Demand for Eptica’s Multichannel Customer Service Software Triggers 22% Surge in Sales
Record growth attributed to international expansion and social media integration into its next generation software
Cambridge – 6 September 2011: Eptica, a leader in multi-channel customer interaction management software, today announced a record 22% growth in sales for the first half of 2011. The upturn is being driven by the growing number of businesses looking to Eptica software to increase their revenues and cost savings by delivering customer-centric service through the Internet, social media and mobile devices.
Eptica launched its Social Media Interaction Management suite in January 2011. It represents a major development for the customer service industry allowing customer interactions via Facebook and Twitter to be integrated into an organisations existing customer service environment and managed efficiently like any other customer enquiry.
“Today’s multichannel consumers are increasingly using the Internet, social media and mobile devices to interact with companies. It is therefore essential that they make it as easy as possible for customers to find the information they need and provide great service, regardless of which channel they use,” explained Olivier Njamfa, CEO of Eptica.
“The explosion in social media combined with increasing consumer expectations presents a significant challenge for every business. With the launch of Eptica Social Media Interaction Management we are enabling firms to embrace social media and adopt a truly integrated multichannel approach to customer service,” added Njamfa. Now in its 10th year, Eptica’s growth has been driven by continued international expansion. The company is focused on Europe and Asia with the UK representing its second largest market. Since the company’s launch in Asia Eptica has gained several high profile customers including AirAsia, the region’s largest low-cost airline and leading retailer Auchan in China.
Eptica has continued a pattern of growth that saw its sales increase by 26% in 2010– acquiring new customers at a rate of four per month. The company was also one of just 13 global vendors to be ranked in Gartner’s 2010 ‘Magic Quadrant’ for Web Customer Service.
Eptica supplies software to more than 350 customers globally across the retail, travel and financial sectors, including internationally acclaimed brands such as Ageas, Virgin Holidays, TUI, Dixons, Toys R Us, Panasonic and Eurosport.