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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 Water and Wessex Water, will implement its dynamic, self-learning, knowledge management software to power consistent customer service and meet OFWAT Service Incentive Mechanism (SIM) regulatory targets across the two separate companies.

BWBSL will use Eptica’s software to create a centralised source of customer service information that covers both Bristol Water and Wessex Water customers. This will initially be used within BWBSL’s billing contact centre to deliver fast, consistent, accurate answers to telephone customer service enquiries for each company, increasing First Contact Resolution (FCR) and reducing Average Handle Times (AHT) for calls. Future plans include extending Eptica’s knowledge management software across...

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