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Eptica continues double digit growth in 2011 with 20% increase in global sales
Debenhams and Direct Wines among new customers in the UK
Cambridge 6th February 2012: Eptica, the leading European solution for Multi channel Customer Interaction Management, today announced it achieved major growth in 2011. Consolidated turnover grew by 20 per cent to $US 9 million. The company signed 26 new customers including Debenhams, TUI UK, New Look, Direct Wines and Travel Jigsaw, which helped its UK sales to increase by 17%.
Eptica’s growth demonstrates the strength of its customer interaction suite which increases revenues, reduces costs and improves quality of service by making customer service more efficient and joined-up across a company’s many customer channels, including the Internet, social media and mobile devices.
In 2011 Eptica’s international revenues increased to 40% of turnover, with Asia contributing 6% of the company’s sales, helped by new customers including leading retailer Auchan (China).
Additionally, an increasing number of existing customers, including AirAsia and leading retailers Vertbaudet, Fnac and La Redoute rely on Eptica’s Social Media Interaction Management Suite to manage these vital new customer service channels.
Eptica software, such as Eptica Email Management and multi channel customer Self-service, share a common customer interaction management workflow and self-learning knowledge base. This allows companies to implement Eptica on one service channel, with the ability to easily roll it out and expand its use across other customer service channels in the future. In 2011, Eptica launched a new version of its multi channel platform, which allows customer interactions via Facebook and Twitter to be integrated and managed efficiently within an organisations existing customer service environment.
Eptica’s technology and market leadership is also recognised by inclusion in the Gartner Web Customer Service Quadrant for the second successive year.
“Our 2011 growth shows the strength of Eptica’s market strategy and how our software helps improve the quality and efficiency of customer service for organisations around the world,” said Olivier Njamfa, CEO and President, Eptica. “By integrating powerful social media capabilities within Eptica we are enabling businesses to extend customer service to ensure they have an integrated presence across all the channels where their customers are active, whether that is the web, mobile, Facebook or other social media networks. In 2012 companies will look at strengthening customer service by joining up all of their operations to ensure they are both efficient and meeting customer needs. Consequently we expect investment to continue and lead to double digit growth for us in 2012.”
Eptica’s software is delivered either through on-premise or Cloud-based implementations, with the flexibility of the Cloud reflected in a 42% growth in such implementations, compared to 2010.
As part of its growth plans for 2012, Eptica is accelerating investment in its partner programme in order to meet increasing global demand, particularly from the US and Canadian markets.
“As Eptica grows and expands into new regions, partners play an increasingly important role in our wider ecosystem” said Olivier Njamfa, CEO and President, Eptica. “Consequently we are committed to growing our partner network and are investing in our ability to provide support and help to ensure they add value and generate new opportunities. This is particularly true in North America, where we are seeing an increasing number of new prospects from the US and Canada who want to reap the benefits of Eptica’s technology.”