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The Nightmare before Christmas – UK Retailers jeopardise £5.5 billion in sales through poor customer service

Roberta Galazzo — 2010-07-27T08:25:47Z

Eptica warns: prepare now or pay later

Cambridge – 27th July 2010: UK retailers are risking their share of the £5.5 billion* Christmas sales boom by not being able to effectively handle the seasonal spike in customer service demand, which can increase by as much as 400%. Eptica (www.eptica.com), the leading provider of multichannel customer interaction software, warns that firms failing to ensure their customer service can cope at the most important trading period of the year could see their peak Christmas sales figures reduced by 5% or more.

Leading up to the festive season, contact centres are inundated with customer enquiries often involving large numbers of questions around the same topic. This increasing volume of routine, frequently asked questions (FAQs) can quickly lead to poor or slow service resulting in heightened customer frustration and lost sales at a time that represents 50-70% of a retailers' annual revenue.

Research using Eptica's customer base has shown that by reducing seasonal inbound FAQs and more efficiently responding to customers' enquiries at peak times, retailers can increase sales by an average of 5%. Dee Roche, European Marketing Director at Eptica commented: “We looked at before and after scenarios at 280 organisations across a wide range of sectors and found a similar uplift in sales. This is achieved by businesses using increases in efficiency as an opportunity to redeploy customer service resources to sales conversion activity and on delivering high quality service and advice to help potential purchasers. These benefits can only be realised by diverting low value questions away from customer service agents.”

Retailers can experience four times their normal level of customer enquiries in the build up to Christmas including more than twice the normal volume of inbound emails. For contact centres that handle thousands of calls and emails a day, this increase represents a very significant volume of customer enquiries. A contact centre receiving just 500 calls and 750 emails a month could easily see that number increase to 2,000 calls and 1,500 emails respectively. Without the right systems in place it's impossible to identify which enquiries are potential sales and which are basic FAQs so that they can be filtered, prioritized and handled accordingly. The challenge for retailers is to ensure that enquiries that would result in a sale, if they are handled promptly, aren't lost because agents are tied up dealing with basic questions.

One company in Eptica's study was able to half the number of inbound contacts it received from 6,000 to 3,000 during a peak customer service month, while increasing its sales compared to the same period the previous year. The company also achieved a reduction in the cost of handling each contact, from £6.50 to £1.70, resulting in a customer service saving of nearly £34,000 in a single month. The company achieved this by migrating routine questions online to be answered through Eptica's advanced natural language meaning based customer self-service and email response management software. Both were deployed on a Software as a Service basis and were up and running 5 weeks after the company's decision to go ahead.

With consumers starting their Christmas shopping months in advance the increase in customer enquiries for retailers can gain momentum as early as September. The spike that this creates in customer service continues to build through the January sales season into the end of February. Retailers will continue to face a high volume of post Christmas enquiries in to 2011 as customers contact them on issues such as gift returns and product support, and the cost of handling these can quickly eat in to profits.

There is still time and a variety of measures that retailers can take to ensure they effectively cope with the surge in customer enquiries and make the most of the sales potential of Christmas. Solutions such as Eptica Web Self-Service enables merchants to deflect emails and calls from the contact centre by making information easily available to customers on the retailer's website. The systems dynamic knowledge base expands with each new enquiry enabling a company's website and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximize every sales opportunity.

“The festive season is the busiest time for contact centres as they are inundated with customer enquiries, often around the same topic. Retailers should do everything they can to maximize the positive effect of Christmas and any additional uplift in sales as a result of customers wanting to purchase now to avoid the increase in VAT next year. We strongly recommend retailers take time to review their systems and take action now so that they have ample time to bed in new systems ahead of the Christmas sales surge. ” added Roche.

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Notes to editors * UK shoppers have spent £5.46bn online in December 2009, IMRG

Excellence in Multichannel Customer Service Celebrated at Eptica Customer Service Innovation Awards 2010

Zuzana Pankova — 2010-07-12T08:49:25Z

Haven, Republic and Capita recognised for using technology to raise the bar in customer service

Reading – 12 July 2010: UK customer service best practice has been recognised at the Eptica Customer Service Innovation Awards. The winners, including leading UK holiday company Haven and fashion retailer Republic Limited, were announced by Paul Barnes, UK & Eire MD for Eptica, at the company's Annual Customer Summit at The Royal Horseguards Hotel, London.

Eptica (www.eptica.com), the leading provider of multichannel customer interaction software, created the awards to celebrate excellence and innovation in customer service. The awards are won by firms that have achieved outstanding business results and demonstrated a forward thinking approach and strategy in their use of Eptica technology.

‘Further Mile' Award 2010 - Haven

Haven, the leading provider of UK family holidays and short breaks, scooped the Eptica ‘Further Mile' Award 2010 for the significant results the company achieved in managing inbound enquiries to its contact centre through optimising the customer's online experience. Deploying Eptica Self-service and Email Management has enabled Haven to reduce the volume of inbound emails by 46 per cent and cut email handling times by 40 per cent. In just four months, Haven's strategy of diverting routine questions online and redeploying support staff to respond to holiday enquiries has seen the company increase its sales by 5 per cent.

Online Customer Service - Republic

Republic, the leading multi-brand fashion retailer, won the award for Online Customer Service. Republic.co.uk has adopted a self-service approach on its Top 10 Hitwise ecommerce site making the answers to customer questions easily accessible and instantly available online. To date, just 6.7 per cent of customers using Eptica Self-service on Republic's website go on to submit an enquiry by email, thereby dramatically reducing the volume of incoming enquiries needing a response. The website's customer self-service is also seamlessly integrated with Eptica Email Management. The technology accurately analyses the text of an inbound email customer enquiry to provide the customer services agent with the ‘best answer' meaning that Republic's agents have been able to reply to customers faster and more effectively. As a consequence 90 per cent of customers now have their enquiry resolved through their first email contact.

Best Service Improvement Project - Capita

Capita, the UK's leading business process outsourcing and professional services company, won the award for Best Service Improvement Project for the efficiencies and quality of service enhancements it delivered to a major public sector contract. Handling more than 300,000 inbound calls and 20,000+ letters each month against a series of strict Key Performance Indicators, Capita deployed Eptica Contact Assistant to improve the consistency of its customer service. It was also required to increase customer satisfaction, increase first contact resolution rates and reduce operational costs. The centralised knowledge management system achieved this through providing agents with fast access to approved customer service content, enabling Capita to reduce call handling time from 180 to 160 seconds and cut agent training time by 20 per cent. The results are even more impressive when you consider that the project was scoped, implemented and up and running in just six weeks from the initial contract being signed.

