Olivier Njamfa, CEO, explains Eptica’s mention in the 2017 Gartner Magic Quadrant for the CRM Customer Engagement Center
This week’s Gartner Customer Experience & Technologies Summit (10-11th May 2017) provides everyone in the sector with the perfect opportunity to take stock of the current state of customer experience – and to help CX teams to plan for the future.
Delivering outstanding customer service is central to every business, but is especially important to midsize organizations, which may not have the brand recognition or marketing budgets of their larger competitors. These companies, who typically have between 100-999 employees, tend to have fewer resources to dedicate to implementing new systems and may not have the experience of deploying...
Delivering a superior customer experience can now be extremely complex for companies. Consumers want to use multiple channels, and expect to be able to switch between them seamlessly on the customer journey, while still receiving the same high level of fast, consistent service, personalized to their needs. At the same time the number of incoming interactions is growing rapidly, particularly on dig...
2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...
Delivering the right service, products and overall experience has always been central to building a successful business. Companies know that retaining existing customers is far cheaper than winning new ones, and have built systems and processes to ensure that they can provide what customers want cost-effectively.This trend has been accelerated by two key factors. The recent recession made consumer...
Engaging with customers is one of the key challenges facing businesses today. Building and maintaining strong relationships across multiple devices and channels requires a combination of reactive and proactive processes in order to meet the needs of demanding customers.Gartner has talked extensively about the Customer Engagement Center (CEC), the replacement for the Contact Centre that it believes...
Engaging successfully with customers is central to business success today. Therefore it is not a surprise that research from Gartner shows that the market for Customer Relationship Management (CRM) software grew by 13.7% globally last year, hitting $20.7 billion. Western Europe was the fastest growing region, with spending expanding by 15.2% between 2012 and 2013.Gartner highlighted three trends d...
Eptica has been named in Gartner’s February 2013 Magic Quadrant for CRM Web Customer Service (WCS) Applications, marking the third consecutive year that the company has been included in the Magic Quadrant which contains just 13 companies worldwide.This continued inclusion follows a year of accelerating growth for Eptica. In 2012 the company raised £5.7m in a new funding round from new ...
Organisations today operate in a multi-channel world. Consumers want the freedom to be able to contact them through a whole variety of channels – the web, email, phone, social media, chat and letter. And they want to be able to use different channels for different interactions – so they might ask a general question on a company website and call or email with a specific enquiry about th...