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The latest news from Eptica | Press Clippings

UK Businesses Struggling to Meet Customer Expectations

April 2020

UK businesses are failing to satisfactorily answer over a third (36%) of all routine queries asked on the web, email, Twitter and Facebook, with performance dropping by 5% since 2019...

Enghouse Systems expands product portfolio by acquiring software company Dialogic

January 2020

This acquisition strengthens the position of Eptica’s parent company, Enghouse Systems Limited, in the enterprise video and unified communications market segment.

Enghouse Systems Acquires Eptica S.A.

October 2019

Enghouse Systems Limited (TSX:ENGH) announced today it has acquired Eptica S.A. which is based in the Paris suburb of Boulogne, France.

Insurers neglecting customer service on digital channels, Eptica finds

September 2019

Insurers are the least trusted companies in the UK and are unable to answer over half of routine questions successfully, according to research commissioned by digital customer experience technology provider, Eptica.

Twitter and Facebook worst channels for retail customer experience, finds research by Eptica

May 2019

Retailers are neglecting social media when it comes to customer service, and are not listening to consumers to drive customer experience improvements, according to the 2019 Eptica Digital Trust Study.

79% of UK consumers will switch brand if trust breaks down

April 2019

New research finds trust is crucial to the customer experience and consumer loyalty. If it breaks down customers will simply leave. Building trust starts with getting the basics right and making it easy for customers, according to Eptica’s new study.

Facebook and web lead the way for UK customer experience - email and Twitter lag behind

March 2019

UK brands are undermining consumer trust and risking revenues by failing to deliver consistent, multichannel customer service, according to the 2019 Eptica Digital Trust Study.

Brands failing to listen effectively to Voice of the Customer, Eptica research finds

November 2018

While 78% of brands now measure customer satisfaction, most admit to failing to get real business insight from listening to the Voice of the Customer. That’s according to new research which found that less than a quarter...

UK customers now contact brands nearly half a billion times every month, costing organisations £1.227 billion

October 2018

Research finds consumers happy to adopt automated channels such as Alexa-style voice assistants, self-service and chatbots. New research highlights the growing volume of consumer queries that UK brands now need to handle...

UK consumers demand better, more detailed answers from brands - or they'll move to rivals

March 2018

Providing more detailed, personalised answers to consumer questions on their channel of choice is now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed by Eptica say...

Birmingham City Council puts knowledge at the heart of customer service with Eptica

November 2017

Birmingham City Council is delivering improved service to its 1.1 million citizens by using Eptica’s artificial intelligence-powered customer experience platform to respond consistently to the over 2.19 million emails and phone calls it handles annually

UK customer experience worsening as social media performance slumps

October 2017

Social media saw the biggest fall, potentially driven by its increasing use by consumers as a customer service channel. Just 34% of tweets and 35% of Facebook messages received a successful answer, despite 94% of companies advertising their Twitter...

Brands failing to deliver on chat customer experience

September 2017

Eptica Chat Study finds consumers increasingly want to use chat for customer service - 72% of consumers say chat use makes them more loyal, and nearly a third will use chatbots - but just 15% are always happy with experience…

UK insurance customer service worsening, with 68% of queries left unanswered on digital channels

June 2017

91% of consumers say good digital customer service from insurers makes them more loyal – yet the UK’s leading insurance companies fail to accurately answer more than two thirds (68%) of routine questions asked through the web, email, Twitter and Facebook.

Eptica included in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center

May 2017

For the fourth consecutive year Eptica has been included in Gartner Inc’s Magic Quadrant for the CRM Customer Engagement Center (CEC).

UK retail customer experience failing to improve with nearly 50% of queries left unanswered

March 2017

Even though 93% of consumers say they are more likely to buy if they receive a positive customer experience, UK retailers are struggling to deliver adequate, consistent service new Eptica research suggests.

U.S. Insurers failing to deliver on digital customer experience

October 2016

Despite the growth of digital channels, insurers seem to be stuck in an analog world, unable to respond accurately, quickly or consistently to customer queries asked via the web, email, Twitter, Facebook or chat, according to new Eptica research.

Eptica wins prestigious Customer Service awards in Asia Pacific

June 2016

Advanced linguistics technology and CEO recognized as leading the way in customer experience at the 5th International Customer Relationship Excellence Leadership Summit in Hong Kong. Organized by the Asia Pacific Customer Service Consortium (APCSC) ...