Dee Roche, European Marketing Director at Eptica, commented: “With these awards we wanted to champion innovation within customer service and highlight the fantastic work that our customers are undertaking. Customer service is always important, but in an uncertain economic it is absolutely vital and can make or break a firm. Each of the winners has delivered tangible benefits that not only improves their company's bottom-line, but will also make a real difference to the service that their customers experience.”

Eptica's Multi-channel Customer Interaction Management 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.

Eptica is based in the UK, France, Spain 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.

Eptica Reduces Haven's Inbound Contact Giving Its Contact Centre A Break Of Its Own

Clare — 2010-05-18T10:53:39Z

Haven Increases Sales 5% and Reduces Inbound Contact 46% with Eptica's Web Customer Service Software

Haven, the leading provider of UK family holidays and short breaks, has opted to deploy Web Customer Service software from Eptica (www.eptica.com), provider of multichannel customer interaction software, as a means of effectively managing inbound contact to its contact centre and optimising the customer's online experience. Subsequently, Haven has reduced the volume of inbound emails by 46 per cent and cut email handling times by 40 per cent. In just four months, Haven's strategy of diverting routine questions online and redeploying support staff to respond to holiday enquiries has increased its sales 5%.

Haven has been one of the most prominent figures in the UK holiday market for the last 40 years and currently has 35 award-winning UK family Holiday Parks nationwide. As a result of more and more consumers wanting to holiday in the UK, Haven has experienced a huge increase in traffic to its website and consequently inbound enquiries to its contact centre.

Haven wanted to offer the best possible guest experience from the first point of contact and as such deployed Eptica's Email Management software at the end of December 2009 and Self-Service in January 2010, with the results from both being immediately evident. Eptica's self-service offers a refreshingly easy to navigate and intuitive customer help experience which answers the majority of customers' routine questions automatically online, to date only 4.8% of Web self-service users escalate to email. From the time Epticas Self-service was implemented through to the end of April 2010, Haven's contact centre received just 12,000 email enquiries compared to 24,000 for the same period the previous year despite, increasing its sales.

By also utilising Eptica's self-learning knowledge base, which automatically analyses the text of inbound emails and offers agents a ‘best response' to answer them, incoming emails are processed more efficiently, cutting response times down from two minutes thirty seconds to just one minute forty seconds.

As a result of the reduced contact and decreased handling times, Haven has been able to redeploy agents from the Internet customer service team into the sales team which has reduced customer service costs and achieved an increase in contact centre conversion of calls to sales by 5%.

Sean Power, Sales Manager at Haven Holidays commented: “Prior to Eptica our agents were handling a high volume of routine, frequently asked questions that were hindering our sales conversions. Due to Eptica successfully answering these questions on our website, we've improved customer experience, reduced inbound emails by 46% and our agents are consequently able to spend more time helping customers pick the best holiday option for them which in turn has increased our sales conversion rates by 5%.”

Haven has 4 core contact centre teams, a dedicated holiday advisor team of over 65 agents, customer care which comprises of 25 agents, guest relations which comprises four agents and finally an internet team that comprises of two and a half agents, down from six last year. Furthermore, during the summer months Haven has traditionally had to increase its number of agents by 10 to 12 per cent to cope with the volume of enquiries, an additional expense they will be able to avoid this year.

Sean continued: “During one of our peak periods last year we were receiving one call or email for every three bookings. Considering we can book up to 15,000 holidays a week, that is a lot of inbound contact to deal with. Using self-service to reduce that by 46 per cent has not only enabled us to dramatically decrease our handling times, it improves the online customer experience. Our customers can now easily find the answer to straightforward questions on our website without always having to make direct contact.”

The importance of reduced handling times and inbound contact can be highlighted further through the fact that during peak times – such as school and bank holidays – 60 per cent of bookings are made less than two weeks before departure, including an average of 350 bookings for next day departure and 300 actually on the day.

Indeed, booking a holiday can at times be a stressful experience but Haven continually strive to ensure that the whole journey, beginning to end, is as smooth and trouble free as possible.

Sean continued: “When we first decided to deploy online customer service, we wanted to create the same customer experience online as that when speaking to an agent and Eptica has seamlessly allowed us to do just this. We did look at a number of options but Eptica's proven technology, approach, delivery and ease of use was unmatched.”

Haven's agents adapted to the software instantaneously. Two of Haven's customer service managers attended a two day supervisors course, hosted by Eptica, before relaying the information to the agents in a half day session. “One agent that couldn't attend even picked up how to use the technology in two hours.” Sean added.

Dee Roche, European Marketing Manager for Eptica, commented: “The purpose of web based customer service software is to improve online customer experience and reduce the strain placed upon contact centres and if it's overly complicated it only serves to do the opposite. Eptica's Web Customer Service software is extremely easy to use, quick to deploy and delivers impressive results immediately.”

Eptica maintains its position as 2009 European market leader

Clare — 2010-04-01T09:16:44Z

April 2010 – Eptica (www.eptica.com), the European provider of multichannel and multilingual customer interaction software, concluded 2009 with a 20% growth in turnover and an increase in consolidated profit of 10%. The company signed an average of three new customers per month throughout the year including leading brands such as Republic, Haven Holidays, Fortis Insurance, Viking Direct, Go Compare and Virgin Holidays.

Eptica was also one of only a few online customer interaction solution providers to feature on the Deloitte Technology Fast500 EMEA 2009 of fastest growing technology companies. Paul Barnes, Managing Director of Eptica UK and Eire, commented: “This is the third consecutive year that Eptica has been ranked in the Deloitte Technology Fast500 and is a result of our continuous 370% growth over the last 6 years.”

Eptica is seeing increased demand for its comprehensive suite of self-learning multichannel customer service software as increased competition and economic factors drive more organisations to improve customer service, reduce costs and increase sales. Eptica's Web Self-service and email management software is proven to reduce inbound customer contact and email handling time by as much as 60%. It can furthermore improve first contact resolution via a company's email channel by more than 90%.

On a global scale, close to 25% of Eptica's turnover came from international territories. Eptica's solution, available in 26 languages including Chinese, was implemented by international companies such as ING Direct and FNAC Italy, Venca Spain and Hong Kong's Health Department. “International turnover has risen quite dramatically in the last 3 years - rising from 5% to 25%.” added Paul.

