are at the cutting edge of technology and anticipate strong growth on a global scale. To sustain this dynamic we are already making plans to recruit around 15 new partners in the UK, France and in Asia this year,” concluded Olivier Njamfa.