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Date : 09/16/2011

Eptica Positioned in Leading Analyst Firm’s Magic Quadrant for CRM Web Customer Service

Cambridge – 16 September 2011: Eptica has been positioned in Gartner’s 2011 Magic Quadrant for CRM Web Customer Service[1]. For the second consecutive year Eptica, the leading European provider of multichannel customer interaction software, is one of only 13 companies worldwide to be included in the Gartner Magic Quadrant for CRM Web Customer Service providers. Gartner evaluated vendors on their completeness of vision, ability to execute and differentiations in the market.

Eptica’s inclusion in the quadrant follows the company’s impressive and sustained growth of 26% in 2010 and sales increased by 22% in the first half of 2011.

According to Gartner "more than 82% of multichannel product buyers prefer a more comprehensive WCS suite, as opposed to a stand-alone single-channel or point-based product. The most often quoted technology reason is an attempt to avoid the problems, efforts and costs associated with trying to integrate multiple disparate channel solutions from a plethora of point-based product solution sets."

The Eptica Web Customer Service suite enables the deployment of multichannel customer interaction hubs, allowing a single system for email response management and knowledgebase to be used to support multiple channels, brands, suppliers and languages. Advanced detection, routing and business rules also enables the management of multi tier customer interaction for example between customers, retailers, suppliers and internal staff.Both on-premises and SaaS options are available from Eptica.

Eptica excels for its:

  • Self-learning knowledgebase, which can easily be rolled out across any channel, and uses every customer and agent interaction to fine-tune the link between enquiries and relevant answers
  • Ability to provide full track and trace visibility and multichannel recording of every interaction
  • The ability to record all cross-channel interactions within a single customer record, providing a complete view of customer interaction history
  • Mobile customer service can be leveraged as an inbound and outbound channel. Inquiries can be received by SMS and processed by agents in another channel. Self-service URLs can also be embedded within SMS text to point customers to specific information.


In 2011 Eptica launched its Social Media Interaction Management suite – the first fully integrated solution. It allows customer interactions via Facebook and Twitter to be integrated into an organisation’s existing customer service environment and managed like any other customer enquiry.

“To be recognised by Gartner in the 2011 Web Customer Service Magic Quadrant for the second year running is a fantastic achievement that really underlines the value our software provides customers,” said Olivier Njamfa, President and CEO, Eptica. “Our value is enabling businesses to take control and effectively manage customer interaction, including social media, so that they can be more efficient and deliver great service whichever channel their customers contact them"

Now in its 10th year, Eptica’s growth has been driven by product innovation and continued international expansion. Since the company’s launch in Asia, Eptica has gained several high profile customers including AirAsia, the region’s largest low-cost airline, and leading retailer Auchan China based in Shanghai.

Through the deployment of effective Web Customer Service, Eptica enables more than 350 organisations globally to enhance their customer service. On average, the company’s clients are able to reduce inbound contact and handling time by as much as 60% and improve first contact resolution to more than 90%.

About the Magic Quadrant The Magic Quadrant is copyrighted 2011 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.