Eptica also enables European organisations to manage multi language online self-service and email enquiries using a single hosted solution. The technology is ideally suited for companies with inhouse and outsourced customer service operations, across multiple outsourcers and countries, enabling them to manage customer contact using a single, centralised, hosted solution - thus providing improved workflow efficiency, significantly reduced costs and the ability to achieve complete visibility of every enquiry. Companies such as Hotels.com, Pixmania and the global online gaming distributor, Gametap, are amongst those already utilising Eptica's Multi lingual eService solution.

Typically, less than 10% of online customers using Eptica Self-service will go on to submit an enquiry by email, thereby dramatically reducing the volume of incoming enquiries requiring a response. Both Eptica Self-service and Email Management utilise an advanced ‘meaning based' search engine and centralised self-learning knowledgebase. The technology accurately analyses the text of inbound customer enquiries, routes them to the appropriate customer services agent and provides them with the ‘best answer'. Consequently, agents are able to increase productivity and reply to customers quickly, accurately and more effectively.

Eptica's software also enables contact centres to take an active part in controlling inbound enquiries. As agents encounter new questions they can use a ‘one-click' action to flag them as needing an answer to be quickly added to the system's knowledge base and made available to customers via online self-service. This allows a company's Web site and customer service channels to work together to improve customer engagement, give customers better information, resolve enquiries faster and maximise every sales opportunity.

“Poor customer service costs the UK market billions of pounds in lost revenue every year and, especially with recent studies indicating that the UK has one of the lowest levels of customer loyalty in Europe, no business can afford lower its customer satisfaction,” said Paul. “Eptica has a proven track record of dramatically improving customer satisfaction and agent productivity whilst still managing to lower costs. This, coupled with ease of use and quick deployment times has resulted in another extremely successful year for Eptica and, I have no doubt that this will continue in 2010.”

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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: Confused.com, Go Compare.com, Fortis Insurance, Hotels.com, La Redoute, Republic, Brent Council, DatingDirect.com, Capita, Société Générale, South East Water, ING and Barclays.

Republic Manages Largest Ever Christmas Customer Service Peak With Eptica

Clare — 2010-02-24T12:50:02Z

Only 6.7% of Web self-service users send email and email first contact resolution increases to 90%

Republic, the leading multi-brand fashion retailer, has chosen online customer service technology from Eptica, European provider of multichannel customer interaction software (www.eptica.com) to manage increasing demand as a consequence of its record breaking ecommerce growth. Despite coinciding with a Christmas surge in enquiries, Republic's investment in improving online service for its customers has enabled the retailer to provide faster responses and increase First Contact Resolution through its email channel to 90%.

Republic.co.uk has adopted a self-service approach on its Top 10 Hitwise ecommerce site to provide visitors with immediate online answers to their questions. To date, just 6.7% of customers using Eptica Self-service go on to submit an enquiry by email, thereby dramatically reducing the volume of incoming enquiries requiring a response.

The website's customer self-service is seamlessly integrated with Eptica Email Management and both share an advanced ‘meaning based' search engine and centralised self-learning knowledgebase. The technology accurately analyses the text of an inbound email customer enquiry to provide the customer services agent with the ‘best answer'. Consequently, Republic's agents have been able to reply to customers faster and more effectively.

Sharon Biltcliffe, Customer Service Manager at Republic, commented: “We experienced a huge customer service peak in December ‘08 and it became apparent that systems were not going to support business growth. One of the reasons we selected Eptica was the simplicity of the system from a user perspective, once we'd decided to go ahead it was up and running within 5 weeks. The contrast before and after implementing Eptica was extraordinary – we couldn't have handled the Christmas peak this year without it.”

Eptica's software also enables the contact centre to take an active part in controlling inbound enquiries. As agents encounter new questions they can use a ‘one-click' action to flag them as needing an answer to be quickly added to the system's knowledge base and made available to customers via online self-service. Similarly, when the contact centre experiences an influx of questions about the same issue such as delivery times at Christmas, the information can be reprioritised and pushed to the top of self-service pages so that customers can find it faster and therefore not need to email.

Sharon Biltcliffe, Customer Service Manager at Republic, adds: “We also use the system's knowledge base to train new agents which has cut training time by at least half. We can take on temporary staff to help us with busy periods and in a couple of hours they can be ready to handle specific types of questions.”

Since the business launched in 2007, the number of email enquiries received by Republic's customer services team had grown month-on-month. Consequently Republic sought to implement a specialist customer self-service and email management system to increase efficiency and maximise the knowledge available to customers during each first contact.

Dee Roche, European Marketing Director at Eptica, added: “Republic is a high growth, dynamic business and its success could have outstripped its capacity to manage customer interactions on a one-to-one basis. Moreover, this approach is simply no longer necessary as so many customer service enquiries can be managed through a fully-integrated approach to customer self-service. Republic has proven that investing in service delivery through a system that evolves with every interaction will increase both business efficiency and revenue performance.”

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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: Confused.com, Go Compare.com, Fortis Insurance, Hotels.com, La Redoute, Republic, Brent Council, DatingDirect.com, Capita, Société Générale, South East Water, ING and Barclays.

Gocompare.com invests in customer service and retention with Eptica Email Management

Dee — 2009-09-27T21:35:29Z

22 September 2009 – Online insurance comparison service, Gocompare.com, has implemented Eptica's (www.eptica.com) advanced natural language email management system to improve customer experience and efficiency. Handling in excess of one million insurance quotations per month, Gocompare.com has seen a sharp rise in the number of web visitors and enquiries it receives as consumers look for the best possible deal on insurance. Using Eptica Email Management, the business has improved customer service quality and delivery, and reduced the time it takes to resolve customer questions by nearly half the time.

"“As one of the UK's top three price comparison sites, a vast number of people use Gocompare.com because we help them find the right policy, at the right price; with the features of cover that they are looking for," said Lee Griffin, Business Development Director at Gocompare.com. "With the number of customers using our service constantly growing, we've also experienced an increase in inbound enquiries. To manage this growth, we needed an email management system that would enable us to increase efficiency, whilst maintaining the highest level of service possible. We want customers to know that if they use Gocompare.com and they have any questions, we'll answer them quickly."