Eptica positioned among 14 customer relationship solutions providers by Gartner

May 2016

Eptica, provider of collaborative digital customer engagement platforms, announced today that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)” by Michael Maoz and Brian Manusama, May 4, 2016...

Eptica signs global partnership with SpiceCSM

May 2016

Eptica,the global multichannel customer interaction software company, today announced a global partnership with SpiceCSM, the leading provider of iPaaS (Integration Platform as a Service) Guided Process and Integration technology.

Email beats web for insurance customer service

April 2016

Insurers can answer under half (45%) of routine questions asked online, severely impacting the digital customer experience they deliver. However, 80% provide accurate responses to questions sent via email, according to new Eptica research.

Eptica unveils new strategy and branding, focused on enabling meaningful conversations between organizations and individuals

April 2016

Building on its heritage, this coincides with major expansion at the company, including the opening of its new, larger Paris headquarters and its new US office in Boston, Mass..

Facebook and email beat Twitter for retail sector customer service

March 2016

New retail study from Eptica finds growing inconsistency; UK retailers could successfully answer 59% of questions asked on Facebook, 55% on email and 45% on Twitter, although only 10% provided consistent responses across these three channels....

Social media outperforms email for customer service according to new research

March 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Twitter (48% success rate) and Facebook (44%) are both more...

Eptica announces 23% growth in Software as a Service orders in 2015

February 2016

2015 saw a 23% increase in its Software as a Service sales, along with major growth in its US and international operations. The company is now moving into its 15th year of operations, plans further expansion over the course of 2016...

British consumers dissatisfied with festive retail customer experience so far

December 2015

Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible...

U.S. consumers unhappy with Holiday retail customer experience in store and online

December 2015

US consumers are unsatisfied with the levels of customer service offered by retailers this Holiday season. Over a third (35%) are unhappy with the online experience, figures that rise to 40% in store. 18% of consumers complained that it was impossible..

Email beats social media as best channel for customer service in retail

November 2015

Email delivers the fastest and most accurate customer service in retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica..

Eptica continues expansion in H1 2015

August 2015

Eptica announces continued operational growth on SaaS solution across the first six months of 2015. Revenues and profitability were driven by increased customer numbers, particularly from companies adopting its Cloud based solution.

APAC health insurers need to increase investment in multichannel customer experience

August 2015

Leading companies leave over half of consumer queries unanswered on digital channels. Despite the rising importance of multichannel customer experience, health insurers in the Asia Pacific region are still neglecting online channels, and are driving...

Eptica positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

May 2015

Eptica announced that it has been included in Gartner Inc's "Magic Quadrant for the CRM Customer Engagement Center (CEC)" by Michael Maoz and Jim Davies, April 27, 2015. This marks the second consecutive year that Eptica has appeared in this report...

Insurers unable to adequately answer consumer questions online

April 2015

Eptica research finds multichannel customer service not improving within insurance; UK insurers are failing to deliver multichannel customer service to customers and prospects, answering just 40% of routine questions asked via the web, email and Twitter.

Eptica and Prosodie-Capgemini extend partnership internationally; Follows successful three years of omnichannel customer service collaboration

April 2015

By offering an integrated omnichannel solution capable of managing high volumes of interactions, the two technology partners have won major projects with several top French brands who wish to offer a more unified customer experience...

Brands risk customer churn by failing to understand consumers on digital channels

March 2015

Not being understood and companies that fail to acknowledge their feelings are the biggest consumer frustrations when dealing with brands through digital channels. 78% of UK consumers surveyed in Eptica research ranked getting a response...

UK retailers failing at email customer service but improving on Twitter

March 2015

Despite significant investment in digital channels, UK retailers are still only answering just over half of routine customer questions asked via the email, Twitter and web channels. According to the 2015 Eptica Multichannel Customer Experience Study...

Eptica achieves record annual revenues of $12m in 2014

March 2015

Eptica today announced record revenues of $12m in 2014. The profitable company continued 2013’s double digit growth which was driven by increasing global expansion, strong partnerships and a wider use of its software by existing customers..

UK brands leave over half of customer questions unanswered, according to new study

March 2015

UK brands are failing to improve the customer service they offer, answering under half of questions asked via the email, Twitter and web channels, according to a new study. Twitter is coming of age as a customer service channel...

