The multi channel customer interaction solutions provider concludes 2009 with a positive balance sheet growth rate of 20%
Eptica (www.eptica.com), the European provider of multichannel and multilingual customer interaction software, concluded 2009 with a 20% growth in turnover and an increase in consolidated profit of 10%. The company signed an average of three new customers per month throughout the year including leading brands such as Republic, Haven Holidays, Fortis Insurance, Viking Direct, Go Compare and Virgin Holidays.
Eptica was also one of only a few online customer interaction solution providers to feature on the Deloitte Technology Fast500 EMEA 2009 of fastest growing technology companies. Paul Barnes, Managing Director of Eptica UK and Ireland, commented: “This is the third consecutive year that Eptica has been ranked in the Deloitte Technology Fast500 and is a result of our continuous 370% growth over the last 6 years.”
Eptica is seeing increased demand for its comprehensive suite of self-learning multichannel customer service software as increased competition and economic factors drive more organisations to improve customer service, reduce costs and increase sales. Eptica’s Web Self-service and email management software is proven to reduce inbound customer contact and email handling time by as much as 60%. It can furthermore improve first contact resolution via a company’s email channel by more than 90%.
On a global scale, close to 25% of Eptica’s turnover came from international territories. Eptica’s solution, available in 26 languages including Chinese, was implemented by international companies such as ING Direct and FNAC Italy, Venca Spain and Hong Kong’s Health Department. “International turnover has risen quite dramatically in the last 3 years - rising from 5% to 25%.” added Paul.
Eptica also enables European organisations to manage multi language online self-service and email enquiries using a single hosted solution. The technology is ideally suited for companies with inhouse and outsourced customer service operations, across multiple outsourcers and countries, enabling them to manage customer contact using a single, centralised, hosted solution - thus providing improved workflow efficiency, significantly reduced costs and the ability to achieve complete visibility of every enquiry. Companies such as Hotels.com, Pixmania and the global online gaming distributor, Gametap are amongst those already utilising Eptica’s Multi lingual eService solution.
Typically, less than 10% of online customers using Eptica Self-service will go on to submit an enquiry by email, thereby dramatically reducing the volume of incoming enquiries requiring a response. Both Eptica Self-service and Email Management utilise an advanced ‘meaning based’ search engine and centralised self-learning knowledgebase. The technology accurately analyses the text of inbound customer enquiries, routes them to the appropriate customer services agent and provides them with the ‘best answer’. Consequently, agents are able to increase productivity and reply to customers quickly, accurately and more effectively.
Eptica’s software also enables contact centres to take an active part in controlling inbound enquiries. As agents encounter new questions they can use a ‘one-click’ action to flag them as needing an answer to be quickly added to the system’s knowledge base and made available to customers via online self-service. This allows a company’s Web site and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.
“Poor customer service costs the UK market billions of pounds in lost revenue every year and, especially with recent studies indicating that the UK has one of the lowest levels of customer loyalty in Europe, no business can afford lower its customer satisfaction.” Said Paul. “Eptica has a proven track record of dramatically improving customer satisfaction and agent productivity whilst still managing to lower costs. This, coupled with ease of use and quick deployment times has resulted in another extremely successful year for Eptica and, I have no doubt that this will continue in 2010.”
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