http://www.eptica.com/ Description" content="Multi-channel customer interaction solutions: Email Response Management (including fax and letter integration), Web Self-service, Secure Email, SMS, Chat and Customer Service Knowledge Base are available to you as separate applications, or seamlessly integrated to create an end-to-end improved customer experience from your Web site to customer service advisor. Improve your customer experience while reducing costs. Visit Eptica.com. en SPIP - www.spip.net http://www.eptica.co.uk/Products,2160.html http://www.eptica.co.uk/Products,2160.html 2009-02-23T22:39:13Z text/html en webmaster Eptica's Enterprise Suite of self-learning customer service applications will enable you obtain a better return on investment from your customer management strategy. Confused.com improved customer experience and reduced email handling time by 60% - it now handles 135% more customer enquiries with a customer service team of half the size. Eptica Email Management has enabled South East Water to improve agent productivity by 9.7% Eptica Self-service has reduced La Redoute's post-sales contacts (...) - <a href="http://www.eptica.co.uk/-Products-.html" rel="directory">Products</a> <div class='rss_texte'><p>Eptica's Enterprise Suite of self-learning customer service applications will enable you obtain a better return on investment from your customer management strategy.</p> <ul class="spip"><li> Confused.com improved customer experience and reduced email handling time by 60% - it now handles 135% more customer enquiries with a customer service team of half the size.</li><li> Eptica Email Management has enabled South East Water to improve agent productivity by 9.7%</li><li> Eptica Self-service has reduced La Redoute's post-sales contacts by 30% and increased agent productivity by 40%</li><li> Hotels.com uses Eptica technology to enable its outsourced, multi-lingual contact centres to answer enquiries in 9 languages from 32 global websites.</li></ul> <p>Eptica's Enterprise suite of customer service applications include:</p> <p><strong> <a href='http://www.eptica.co.uk/-Web-Self-Service-.html' class='spip_in'>Eptica SelfService</a> </strong> <br>Automatically answers the majority of your customers' routine questions on your website.</p> <p><strong> <a href='http://www.eptica.co.uk/-Email-Response-Management,31-.html' class='spip_in'>Eptica Email Management</a> </strong> <br>Improves the quality of email replies. Typically cuts email handling time by 50% and repeat emails by 25%.</p> <p><strong> Eptica Network Agent </strong> <br>Enables email enquiries best handled by staff outside your contact centre to be determined automatically and routed accordingly. Email response is handled via a light interface to Eptica Email Management.</p> <p><strong> <a href='http://www.eptica.co.uk/-Customer-Service-Knowledgebase-.html' class='spip_in'>Eptica Contact Assistant</a> </strong> <br>A customer service knowledgebase for your customer service agents. Improves the quality and consistency of agents' answers for improved first contact resolution and reduced average handling time.</p> <p><strong> <a href='http://www.eptica.co.uk/-Chat-.html' class='spip_in'>Eptica Live Interaction</a> </strong> <br>Live chat – intelligently managed to minimise costs and maximise sales.</p> <p><strong>Eptica Fax – Letter – SMS</strong> <br>Efficiently manages and routes incoming fax, Letters and SMS.</p> <p>Eptica's suite of customer service applications utilise common core technology:</p> <ul class="spip"><li> Powerful multi-language semantic search engine</li><li> Dynamic, self-learning knowledge base</li><li> Knowledge base content management and workflow</li><li> Response management workflow</li><li> Software and technology to manage customer service interactions between the organisation and its customers</li><li> Easy deployment and maximum flexibility: Eptica can be easily managed by business users so there is no need for expensive ongoing professional services engagements</li></ul></div>