The Works delivers busiest ever Christmas with Eptica

January 2015

Eptica today announced that fast growing UK retailer The Works increased efficiency and improved the customer experience during the crucial peak retail trading season by using its multichannel...

Over half UK shoppers can’t find basic information online

December 2014

Reading, 10 December 2014, Despite online sales expected to hit £4.7 billion this Christmas , retailers are still not providing the right customer experience on the web. 55% of UK shoppers say they cannot find basic information, such as delivery and ...

Concentrix and Eptica Sign Worldwide Partnership Agreement

November 2014

Reading, UK - November 4th, 2014 - Eptica, a global multichannel customer interaction software company, today announced a significant technology-use agreement with business services provider Concentrix Corporation, a wholly owned subsidiary of SYNNEX ...

Eptica continues double digit growth in Q3 2014

October 2014

Reading and Singapore, 31st October 2014, Global multichannel customer interaction software company Eptica today announced that its Q3 2014 revenue jumped 17% on the same period in 2013, bringing total revenue in the year to date to $8.42m (£5.24m) ...

Eptica accelerates growth in Q2 with largest ever quarterly revenues

July 2014

Reading and Singapore, 24th July 2014, Eptica today announced record revenues, with Q2 revenue up 30% on the same period in 2013 at $3.3 million (£1.97m). This accelerates the success of Q1 2014, bringing total revenues for H1 2014 to $6.48 million ...

UK retailers improving email customer service but failing to deliver on Twitter

July 2014

Reading, 2 July 2014: UK retailers are performing poorly on social media for customer service, but are becoming more effective at answering email enquiries. This is according to the Eptica Multichannel Customer Experience Study, which found that email ...

UK insurers failing to deliver channel choice to consumers

June 2014

Reading, 19 June 2014: UK insurers are struggling to cope with social media and online channels, responding accurately to less than 1 in 3 tweets and emails on average, according to the Eptica Multichannel Customer Experience Study. The research also...

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center

May 2014

Reading, Paris, Singapore – 15th May 2014: Eptica announced today that it has been named in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center” by Michael Maoz, April 24, 2014. Eptica was one of only two vendors to transition with the...

Eptica accelerates growth with record first quarter revenues

April 2014

Multichannel customer engagement software vendor increases quarterly turnover to $3.1 million and strengthens management team; Reading, 29th April 2014, Global multichannel customer interaction software company announced its highest ever Q1 revenue...

Partner News: Azzurri brings Eptica email and knowledge management capabilities to Callmedia contact centers

April 2014

London, 23rd April 2014: Azzurri Communications, the UK’s leading independent provider of cloud and managed communication services, has today launched the Eptica Connector for its Callmedia multi-channel contact centre solution. The Eptica Connector...

Twitter least effective customer service channel for UK brands, according to new study

March 2014

Reading, 25 March 2014: Many UK companies are still struggling to deliver adequate customer service through the web, email, social media and web chat channels, with Twitter performance particularly patchy according to a new study. Only 39% of companies...

Eptica grows global sales to $10.6m and increases revenues by 18% in 2013

January 2014

Reading 29 January 2014 Global multichannel customer interaction software company Eptica today announced record financial results. 2013 saw turnover increase by 18% to $10.6m (£6.5m), underpinned by growing demand for its innovative, linguistic-powered...

Eptica joins G-Cloud 4 to drive public sector Digital by Default agenda

December 2013

Multichannel customer interaction management solution enables public sector to manage growing volumes of digital requests; Reading, 11 December, 2013: Eptica today announced that its cloud-based multichannel customer interaction software has been...

Hastings Direct chooses Eptica’s Multi Channel Customer Email & Knowledge Management Platform

December 2013

Reading, 4 December 2013, fast growing insurance retailer Hastings Direct wants to enhance customer service and provide improved channel choice for its 1.3 million customers, while increasing efficiency across its contact centre operations by deploying...

Eptica launches advanced customer service software, powered by linguistic technology

November 2013

Reading, 19 November 2013, Eptica today launched Enterprise Suite 9.0, which transforms customer service by applying linguistics and natural language processing across all digital channels and languages. By using linguistic search, automatic language...

