ING Direct selects Eptica, Europe's N.1 Email Response Management Solution

Present in the UK, the USA, France, Canada, Australia, Spain, Italy and Germany, ING Direct is a world leading online bank, subsidiary of the ING Group. ING Direct has chosen Eptica’s Email Management solution, to provide a more efficient treatment of its incoming emails.

Email is an essential communication tool for online banking. With the number of incoming emails forever on the increase, ING needed to find a specialised Email Response Management solution that would provide it with key features such as automatic email routing, query tracking and comprehensive reporting. Thus, after analyzing the various offers on the market, ING Direct selected Eptica's Email Management solution which will enable them to deliver fast and tailored responses to their customers within a determined time-frame.

"Eptica's Email Management is a comprehensive response management solution. Furthermore, its advanced statistics module will enable us to both better organize our Contact Centre and improve our customer knowledge, and thereby ensure an increase in productivity" says Christophe Bitner, Senior VP Operations & Information Technology.

Thanks to its various APIs (Application Program Interface), Eptica Email Management will be integrated to ING Direct's CRM tool. This integration will enable the company to have the full history of all email interactions with customers, will ensure that responses are personalised by integrating selected customer data into each response email and will guarantee that the existing CRM database will automatically be updated with all email discussions between the company and its clients.

At a latter stage, the solution will equally be integrated to Filenet's electronic document management solution and to Cisco's telephone system, leveraging once again the simplicity of integration offered by Eptica's APIs.

About Eptica:

Eptica is a leading provider of e-CRM software solutions enabling companies reach two crucial objectives: Offer live interactive customer service and support over the Internet using e-mail, chat, co-browsing or form-sharing and build long-lasting personalized relationships with their clients thanks to an in-depth understanding of their expectations and specific needs.

Eptica's comprehensive suite, the Eptica Enterprise Suite is distributed through its international network of partners, VARs and consultants such as Atos Origin, Valoris, CapGemini, Newpoint, FrontCall, Steria, Callone, Axians in France and Business & Décision in Spain, Smartcall in GB…

Amongst our clients in France are Crédit du Nord, Sofinco, IONIS, Cofinoga, ING Direct, Crédit Agricole… in the Financial Sector; INSEE, CPAM, CNED, CCI Nice Côte d'Azur, Net-entreprise.fr, SACEM, Pas de Calais Habitat… in the Public Sector; FNAC.com, France Loisirs, Marionnaud Parfumeries, EDITIS (Bordas, Nathan…), France Billet, Verbaudet, Daxon et Somewhere (Groupe PPR), Club Dial et Musicandfilm.fr (Universal)… in the Retail Sector; UCPA, Voyage Loisirs et Viva Vacances… in the Tourism Sector as well as Arvato Services, Prisma Presse, Gandi, Les Taxis Bleus, Club Internet, Meetic… And internationally, DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com & Inmopolis (Spain)…