Global technology consultancy Altran, selects Eptica to increase online sales and cut customer service costs for Brazilian companies
16 December 2008: Multi-channel customer service solutions provider Eptica (www.eptica.com), has announced a partnership with Altran, the global technology and innovation consultancy. The agreement combines the expertise of both companies to deliver Eptica’s online customer service solutions to the Brazilian market. The partnership will enable organizations to accelerate online sales, improve service and cut customer service costs.
Eptica’s solutions include web self-service, email management and chat, underpinned by a self-learning customer service knowledge-base and semantic processing engine. By utilising Eptica, Brazilian businesses with online and contact centre operations can benefit from increased customer acquisition, reduced email handling times (up to 50%), reduced repeat emails (up to 25%) and significantly reduced email volumes by enabling customers to find the answers to their own questions online.
Allessandro Regente, Managing Director Altran CIS explained: “Eptica’s solutions will appeal to the demanding Brazilian market, for which it is critical to provide excellent customer service and reduce operational costs.”
“It is essential that we partner with an innovative company like Eptica. It allows us to deliver best of breed technology and services to give Brazilian businesses a competitive edge in an aggressive market” added Allessandro.
Brazil is South America's most influential country and an economic giant. According to a recent study published by eMarketer, Brazil is also the country with the third most broadband connections in the Americas, following the United States and Canada. This figure is expected to double before 2011. The rise in internet use also brings about a more confident consumer who will expect organisations to be able to respond to their sales and customer service questions efficiently, intuitively and knowledgeably. Organisations wishing to meet customer expectations and attract new customers’ will need to have the right systems in place to stay ahead.
Eptica’s technology optimises productivity and quality of service, by using a powerful semantic search engine and self-learning knowledge-base of customer service answers to automatically provide agents with the best replies for answering chat, email and telephone enquiries. Every interaction with the knowledge-base improves the relevance and freshness of content. Agents’ replies to in-bound queries can be used to automatically build a dynamic source of customer service information which customers can access easily online. Call and email volumes immediately decline as customers begin to find the answers they want without having to leave a company’s Web site. Crucially, organisations also gain unparalleled customer insight, and efficiencies, by using a single platform to manage multi-channel customer interaction.
Olivier Njamfa concluded: “Altran has become a global consultancy by delivering innovation through best-of-breed technology and solutions. It’s a strong endorsement for Eptica that Altran have selected our technology and expertise to help Brazilian businesses achieve better business performance in today’s multi-channel environment.”
Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2008 Deloitte Technology Fast 500 EMEA.
Thanks to its in-house or on-demand SaaS solutions, Eptica allows more than 200 companies to deliver consistent, managed service across all channels (web, email, chat, fax, letter and SMS). These web based applications enable dramatically improved customer experience and business effectiveness.
Eptica has many clients, including: Confused.com, Hotels.com, South East Water, Brent Council, Société Générale, La Redoute, ING, Barclays and DatingDirect.com.
Eptica has offices in the UK, France and Spain and operates worldwide through its network of partners. For more information please visit: www.eptica.com.
For further press information please contact:
Kate Smyth, JD Marketing
T: +44 (0) 20 8297 5388
Dee Roche, European Marketing Director Eptica
T: +44 (0) 11 8949 7797
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