Mind Candy Supports over 80 Million Moshi Monsters with Eptica

September 2013

Enhancing the customer experience for children and parents online and offline across 150 territories around the globe; Reading, 24 September 2013, Family entertainment company Mind Candy is deploying Eptica’s multichannel customer service platform...

Mobile websites failing to deliver right experience to 52% of UK consumers

September 2013

Eptica study uncovers top 5 complaints about mobile customer experience; Reading, 19 September 2013 – 52% of consumers said that over half the websites they visited weren’t optimized for mobile devices, making it difficult to interact with companies...

Worldline and Eptica launch new unified multichannel interaction management platform in Europe

September 2013

Customer Service partnership announces Belgian banking industry Card Stop project as first joint customer; Paris, 17 September 2013 - Worldline, Atos subsidiary for e-payment services, and Eptica, global provider of multichannel customer interaction...

Easyroommate transforms multichannel customer service across 37 countries with Eptica

May 2013

Calls reduced by 75% through multilingual web self-service and email management Reading, 15 May 2013. Easyroommate, the world’s number one flatshare and houseshare website, has transformed the customer experience...

Eptica enables businesses to increase revenue from customer service with new Multichannel Customer Interaction Suite

April 2013

New features for knowledge based web chat, customer sentiment analysis, emotion-based routing and multichannel web self-service; Reading, 9 April 2013. Launched today, Eptica’s Multichannel Customer Interaction Suite 8.2 has been developed to help...

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

February 2013

Reading and Paris – 18 February 2013: Eptica announced today that it has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications. This marks the third consecutive year that Eptica...

UK insurers struggle to deliver online customer experience

February 2013

Study uncovers growing chasm between best and worst insurers across the web, email and social media channels with just 30% of emails answered successfully; Reading, 13 February 2013: Despite the need to overcome mounting competition...

Father Christmas scores above average for customer service

December 2012

Reading, 19 December 2012: Eptica’s analysis of the customer service provided by Father Christmas has found that while he is currently delivering an above average customer experience, there are areas he needs to address moving forward. Santa scored a...

Retail customers facing email black hole this Christmas

December 2012

Reading, 6 December 2012: In the run up to Christmas, UK retailers are frustrating shoppers with distinctly average customer service, according to a new study released today. Despite UK online Christmas sales expected to exceed £4.6 billion...

NHS Business Services Authority and Eptica win at Customer Contact Association Excellence Awards

November 2012

Reading 15 November 2012: Eptica, a leader in multichannel customer interaction management software and NHS Business Services Authority (NHS BSA), have won the Most Effective Use of Self Service category at the prestigious 2012 Customer Contact...

Eptica acquires Lingway ( for best in class Search and Social Sentiment software

November 2012

Paris and Reading 8th November 2012: Eptica, a leading provider of Multi channel Customer Interaction software, today announced the acquisition of multilingual semantic search engine and sentiment analysis software developer Lingway (

UK companies struggle to deliver online customer service

November 2012

Reading, 5 November 2012: UK consumers are being let down by second class customer service through the web, email and social media channels, according to a new study released today. 100 leading companies were evaluated on their ability to provide...

People’s Postcode Lottery hits the customer service jackpot

August 2012

Reading, 8 August 2012: People’s Postcode Lottery, Britain’s charity lottery, is increasing sales and delivering unrivalled customer service through the use of Eptica’s multi channel customer interaction software. Visitors to the company’s website...

Eptica wins Asia Pacific customer service excellence award

June 2012

Prestigious APCSC Social Media Customer Service accolade recognises innovation and success of AirAsia implementation Reading, Singapore and Hong Kong 14 June 2012: Eptica, a leader in multichannel customer interaction management software, has won...

Social media driving increased complaints, but companies deaf to customer questions

June 2012

Reading, 13 June 2012. Over a quarter (26%) of Britons are complaining more now they can use social media to communicate with companies – but organisations simply aren’t listening. 17.5% of their complaints are left unanswered and an enormous 83% of...

Bristol Water and Wessex Water invest in Eptica to drive customer service excellence

May 2012

Reading, 15th May 2012: Eptica, the leading European solution for Multi channel Customer Interaction Management, today announced that Bristol Wessex Billing Services Limited (BWBSL), the joint venture that handles billing customer service for Bristol...

