You are here

Consumers want you to be contactable on their channel of choice and will judge you by the ones that you offer, so cover all your target demographics and be driven by customer requirements.

Eptica Fax-Letter-SMS™ is a dedicated solution specialized in managing customer queries sent by fax, letter or SMS, recovering time and reducing costs spent on manually processing inbound those channels.

Eptica Fax-Letter-SMS automatically routes incoming fax, scanned letters and text messages to agents as inbound emails for fast, efficient processing. Agents can reply to the customer using the original channel of choice or can also easily leverage different or multiple contact methods for responses, e.g. by replying to urgent letters by fax, or informing customers by SMS that their request has been processed.

By digitally managing correspondence, we’ve been able to minimize processing time and costs, and ensured that every communication is automatically recorded and tracked. Eptica’s technology has helped us to improve efficiency, enhance the experience for our customers and differentiate on price and service in today’s hyper competitive climate.

Head of Call Centre, Ageas

Key information such as customer details, account number and reservation dates can be extracted from the image of any fax, scanned document or SMS and used to pre populate fields in applications such as Eptica Email Management™ and your reservation and CRM systems.

Flexible and sophisticated workflow enables fax, letters and SMS to be routed as emails and prioritized according to criteria, for example as guest arrival dates on a holiday booking form.  Most importantly, Eptica Fax-Letter-SMS enables you to operate the most effective enquiry handling process for your business.

Used in conjunction with Eptica Email Management for pre-defined email response templates and a dynamic, self-learning knowledge base, Eptica Fax-Letter-SMS can boost agent productivity, cut response times and ensure all agents are delivering high-quality, accurate answers. Agents can also access details of customers’ previous interactions for more effective customer engagement.


  • 1

    Boost agent efficiency by minimize processing and response time, leverage multiple contact methods for responses

  • 2

    Improve quality: remove human error associated with manual data entry

  • 3

    Save time: minimize incoming fax, scanned letters and text message processing and response times

  • 4

    Increase business efficiency: apply sophisticated workflow, response rules and tracking to offline enquiries

Additional Features

Fax/SMS Gateways

Eptica interfaces with all standard Fax/SMS gateways capable of generating an email containing the customer's query in text format and/or as a TIFF attachment.

Data extraction solution for letters

Eptica Fax-Letter-SMS works with your existing third party technologies enabling it to fully analyze and qualify each query and ensure it are processed efficiently and quickly. There are many different technologies on the market capable of scanning and automatically extracting data from paper documents. They vary from simply scanning a document and generating a TIFF attachment, to being able to recognize the type of document and extract the data accordingly leveraging technologies such as OCR, IWR and ADR.