Eptica's multilingual solution - serving customers in 19 languages

Eptica the leading provider of online customer service software and specialist in Web Self-Service and Email Management, offers a truly multilingual customer service solution, aimed at businesses committed to delivering premium online customer service in Europe and on their international markets.

Eptica's multilingual solution is currently used to process customer emails in 19 languages. International customers include: Meetic/Dating Direct who processes customer queries submitted via its website in 11 different languages; Editions Atlas in 9 languages; Al Jazzera Children in Qatar answers emails in English and Arabic and Skynet (Belgacom) in Flemish and French. The multilingual feature is used throughout the entire customer service experience - from the business website through to the contact centre agent's reply.

In line with the languages available on their website, businesses can equally propose an intelligent and efficient web self-service enabling visitors to find their own answers to their questions, in the language of their choice. Then, if the client wishes to escalate a query to the contact centre, this can be routed according to several criteria, including language.

Once the query is routed to the contact centre a complete range of management tools is available to the agent in the appropriate language, i.e. a knowledge base of response templates, query classification codes, the customer's file, the customer's full history of interactions with the contact centre, the details of the request, etc. The agent can then rely on the best templates presented or choose to insert a different response template contained in the knowledge base, or simply type out the reply.

Paul Barnes managing director Eptica UK commented: “By leveraging Eptica's multilingual solutions, businesses can now manage their entire online customer relationships, regardless of the company website used or the visitor's language”.

About Eptica

Eptica is a leading provider of online customer service software. Eptica's solutions enable all aspects of online customer interactions to be managed more effectively, providing an enhanced experience for customers and a more efficient, flexible and powerful solution for the organisation.

Eptica software comprises a number of modules with capabilities such as:

• Web self-service; enabling customers to get fast answers through FAQs and searchable knowledge bases
• Email management; automating simple responses and increasing agent effectiveness with the more complex
• Live interaction; enabling real time communication through a website

Eptica's software modules integrate seamlessly to create a unique self-learning effect where improvements made in one module ripple throughout all aspects of the online customer service solution.

Eptica has over 180 clients in many sectors such as:

• Financial Services: ING Direct, Barclays Bank, Société Générale, etc
• Public Sector: Brent Council, Rochdale Council, etc 
• Retail: La Redoute, IKEA, Carrefour, etc
• Travel & Tourism: TUI, Opodo, etc
• Utilities & Manufacturing: Renault, Total, Gaz de France, etc
• Services: Dating Direct, Mobal, etc.