Eptica in Gartner Magic Quadrant for CRM Web Customer Service
Competition to get into the Magic Quadrant is always fierce, and Eptica’s inclusion follows impressive sales growth of 26% in 2010 and 22% in the first half of 2011. Eptica excels for its:
- Self-learning knowledgebase, which can easily be rolled out across any channel, and uses every customer and agent interaction to fine-tune the link between enquiries and relevant answers.
- Ability to provide full track and trace visibility and multichannel recording of every interaction.
- The ability to record all cross-channel interactions within a single customer record, providing a complete view of customer interaction history.
- Mobile customer service can be leveraged as an inbound and outbound channel. Inquiries can be received by SMS and processed by agents in another channel. Self-service URLs can also be embedded within SMS text to point customers to specific information.
Overall Gartner reports a move away from standalone, point-based WCS products to more comprehensive software solutions. Eptica’s Web Customer Service suite squarely addresses this trend, providing a single system for email response management, knowledgebase and customer service that can be used to support multiple channels, brands, suppliers and languages.
While inclusion in analyst reports is a great achievement, it really acts as a spotlight on the benefits that Eptica is providing to its 350+ customers across the world. Whether it is reducing inboard contact and handling time by up to 60% or improving first contact resolution to more than 90%, Eptica’s technology is helping to deliver better customer service and consequently cut churn, improve revenues and increase market share.