The Eptica solution uses powerful natural language semantic search technology, which analyses the text of inbound email enquiries and provides Gocompare.com's customer service agents with the best answer from a dynamic knowledgebase of responses to previous customer questions. This capability allows the business to provide fast, high-quality and accurate replies to customer queries, which reduces the level of repeat enquiries and subsequent customer frustration. The software also provides a full audit trail of all customer enquiries and previous correspondence, giving agents a complete picture of customer issues and making it easy for them to respond to enquiries fully and efficiently at first contact.

The Eptica solution also provides a future-proof strategy for organisations looking to improve multi-channel customer service over the long term. As agents respond to customer emails on a daily basis, they are simultaneously building up a robust knowledgebase of questions and replies – a task that has traditionally proven to be a headache for organisations investing in online self-service. This knowledgebase can then be made searchable online to cut email volumes and give customers faster, more accurate answers through ‘Online Help' and ‘Contact Us' pages.

A key requirement for the Gocompare.com team was the ability to gather information and trends from inbound enquiries so that the company could gain a deeper understanding of the issues that matter most to its customers, and make the changes necessary to improve website usability and boost customer satisfaction. After assessing the various solutions, Gocompare.com chose Eptica for its advanced technology, robust reporting capabilities and ease of use.

Paul Barnes, Managing Director at Eptica. said "With Eptica, Gocompare.com has demonstrated a clear commitment to its customers by prioritising the delivery of a genuinely high level of service. And at times like this, that is of course what keeps customers coming back again and again."

For more information, contact: Dee Roche 0044 07976 815140

Eptica sees first half profits soar

Dee — 2009-09-27T21:25:12Z

EPTICA DEFIES ECONOMIC DOWNTURN WITH RECORD REVENUES IN H1 2009

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."

Fortis Insurance cuts customer enquiry time in half with Eptica Email Management

Dee — 2009-09-27T21:18:38Z

27 July 2009 – Fortis Insurance Solutions (UKFIS), a leading provider of personal lines insurance solutions in the UK, has chosen Eptica's (www.eptica.com) advanced self-learning, natural language, Email Management technology to reduce costs and improve online service and efficiency of its customer and partner communication. In March 2009 UKFIS implemented a phased roll out of the platform, reducing its average customer query handling time by 50 percent, as a result of migrating telephony enquiries from online customers to Eptica's email-based system.

With 250,000 policyholders and over 15 insurance partners, UKFIS is using Eptica Email Management to control multi-channel client contact and staff workload at its headquarters in Stoke-on-Trent. The insurance firm considered customer interaction solutions from several multi-channel solutions providers, before selecting Eptica for its features, ease-of-use, reporting capabilities and overall end-to-end efficiency. In addition to customer facing processes, the company is also using Eptica's technology in-house, streamlining inter-departmental enquiries for its 310 employees.

Since deploying Eptica in March 2009, UKFIS has improved customer interaction across a range of business areas including payment collections, policy renewals and the issuing of duplicate documents. The email management solution has also helped the company deal more efficiently with its insurance partners reducing the amount of unnecessary communication via telephone and post.

"Around 90 percent of our business originates from the web in this highly competitive marketplace and it's absolutely vital that we can efficiently process a large number of customer emails in the shortest possible timeframe to maintain our efficient customer service," said Ray Westwick, head of call centre at UKFIS. "Eptica has dramatically enhanced our customer services operations. Telephone enquiries that previously took up to seven minutes to resolve, now take just half the time via email. In addition, by migrating calls to email we can better distribute and prioritise our workload, enabling agents to deal with urgent enquiries straight away while saving non-urgent requests for off-peak periods."

Eptica's self-learning Email Management software is quick and easy to deploy, helping organisations like UKFIS to immediately improve the speed and quality of their agents' email responses. With an advanced linguistic and natural language semantic search engine, Eptica's technology accurately analyses each inbound customer enquiry from the email text and provides agents with the best response from a self-learning knowledge base of pre-scripted replies. It also provides a future-proof solution for organisations wanting to reduce inbound enquiries by making the Eptica Email Management knowledgebase searchable online via Web Self-service.

With Eptica's Email Management software, UKFIS can create and rollout bespoke web forms and email response content in just a few simple clicks, drastically reducing agent workload, customer resolution times and freeing up telephone lines in the process.

"The aggregator boom has created a real challenge for insurance brokers – customer loyalty has decreased as more consumers turn to the internet in search of the cheapest prices on the market, so today's business is all about being the most cost-effective as well as delivering a high standard of service," continued Westwick. "Eptica helps UKFIS in its strategy to operate the highest quality customer service model at the lowest operating cost, simply through improved management of client contact and staff workload. As a result, we can reward our customers with more competitive pricing in the marketplace."

"The insurance industry has seen a great deal of upheaval during the past five years which has tested organisations' business models to the max," said Paul Barnes, managing director at Eptica. "Customer retention is the number one priority for insurance firms – particularly in the current economic climate – making efficient customer interaction solutions a critical business component."

For more information contact: Dee Roche 0044 07976 815140

Eptica wins ‘Most Innovative Technology' in Asia Pacific Customer Service Excellence Awards

Roberta Galazzo — 2009-06-24T07:27:59Z

22nd June, 2009: Eptica is delighted to win the prestigious APCSC CRE ‘Most Innovative Technology'award for its multi-channel suite of customer service solutions. As a new entrant to the awards, we are impressed with the rigour at which the APCSC evaluated our technology and our business.

Eptica's multi-channel customer service software increases business efficiency and revenue performance through its has a unique ability to self-learn from every interaction how best to answer a customer enquiry. Available on-premise or SaaS, Eptica enables organizations to deliver fast, accurate and consistent responses through all channels including online service, email, phone, fax, letter and SMS. We are very excited at working with organisations in Asia to enable them to deliver excellent customer service at much lower cost.

In the period of fundamental shift of communication channels we are experiencing today, as more and more customers choose to engage with organizations using the internet, the role of a dedicated online service provider is more important than ever.

“Excellent customer service is about ensuring customers get the right answers, when they want them, through the channel of their choice,” said Mr. Olivier Njamfa, President and CEO of the company.

Customers today are increasingly demanding; they often use several channels before making a single purchase. More often than not, the customer journey starts online with them looking for the best products at the best price.

To cater for the varying needs of customers, Eptica provides comprehensive interaction solutions incorporating different channels. The joined-up, consistent approach to multi-channel customer service offered by Eptica helps deliver quality services, raise business efficiency and maximize revenue.

“We aim to help businesses in Asia to improve revenue performance by transforming the way they handle customer interaction,” Njamfa added.

