Eptica’s Enterprise Suite of self-learning customer service applications will enable you obtain a better return on investment from your customer management strategy.
- Confused.com improved customer experience and reduced email handling time by 60% - it now handles 135% more customer enquiries with a customer service team of half the size.
- Eptica Email Management has enabled South East Water to improve agent productivity by 9.7%
- Eptica Self-service has reduced La Redoute’s post-sales contacts by 30% and increased agent productivity by 40%
- Hotels.com uses Eptica technology to enable its outsourced, multi-lingual contact centres to answer enquiries in 9 languages from 32 global websites.
Eptica’s Enterprise suite of customer service applications include:
Eptica SelfService
Automatically answers the majority of your customers’ routine questions on your website.
Eptica Email Management
Improves the quality of email replies. Typically cuts email handling time by 50% and repeat emails by 25%.
Eptica Network Agent
Enables email enquiries best handled by staff outside your contact centre to be determined automatically and routed accordingly. Email response is handled via a light interface to Eptica Email Management.
Eptica Contact Assistant
A customer service knowledgebase for your customer service agents. Improves the quality and consistency of agents’ answers for improved first contact resolution and reduced average handling time.
Eptica Live Interaction
Live chat – intelligently managed to minimise costs and maximise sales.
Eptica Fax – Letter – SMS
Efficiently manages and routes incoming fax, Letters and SMS.
Eptica’s suite of customer service applications utilise common core technology:
- Powerful multi-language semantic search engine
- Dynamic, self-learning knowledge base
- Knowledge base content management and workflow
- Response management workflow
- Software and technology to manage customer service interactions between the organisation and its customers
- Easy deployment and maximum flexibility: Eptica can be easily managed by business users so there is no need for expensive ongoing professional services engagements
