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Date : 11/20/2001

Eptica unveils M>WebTouch 4.0, the latest version of its e-CRM solution

The first leading Web Call Center solution to secure on-line customer interactions using SSL encryption technology

Eptica Enterprise Suite M>WebTouch is an innovative Web Call Center solution, conceived to help businesses offer live interactive customer service and support over the Internet. Developed by Eptica (a MATRAnet spin-off), M>WebTouch 4.0 provides companies with an unrivalled e-CRM tool enabling them to create, develop and manage in real-time their relationship with their customers, suppliers or partners via the Internet.

M>WebTouch is a modular solution offering: E-Mail Management, to efficiently manage incoming e-mails, Live Interaction, to interact with your customers via the Web using chat, Web page pushing, co-browsing or form-sharing, Profiling & Customer Behavior Analysis, to fully understand your customers, their needs and their expectations thanks to the module's tracking and profiling features.

This latest version of the Eptica Enterprise Suite M>WebTouch, available as of today, presents three key new features:

  • Eptica Enterprise Suite M>WebTouch is the first leading e-CRM solution to be HTTPS compliant. Both the agent's and customer's messages are encrypted using SSL technology, thereby ensuring data integrity and confidentiality when exchanging information over the Net during a chat or co-browsing session. Protecting customer privacy is essential to many business sectors. However, this new feature is particularly important for financial institutions that need to regularly communicate with their clients or partners over the Web and sometimes exchange sensitive data. Similarly, in a B2B context, thanks to M>WebTouch negotiations can now take place between two parties over the Internet without their being a security threat.
  • Eptica Enterprise Suite M>WebTouch is an entirely browser-based solution. In this new version 4.0 of M>WebTouch, the agent, supervisor and administrator interfaces are all 100% XML and are accessible via a basic Web browser such as Netscape or Microsoft Explorer. Hence, an organization can easily distribute, for example, its incoming emails amongst all its customer representatives, whether they be on location or at home. In the case of a temporary surge in incoming queries, a third-party outsourcer can be called upon to work on the same server at the same time, without having to do any specific installations on his machines. The solution therefore meets the strict requirements of a comprehensive distributed CRM solution.
  • Eptica Enterprise Suite M>WebTouch includes a set of APIs. These APIs facilitate the integration with third-party legacy applications and the existing IT environment. By using these programming interfaces, the standard query routing rules, amongst others, can be modified so that company-specific data is integrate into this process. For example, customers who have spent above a certain amount during a given period are considered 'Gold' customers and are therefore treated as such: their queries are directly routed to a specific pool of agents. Similarly, M>WebTouch can be programmed to use data managed by various back-office applications such as the customer's balance of account, geographic location, the history of past requests…

Moreover, thanks to M>WebTouch's multilingual features and distributed architecture, it can easily be implement globally.

Pricing:

  • M>WebTouch is available from 28 000 euros for 5 users

Technical requirements: M>WebTouch Server/Tracker:

  • Processor: Intel Pentium III 350 MHz minimum, 650 MHz recommended (Multiple CPUs supported)
  • Memory: 128 Mb minimum, 512 Mb recommended
  • Disk space: 150 Mo minimum, 1 Gb recommended (for the database)
  • OS: Windows NT 4 Server, Windows 2000 Server, or RedHat Linux 7.x
  • Database: Microsoft SQL Server 7, Oracle 8i, Sybase Adaptive Server, Informix, or IBM DB2

Agent, Supervisor and Administrator interfaces:

  • Microsoft Internet Explorer 5.x or a later version
  • Netscape Navigator 4.x or a later version
  • Any other Java-enabled browser

For the Web visitor:

  • Microsoft Internet Explorer 5.x or a later version
  • Netscape Navigator 4.x or a later version
  • Any other Java-enabled browser

About Eptica

Eptica is a leading provider of e-CRM software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with clients, suppliers or partners via the Internet. Eptica is a spin-off of MATRAnet, an EADS subsidiary. Its solution, the Eptica Enterprise Suite M>WebTouch, is distributed through its international network of partners to large companies such as DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com (Spain) and Assurdiscount.com (France).

Eptica Enterprise Suite M>WebTouch can be delivered through 3 modules:

  • E-Mail Management: efficiently manage a large number of incoming e-mails and provide your clients with fast, accurate, and personalized responses
  • Live Interaction: Interact with your customers via the Web using chat, Web page pushing, co-browsing or form-sharing
  • Profiling & Customer Behavior Analysis: Fully understand your customers, their needs and their expectations thanks to the module's tracking and profiling features

For further information, please visit our Web site: www.eptica.com