“Eptica solutions provide organizations with an incredible source of insight about what customers want and the issues that create demand, for fast and effective decision-making”.

About Eptica

An award-winning global provider of online customer service software, Eptica offers practical solutions to optimize interactions between customers and organizations, so as to improve both customer experience and business effectiveness. As a result, over 250 companies, including some of the world's largest, use Eptica to deliver excellent customer service at much lower cost.

Eptica clients include: YeeYoo, Expedia, ING, Societe General, Credit Agricole, Hermes, Total, Exon Mobil, Renault, Axa and Barclays.

33 Britannia Hotels Get Their Fax Right with Eptica

Dee — 2009-03-11T14:30:36Z

11 March 2009: Britannia Hotels, the largest privately owned hotel chain in the UK, has streamlined its reservation process using Eptica's (www.eptica.com) advanced Email Management technology to automatically convert fax hotel bookings into inbound emails for faster, more accurate processing. Eptica, which was rolled out across 33 hotels in December, has already resulted in a 16% increase in productivity and enabled Britannia Hotels to cut the cost of operating its reservation administration.

Hotel bookings received by fax are automatically read and converted into emails by Eptica Email Management then prioritised in the reservation systems' email queue according to the guests' arrival date. Guests arriving at Britannia hotels, regardless of whether they made their booking 10 months or 10 minutes prior to arrival, can be assured that their reservation will be processed. The time taken to process approximately 2,000 daily bookings has been reduced from 3 to 2.5 minutes per reservation.

This year, Britannia Hotels has experienced an increase in bookings. By improving efficiency and cutting the time it takes to process reservations, by around 120 hours a week, Eptica Email Management has resulted in significant operational cost savings for the Group.

Karen Pownall, Call Centre Manager for Britannia Hotels commented: “Eptica has been a win- win investment for us; they have delivered exactly what they specified at the outset of the project. We're a cost conscious organisation and the project fitted into our price bracket, resulting in significant operational cost and service improvements.”

Britannia also reported an increase in staff morale following the Eptica implementation. Karen Pownall explained: “Our administration agents are delighted with Eptica, it is simple to use, easy to maintain and workflow is prioritised. Staff can achieve a greater level of productivity, which is linked to their bonus scheme, increasing their earning potential. We've even seen a drop in sick days and we have a much more focussed team, delivering excellent results. ”

“Eptica has also allowed us to free up valuable management time, which moves managers away from time-consuming administrative tasks to focus on the training and coaching of our team.” Pownall concluded: “Eptica means that all our data is in one place and because it is a hosted solution, we don't have to worry about losing information if we encounter any internal technical problems. We are delighted with the results Eptica has delivered.”

Paul Barnes, Managing Director at Eptica concluded: “We are very pleased to add Britannia to our growing list of travel and tourism clients. The sector has seen an incredible rate of change in recent years due to customers shifting to online channels. Eptica is focussed on providing solutions to maximise efficiency and productivity levels for the customer service challenges that this move creates."

Online Retailers and Call Centres Reduce Customer Service Costs With Eptica

Clare — 2009-01-27T14:59:27Z

Eptica launch low risk, short commitment business terms for Web Self-service and Email Management

Eptica (www.eptica.com) has today introduced low risk, short commitment business terms for its web self-service and email management solutions, to help organisations achieve tough cost reduction targets in the economic downturn. According to Eptica, delivering an effective strategy for managing online ‘Help' and ‘Contact Us' is fast becoming a critical differentiator for online retailers - many of whom are under pressure to improve sales and customer service with fewer resources.

“Valuable margin and goodwill is eroded when online customers are forced to use other channels to find information. When customers can't find the answers they want on the website, the company risks losing their interest,” comments Dee Roche, European marketing director, Eptica.

“Consumers have infinite choices and will engage with the companies that provide what they want, this includes good service. Companies need to work smart to balance customer satisfaction and cost reduction. New customer service technology needs to provide a fast return on investment, be quick and painless to implement, and offer flexible business terms should the dynamics of the business change,” adds Roche.

Eptica Self-service allows customers who prefer to interact online to find the information they need easily without having to make a phone call or send their questions by email. Around 80% of routine sales and customer service questions can be answered online at the moment of interest - and crucially, it keeps customers on the web site.

Eptica Email Management will typically reduce email handling time by 60% and repeat emails by 25%. Using Eptica, leading insurance aggregator Confused.com, has been able to handle a 135% increase in customer enquiries while reducing the cost of providing service by half. 99% of inbound enquiries at Confused.com are now processed automatically, whereas these were previously dealt with by phone.

Eptica Self-service and Eptica Email Management are available separately or as a fully integrated service and can be up and running within a month. Eptica Self-service is typically deployed to manage online Help and Contact Us and sits in front of email to reduce inbound contact and improve agent utilisation. This frees agents from routine enquiries, allowing them to focus on high value and more complex customer service issues.

Both systems utilise a self-learning knowledgebase of customer service information. Customers can access information by asking questions using everyday language, key words or browsing. Agents' handling emails are automatically provided with the best reply from a set of pre-scripted answers. Telephone agents can also access the system to improve first contact resolution, reduce resolution time and ensure consistency of answers across all channels - an important consideration for organisations that need to meet quality and compliance targets.

For further information you can join an Eptica webinar on Wednesday 11th February at 11.00am. You can register by visiting www.eptica.com.

Eptica Ranked Amongst Fastest Growing Technology Companies on the Deloitte Technology Fast 500 EMEA 2008

Clare — 2008-12-09T17:14:45Z

Eptica today announced that it has once again been placed on the Deloitte Technology Fast 500 EMEA 2008, a ranking of the 500 fastest growing technology companies in EMEA. Rankings are based on percentage revenue growth over five years.

This is Eptica's second consecutive appearance in the Fast 500 and shows Eptica as one of only two software companies in the Multichannel and Online Customer Interaction category. Eptica is regarded as demonstrating continuous growth and European dimension, growing by more than 440 percent during this period.

Eptica's CEO, Olivier Njamfa, credits the international deployment of Eptica solutions and the company's growth over the past five years to the steady increase in consumer Internet use, and being able to provide multi-lingual web self-service and email management solutions that can be deployed and managed with ease. He said: "Consumers have become more confident in making online purchases and are demanding more efficient customer service. Eptica has successfully supported organisations wishing to meet these customer expectations, increase sales, attract new customers and cut customer service costs." Njamfa continues: "Our proven success in the UK and France has enabled us to extend our solutions to countries across Europe to support them in their e-commerce growth phase."

