Gartner's Magic Quadrant for Web Customer Service - Eptica recognised

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Date : 09/15/2010

Gartner's Magic Quadrant for Web Customer Service - Eptica recognised

Eptica has been positioned in Gartner’s 2010 Magic Quadrant for Web Customer Service[2]. Eptica, the leading European provider of multichannel customer interaction software, is one of 13 companies worldwide to be included in the Gartner Magic Quadrant for Web Customer Service providers.

Eptica’s inclusion in the quadrant builds upon the company’s third consecutive appearance in the Deloitte Technology Fast500 EMEA[1] as a result of it experiencing 370% growth in the past 4 years.

According to the report, “Looking at the buying trend of the past 12 months, Gartner has once again observed that more than 80% of multichannel product buyers preferred a more comprehensive WCS suite, as opposed to a stand-alone single-channel or point-based product that requires extensive cross-channel integration each time a new channel is added.”

Gartner evaluates vendors based on their completeness of vision, ability to execute and differentiations in the market. Gartner’s market overview states the knowledgebase for self-service is the most important component of the Web Customer Service suite.

Eptica excels in its:

  • Self-learning multichannel knowledgebase, which uses every customer and agent interaction to automatically fine-tune the link between inbound enquiries and relevant answers and which can easily be managed by business users
  • Ability to provide full track and trace visibility and multichannel recording of every interaction
  • Ability to record all cross-channel interactions within a single customer record to provide complete view of customer interaction history

Eptica’s self-learning, multichannel customer interaction software for ecommerce sites and contact centres encompasses Web Self-service, Email Management, Live Chat, Fax-Letter-SMS and Knowledge management for Customer Service, available on premise and as software-as-a-Service.

“2010 has been a pivotal year for Eptica that has seen the company go from strength to strength. Our rapidly expanding partner network and strong customer acquisition rate underlines the strength of our technology and the benefits it brings to businesses,” commented Olivier Njamfa, President and CEO, Eptica. "We believe Eptica's recognition by Gartner in the 2010 Web Customer Service Magic Quadrant further demonstrates the value of our software and our position as a key provider within this market."

Through the deployment of effective Web Customer Service, Eptica enables more than 280 organisations – including some of the largest brands on the Internet – to lower their contact centre costs and generate more revenue through enhancing customer service. On average, the company’s clients are able to reduce inbound contact and handling time by as much as 60% and improve first contact resolution to more than 90%. Eptica’s clients also consistently report that less than 5% of customers using Eptica Self-service on their websites need to escalate through to a service agent, pointing to high levels of satisfaction with the system.

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Notes to editors:
[1] The Deloitte Technology Fast500 EMEA 2009 recognises the fastest growing technology companies in Europe, Middle East and Africa [2] Gartner "Magic Quadrant for Web Customer Service” by Johan Jacobs, September 10, 2010

About Eptica
Eptica is the leading European multilingual solution for Customer Interaction Management including Web Self-service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to work together to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 280 customers, including some of the world’s largest, in 14 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica’s customers include: Haven Holidays, Republic, Virgin Holidays, Virgin Cruises, Go Compare.com, Fortis Insurance, Hotels.com, La Redoute, Brent Council, DatingDirect.com, Capita, Société Générale, South East Water, ING and Barclays.

Eptica is based in the UK, France, Spain, Canada and Singapore and operates worldwide through its network of partners. Eptica was awarded the Deloitte Technology Fast 500 EMEA in 2009 for the third consecutive year.

About the Magic Quadrant:
The Magic Quadrant is copyrighted 2010 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.