Eptica sees first half profits soar

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Date : 09/27/2009

Eptica sees first half profits soar

Increased profitability, new customer contracts and international expansion lead to strong growth


September 2009 – Eptica, a world-leading provider of multi-channel and multi-language customer interaction solutions, has announced record financial results for the first half of 2009 with revenues up by over 25 percent during the six month period and profitability up by 10 percent. The company signed up more than thirty new clients during the first half of 2009, including household brands such as Virgin Holidays and Go Compare. Eptica expects to maintain this level of growth into the second half of the year, with planned expansions into Southern Europe and the Asia-Pacific region.

The current global recession has caused many businesses to re-evaluate how they communicate with both new and existing customers. Eptica’s advanced multi-channel applications – which are available in 26 languages – optimise interaction between organisations and their customers, improving the customer experience while at the same time streamlining customer service operations.

"We are in a period of fundamental change, with an increasing number of consumers choosing to interact with organisations online," said Paul Barnes, managing director at Eptica UK and Eire. "Effective customer service is all about making sure customers get the right answers to their queries in a timely fashion, through the channel of their choice. Companies are increasingly acknowledging that customer service is a crucial differentiator – particularly in today’s economic climate, where loyalty is weak and churn rates are high. Our numbers for the first half of the year reflect this shift in thinking."

Eptica’s multi-channel customer service software increases business efficiency and revenue performance through its unique ability to self-learn from every interaction how best to answer customer queries. Hosted on the premises or on Eptica’s SaaS platform, these solutions enable organisations to deliver fast, accurate and consistent responses to customers through all channels including the web, email, phone, fax, letter and SMS.

UK customer wins so far during 2009 include Britannia Hotels, Virgin Holidays, Go Compare, The Postcode Lottery, Office Depot, Viking Direct and Fortis Insurance. Eptica’s multi-language capabilities also makes it the solution of choice for an increasing number of international companies, now including ING Direct, Pixmania and Direct Energy.

As part of a phased international expansion plan, Eptica has also announced its first customer in the Asia-Pacific region. In June, by way of recognition within this new territory, Eptica’s multichannel suite of customer service solutions received the prestigious ‘Most Innovative Technology’ honour in the Asia Pacific Customer Relationship Excellence (APCRE) Awards.

"Eptica has always been at the forefront of online customer service solutions in Europe, and these results not only underscore our leadership in the industry, but also show that more organisations are turning to Eptica as a strategic partner,” continued Barnes. “We are honoured to have our technology recognised by the APCRE Awards, and look forward to helping more organisations in the Asia-Pac region to improve revenue performance by transforming the way they handle customer interaction at reduced cost in the near future."