"Making the Deloitte Technology Fast 500 is commendable in today's highly competitive technology industry," said Karel Bakkes, partner in charge of Deloitte's Technology Fast 500 EMEA program. "We congratulate Eptica on being one of the 500 fastest growing technology companies in the region."

Technology Fast 500 EMEA selection and qualifications

The Technology Fast 500 list is compiled from Deloitte's EMEA Technology Fast 50 programs, nominations submitted directly to the Fast 500, and public company database research. To qualify for the Fast 500, entrants must have had 2003 operating revenues of at least €50,000 and 2006 operating revenues of at least €800,000.

Entrants must also be public or private companies headquartered in EMEA and must be a “technology company,” defined as a company that owns proprietary technology that contributes to a significant portion of the company's operating revenues; or devotes a significant proportion of revenues to the research and development of technology. Using other companies' technology in a unique way does not qualify.

Eptica Helps Web Sites Avoid EU Fines

Clare — 2008-11-27T10:55:43Z

Companies need to re-evaluate online customer service channels to meet EU directives

Companies with consumer facing websites may need to re-evaluate their existing online service systems in order to provide fast, efficient responses to customer enquiries, warns Eptica (www.eptica.com). Companies who overlook this advice could fall foul of EU e-commerce directives leading to bad publicity, lost sales and fines up to €100,000.

Recent court rulings against companies whose websites failed to comply with EU directives include a low fares airline and a leading German insurance company*. In one case, for not publishing an email address on its website; and the other for failing to provide internet customers with a rapid, effective means of communication as an alternative to submitting their enquiries by email.

These cases demonstrate that companies should act on EU directives for web site customer service, which include using email and web forms as a direct and effective way of communicating with customers, and that online queries should be answered within sixty minutes.

“Understandably, many e-commerce sites don't make email addresses easy to find for fear of opening the floodgates to a deluge of email enquiries, which they cannot manage,” comments Dee Roche, European Marketing Director, Eptica.

“When web self-service systems are used as a front door for online customer enquiries, a significant volume of routine questions can be answered automatically on the website, leaving customers satisfied and the company with fewer emails to deal with,” continued Roche.

Eptica believes the key to improving online customer interaction, without overwhelming customer service teams, is to give consumers the option of obtaining the answers to their questions directly online through web self-service. This provides a speedier first option to submitting an email. Customers that need more help can be automatically routed to a customer service agent by email, phone or chat, based on the nature of their enquiry or customer profile.

Eptica allows multi-channel customer interaction to be managed through a single customer service knowledge base, using workflow to ensure responses are accurate, consistent and timely. Using Eptica Web Self-Service, content is created from agents' email replies to in-bound email queries, these mirror the questions customers are searching for online, thus keeping the knowledge base up-to-date and in tune with customer requirements.

Web self-service reduces routine and repeat enquiries, giving customers the freedom to quickly find information online and leaving contact centre agents with more time to deal with complex requests. By managing in-bound emails more efficiently, repeat emails can be reduced by 25% and email handling time by as much as half. This results in an overall reduction in in-bound contact, including phone calls.

Eptica also enables companies with pan-European operations, such as Hotels.com, to respond to enquiries from their European websites using a single, multi-language customer service knowledgebase and email response management system. This achieves greater efficiencies and speed of response, ensuring each enquiry is routed to an agent with the appropriate language skill. Hotels.com has complete visibility of all online customer enquiries and its entire customer contact operations across Europe.

*http://www.sbpost.ie/post/pages/p/s...

Eptica Accelerates Adoption of Online Customer Service in Europe

Clare — 2008-11-25T16:54:18Z

Eptica to Help Spanish Ebusinesses Cut Costs and Turn Online Visitors into Shoppers

Eptica, (www.eptica.com) Europe's fastest growing provider of multi- channel customer interaction software, has launched its intelligent web self-service and email management solutions to the Spanish market to enable ebusinesses to improve online service and cut customer service costs. Spain is experiencing rapid growth in e-commerce; echoing the trends already seen in the UK and France. Eptica will enable businesses to manage the predicted escalation in the number of inbound phone calls and emails they are set to receive - and maximise every opportunity to increase online sales.

FNAC, the second most visited website and one of Eptica's first customers in Spain, is using Eptica Email Management® to improve online service. FNAC sells CDs, books, DVDs and computer accessories in stores throughout Europe and online and receives 600,000 visitors to its website every day. Its Spanish contact centre is able to handle emails more efficiently to the extent that response times have halved. “We can now handle twice as many emails with the same number of agents,” said Carmen Sorbrecueva, Head of Customer Services at FNAC.es

Olivier Njamfa, CEO of Eptica commented: “As Spanish consumers become more confident making online purchases, they will also demand high quality, efficient online customer service. Organisations wishing to meet customer expectations, increase online conversions and attract new customers will need to have the right systems in place.”

Eptica Self Service® uses a powerful semantic search engine and dynamic knowledge database of product and customer service information to give customers the power to quickly find the answers to their questions online. This significantly reduces the number of inbound emails received by the contact centre by approximately 80%, leaving agents with more time to focus on complex or high-value enquiries. Customers requiring further assistance can escalate their enquiry by phone, email or chat.

Eptica Email Management® automatically provides agents with the right answer from a knowledgebase of email templates along with a history of each interaction with the customer. Agents can edit templates to suit specific enquiries in order to personalise and improve the quality of their replies. This in turn increases first contact resolution and reduces repeat emails. The process of answering customer enquiries is also used to automatically create web self-service content. Companies using Eptica Email Management typically cut repeat emails by 25% and email handling time by half.

Olivier Njamfa concluded: “Eptica has delivered world-class online customer service solutions for over ten years. In this time we have supported the development of e-commerce throughout much of Europe. Eptica is very well qualified to help Spain's e-commerce operators accelerate their online business.”

Eptica appoints Dee Roche as European Marketing Director

Clare — 2008-11-10T07:00:00Z

Eptica (www.eptica.com) the leading provider of multi-channel customer interaction software and specialist in web self-service and email management has appointed Dee Roche as marketing director for Europe. Despite the current economic climate Eptica has experienced accelerated growth within its core UK and French markets, with companies such as Confused.com, ING and Hotels.com adopting Eptica technology to increase first contact resolution, improve online service and increase online sales.

