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Eptica gains momentum in Europe
As the contact centre industry continues to grow Eptica continues to be selected by innovative companies looking to drive business growth and increase customer satisfaction in Europe. In the last quarter, Eptica significantly grew its presence in European markets with new business wins in the UK and France including mobile telecommunications company Mobal, Cogent, Expedia and LaRedoute. Eptica was selected in many cases because of its proven capability to offer rapid speed of implementation; its strong market expertise; and its best practice solutions and processes.
“The rate of sales growth in Europe has been unprecedented in 2007, and has occurred across all geographies and sectors,” explains Paul Barnes, Managing Director Eptica UK. “As internet use rises, to remain competitive and successfully grow their businesses, organisations in Europe are realising that their businesses require proven, online customer service solutions that can deliver value rapidly. The completeness and scalability of Eptica's applications and the support for achieving rapid return on investment is helping to provide our customers with a competitive edge in European markets, while allowing them to remain focused on their customers in terms of value and service.”
Mobile communications company Mobal, selected Eptica's Email Management solution to manage all in-bound customer email enquiries and Eptica SelfService to allow customers to access a structured knowledge base of FAQs. Georgia Thompson is the customer service project manager at Mobal: “Our business has grown considerably in the last 12 months and the level of enquiries we receive has grown too. We discovered that many of our in-bound telephone enquiries were the result of customers not being able to find relevant information on our website in the first instance. It was therefore essential that we had a strong knowledge base to allow our customers to access information for themselves online.” Eptica's solutions allow organisations to offer continual customer service. By allowing all types of online customer contact to be managed more effectively, whether that is offering interactive customer service and support via web self-service, email, chat, co-browsing, fax, letter, SMS; or building long-lasting personalised relationships with their clients, Eptica can help organisations to maximise the benefit of online growth.
Eptica is a leading provider of online customer service software. Eptica solution enable all aspects of online customer interactions to be managed more effectively, providing an enhanced experience for customers and a more efficient, flexible and powerful solution for the organisation. Eptica software comprises a number of modules with capabilities such as:
- Web self-service; enabling customers to get fast answers through FAQs and searchable knowledge bases
- Email management; automating simple responses and increasing agent effectiveness with the more complex
- Live interaction; enabling real time communication through a website
Eptica's software modules integrate seamlessly to create a unique self-learning effect where improvements made in one module ripple throughout all aspects of the online customer service solution.
Eptica has over 150 clients in many sectors such as:
- Financial Services: ING Direct, Barclays Bank, Société Générale,
- Public Sector: Brent Council
- Retail: La Redoute, IKEA, Carrefour
- Travel & Tourism: TUI, Opodo
- Utilities & Manufacturing: Renault, Total,Gaz de France
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