Eptica raises £5.7 million in funding round and welcomes new investor Auriga Partners

April 2012

Reading, 19th April 2012: Eptica, the leading European solution for Multi channel Customer Interaction Management, today announced a new £5.7 million funding round, which will be used to strengthen product development and accelerate international...

NHS Business Services Authority increases customer service efficiency with Eptica

March 2012

Cambridge, 5 March 2012: The NHS Business Services Authority (NHSBSA), which provides critical central services to the NHS and general public, has transformed telephone customer service after implementing Eptica’s centralised knowledge management...

Eptica continues double digit growth in 2011 with 20% increase in global sales

February 2012

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...

Domestic & General Boosts Customer Satisfaction With Eptica Knowledgebase

January 2012

31 January 2012: Domestic & General, the UK’s leading warranty specialist, is enjoying the benefits from Fido, a centralised knowledge management system from Eptica across its two UK contact centres. Since the Eptica-powered system went live in 2011...

Dixons Retail’s KNOWHOW delivers the knowledge this Christmas with Eptica

December 2011

Cambridge, 6 December 2011: This Christmas, Dixons Retail, one of Europe’s largest specialist electrical and computing retailers, is underpinning its strategy to enhance its services-led business with the deployment of Eptica’s intelligent, multi...

Eptica and Ageas Insurance win at Customer Contact Association Excellence Awards

November 2011

Cambridge 28 November 2011: Eptica, a leader in multichannel customer interaction management software and Ageas Insurance Solutions (AIS), a leading personal lines insurance broker have won the Best Technology Partnership category at the prestigious...

46 per cent of online shoppers will leave purchases to the last minute this Christmas

November 2011

Cambridge 23 November 2011: Nearly half (46%) of UK shoppers will be doing last minute online shopping in the week leading up to 25 December this year, but over two thirds (67.3%) don’t trust retailers to deliver gifts before the big day according to...

Eptica customers win prestigious customer service international awards

October 2011

Cambridge 18 October 2011: Customer service innovation across the world has been highlighted at the 2011 Eptica Awards, held as part of Eptica’s International Customer Service Summit. Dixons, AirAsia and Ageas received awards for service transformation...

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

September 2011

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...

Demand for Eptica’s Multichannel Customer Service Software Triggers 22% Surge in Sales

September 2011

Cambridge – 6 September 2011: Eptica, a leader in multi-channel customer interaction management software, today announced a record 22% growth in sales for the first half of 2011. The upturn is being driven by the growing number of businesses looking to...

Eptica Helps RSPCA Cut Response Times for Animal Cruelty from 2 days to 20 minutes

July 2011

Cambridge – 12 July 2011: The Royal Society for the Prevention of Cruelty to Animals (RSPCA) has slashed the time it takes to respond to animal cruelty cases reported online from days down to a matter of minutes, by enabling people to report cases...

UK Consumers Facing Service Black Hole with Every Online Purchase

June 2011

Cambridge – 14 June 2011: Despite challenging economic times, UK online businesses are failing to recognise that customer service is king. A revealing new report - The 2011 Eptica UK Multichannel Customer Service Study – lays bare the gulf in customer...

Eptica and AGEAS Insurance Solutions Win at FST Awards

May 2011

Cambridge – 31 May 2011: Eptica, a leader in multi-channel customer interaction management software, and Ageas Insurance Solutions (AIS), a leading personal lines insurance broker, have won the Best use of IT in insurance and Best use of CRM technology...

Eptica Enables AirAsia to Reach New Heights for Social Customer Service

April 2011

Cambridge – April 2011: AirAsia, the world’s best low-cost airline, is working with Eptica, a leader in multi-channel customer interaction management software, to put customer service at the heart of its online and social media strategy...

Eptica Celebrates Accelerated Growth in Year end Results

March 2011

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...

Eptica launches industry’s first fully integrated Social Customer Service Suite

February 2011

Cambridge – 26 February 2011: Eptica, today unveiled Version 8 of its multi-channel customer interaction suite including the industry’s first fully integrated social media interaction platform, giving companies an unparalleled way to listen, respond...

Ageas Insurance Solutions Transforms Insurance Customer Service with Eptica

January 2011

Eptica’s Multichannel customer service workflow platform delivers 50% increase in efficiency and more than 95% First Contact Resolution rate for leading insurer Ageas Insurance Solutions (AIS), the leading personal lines insurance broker and part of...