The appointment of Dee Roche will support Eptica's drive into new European markets. Roche has a reputation as an opinion leader on best practice online customer service and brings a deep understanding of multi-channel e-commerce.

“By using Eptica technology, organisations are able to integrate customer interaction across their entire web and contact centre customer service channels: Using a single centralised knowledge base and workflow to manage online self-service and email enquiries, end-to-end, even when customers cross from one channel to another,” explains Roche.

“Crucially, contact centres can take advantage of technology normally utilised by advanced search and web self-service systems. This means that contact centres can take charge of reducing web generated emails and migrate easily to online self-service in the future - simply by making the systems knowledge base accessible and searchable online.” concludes Roche.

Eptica believes that contact centres are best placed to drive the content for web self-service. Customer service agents are on the frontline, dealing with customers - they know what questions customers need answers for. Every interaction with the Eptica knowledge base enhances the quality and relevance of content: including agents answering phone calls, handling chat sessions, answering emails and searches made on the knowledge base. It's only a one click action on the part of agents to highlight questions needing content.

Improving the quality of customer service information delivered across all channels reduces cost and enables customer service to run more efficiently - customers do not need to send repeat emails, or make multiple phone calls, when they get a complete first time resolution to their enquiry.

Olivier Njamfa, CEO at Eptica concludes: “Dee has cultivated a vast amount of experience and will play a crucial role in driving awareness of Eptica's customer interaction solutions, services and expertise across Europe. We are bringing together the best people and technology to ensure that both Eptica and our customers are distinguished for delivering efficient high quality service.”

Confused.com sets gold standard for email: Eptica Email Management improves email efficiency and handling times

Clare — 2008-09-09T12:15:55Z

As part of its drive to lead on customer service, Confused.com, the UK's leading insurance comparison website, has implemented new intelligent email management software from Eptica (www.eptica.com). The system uses advanced semantic processing to manage customer email interaction and improve the quality and efficiency of email replies. To date, repeat inbound emails have reduced by 25% and average email handling time by more than 60%. As a result, customers emailing Confused.com can now receive quicker answers to their email queries, improving service delivery.

Confused.com has seen a dramatic increase in visitors to its website - which handled approximately 13 million insurance quotation searches last year. With these numbers set to rise in 2008, the company needed a robust but easy-to-use, best practice email system that would provide complete visibility to all enquiries. Confused.com selected Eptica Email Management following a rigorous tender process.

David Williams, IT Director at Confused.com commented on the selection: “Online conversion ratios and customer experience are critical elements for Confused.com, and ones which we are constantly looking to enhance. We were particularly impressed that Eptica's email system uses advanced search technology and a dynamic knowledgebase to manage email reply content: the core ingredients of a self-service system.”

He continued: “Our agents are at the customer frontline and are best placed to capture information about what customers want and therefore drive the content for online service. We plan to make the knowledge base available to customers on our Web site so they can find answers to the majority of their questions, without having to email us at all. Because online service and email management will be completely integrated we expect to gain both on improved customer experience and efficiency.”

During peak times and promotional periods, inbound emails can increase by up to 50% for Confused.com. Despite the increase in volume, Eptica Email Management has enabled Confused.com to maintain their high service levels, whilst improving efficiency. Agents can now easily edit standard replies, personalise responses and add further information and attachments as required.

Comprehensive and easy to use reporting is proving invaluable to Confused.com, providing complete visibility to queries. The contact centre can now run reports to see what questions customers are asking and which standard email reply templates are being used in response (approximately 60 templates are in use at present). Analysis can be carried out to reveal the peaks and troughs in activity by day, time and particular queue. Customer queries can be further analysed by drilling down to number and type, then individually, to view specific queries. The contact centre is now feeding this information about what customers want, back into the business on a daily basis. In this way, the contact centre is playing a key role in providing information about customer requirements; this data is also being fed into a major website redesign.

Confused.com has been able to make use of comprehensive management information and compliance features to ensure full track and traceability of every enquiry. A full audit trail of customers' enquiries, including previous correspondence, gives agents a complete picture of customers' issues, making it easy for them to resolve enquiries efficiently. Automatic spell checks ensure accuracy and agents have the ability to attach additional notes to enquiries which are pending further investigation or require additional information from insurance providers.

Paul Barnes, Managing Director at Eptica concluded: “With so many consumers using comparison Web sites, it's vital to provide good information and respond efficiently to customers' questions. As the market leader, Confused.com's investment in customer service will enhance the web site's position as a fantastic resource for consumers looking to find the right insurance product”.

About Eptica

Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2007 Deloitte Technology Fast 500 EMEA.

Thanks to its in-house or on-demand SaaS solutions, Eptica allows more than 200 companies to deliver consistent, managed service across all channels (web, email, chat, fax, letter and SMS). These web based applications enable dramatically improved customer experience and business effectiveness.

Eptica has many clients, including: Fnac (FR), La Redoute (FR & UK), Crédit Agricole (FR), Maaf (FR), Insee (FR), Transport For London (UK), Edition Atlas (Switzerland), Hotels.com (UK & Spain), Verbaudet (FR & Germany), Skynet (BE), Proxi (BE), etc.

Eptica has offices in the UK and France and operates worldwide through its network of partners. For more information please visit: www.eptica.com.

South East Water chooses Eptica to manage online customer service and meet industry regulations

Clare — 2008-08-15T07:00:00Z

Eptica delivers improved online customer service and manages five fold increase in in-bound emails at South East Waters' new in-house contact centre

South East Water has successfully completed the first phase of an online customer service programme with Eptica www.eptica.com. The Eptica Email Management® implementation will ensure that the five-fold increase in in-bound customer email enquiries is efficiently managed and routed to appropriate agents. Eptica will give South East Water complete visibility to agent activity and provide customers with improved levels of service by means of speedier and more proficient responses. Investing in Eptica has already enabled South East water to meet industry standard response times* and increased agent productivity levels by 9.7%

South East Water has 2.1 million customers in the South East of England, supplying over 565 million litres of drinking water per day. The company currently manages customer service operations through an outsourced contact centre which employs 100 FTEs. In February 2006, South East Water issued new billing literature to customers which featured a customer service email address prominently on the front of customer bills. In-bound email traffic rose from approximately 80 enquiries per week to 80 per day. South East Water now deals with approximately 28,000 in-bound emails each year.

Dr Howard Handley, Head of Customer Services, South East Water commented: “Our previous system for managing email only allowed one employee to log in at any one time. As we were only processing approximately 80 to 100 in-bound email enquiries each week, this was suitable for our needs at that time”. He continued: “When this figure suddenly escalated it became immediately clear that the system would not be able to cope. It would also be impossible for us to sustain our Ofwat response targets.”

South East Water selected Eptica Email Management based on its proven capabilities to standardise customer service levels company-wide, saving agent time with auto response templates and providing the company with automated reporting facilities and complete visibility. The deployment of phase 1 of the project was speedy due to the hosted ASP version of Eptica which South East Water selected.

At South East Water emails are now dealt with quickly and efficiently. Branding and messaging are consistent and emails are sent out in HTML format with embedded unique customer reference numbers for tracking. Twenty-six templates, created by managers, are in use and these can be added to and improved upon, at any stage. Managers can now see, at the touch of a button, average response times and individual performance statistics. Reporting can also be performed against the number of emails delivered, answered and waiting and also by category, for example, complaints, change of occupier etc. Pass-to rates, customer history, age and number of outstanding contacts can also be viewed.

Dr Handley noted: “The most significant benefits we have seen to date have been the visibility to all customer emails. We now have much better categorisation of enquiries, which allows us to respond to the customer more efficiently. Being able to report on activity and know that we are meeting regulatory standards is invaluable to us.” He finishes: “With Eptica, we are now working towards reducing the time to respond to customers even further.”

South East Water has to date, implemented Eptica Email Management for use with South East Water's customer base, prior to the merger with Mid Kent Water, this involves approximately 1.4 million customers. There are currently 10 agents using Eptica in the South East Water correspondence team. The remaining customers will be included during phase two of the project, which involves bringing the contact centre in house. This will bring the total Eptica user licenses to 20.

Paul Barnes, Managing Director Eptica UK and Ireland concluded: "Delivering excellent customer service in the utility sector is increasingly challenging and the recent shift to online channels is a major factor within this. South East Water has embraced this issue and we look forward to working with them to deliver significant benefits to both their customers and their business.”

*Ofwat Customer Charter states: Reply to 95% of written enquiries (letters and emails) within 10 working days, unless a question is particularly complicated. Complaints, disputes and appeals - respond to 80% enquiries within 10 working days.

Source and for further information visit: www.ofwat.gov.uk

About Eptica

Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2007 Deloitte Technology Fast 500 EMEA.

Eptica has offices in the UK and France and operates worldwide through its network of partners. For more information please visit: www.eptica.com.

For Eptica press information, contact:

jd marketing
Kate Smyth
kates@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)118 949 7072

Eptica launches Eptica Express™: the first Email Management Solution dedicated to SMEs

Clare — 2008-06-27T07:00:00Z

Eptica, the European leader in web self-service and email management has launched Eptica Express™, an email management solution dedicated to SMEs.

Eptica Express optimises inbound email management and improves customer service quality levels through the centralisation of emails into one single efficient queue, displaying queries according to competence level or query type. Eptica Express is an on-demand solution that requires only a simple internet connection, no hardware investment and is 100% compatible with existing systems.

Although 80% of Eptica's customer base is made up of larger enterprises, Eptica understood that SMEs were also experiencing huge increases in online requests due to the rise in the internet as a communication channel between a business and its customers. Eptica Express was developed as a tool to equal those used by larger Eptica customers, but with the price and functionality adapted to the needs of the SME. The absence of any specific solution addressing these business needs for the smaller enterprise, gave Eptica impetus to develop Eptica Express.

The solution allows SMEs to manage customers enquiries promptly and efficiently. It provides a choice of template responses organised in a knowledge tree structure and a detailed customer history with 100% tracking of all enquiries. Real-time or deferred reports on volumes, productivity, query topics and most frequently used responses are also available.

Paul Barnes, managing director Eptica UK and Ireland commented: “Today, it is not enough of a differentiator for small businesses to simply have good products and competitive prices. They must also be reactive and maintain exemplary customer service.” Barnes continued: “Eptica's acquired experience in email management for larger enterprises, together with the evolution of the internet market, naturally led us to develop a solution dedicated to SMEs".

For Eptica press information, contact:

jd marketing
Kate Smyth
kates@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)118 949 7072 or +44 (0)7769 978351

About Eptica Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2007 Deloitte Technology Fast 500 EMEA.

Eptica has offices in the UK and France and operates worldwide through its network of partners. For more information please visit: www.eptica.com.

Eptica enables marketing and customer service collaboration at DatingDirect.com

Clare — 2008-06-03T12:10:01Z

Online Customer Service specialist Eptica has completed a programme with the UK's largest online dating service DatingDirect.com, to implement an online customer request handling system. The Eptica solution not only provides the customer services team with a multilingual, automatic email routing solution; but gives DatingDirect.com's marketing team visibility to customer comments through real-time reporting functionality. This enables the team to monitor customer feedback on new initiatives and changes to the site, giving them the capacity to react accordingly. The synchronisation of the marketing and customer service departments provides DatingDirect.com's customers with rapid responses to their enquiries and a greater level of online service.

When the company launched DatingDirect.com on a new platform in 2007, it was essential for the teams to monitor customer reaction by accessing in-bound comments as they were being posted. Eptica gave DatingDirect.com real-time visibility to monitor the volume and the nature of inbound emails just a few minutes after the platform migration began, allowing the teams to address any technical issues rapidly, some within 30 minutes.

With more than 3.5 million members, DatingDirect.com continuously strives to improve service levels. Johan Lebail, Global Customer Care Director commented: “With constant updates and new initiatives being added to DatingDirect.com, Eptica's reporting function has given us an invaluable tool to gauge the popularity of each additional feature, or marketing initiative, as soon as it has been implemented". He continued: “In addition the solution has enabled us to reduce our customer response times, whilst simultaneously increasing our staff productivity by 40%.”

Paul Barnes Managing Director at Eptica UK commented: “Positive customer experience has been central to DatingDirect.com's success. The company has effectively demonstrated how bridging the gap between marketing and customer services provides a rich information source gathered by one department, which can be used to enhance the other”. He concluded: “By managing online customer interactions more effectively, Eptica can assist businesses in providing customers with enhanced online experiences and provide organisations with more efficient, flexible and powerful customer contact operations.”

For Eptica press information, contact:

jd marketing
Kate Smyth
kates@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)118 949 7072 or +44 (0)7769 978351

About Dating Direct DatingDirect.com first went online in 1999, and is now the UK's largest dating website with more than 3.5 million members, each of whom has a detailed personal profile on the website. For more information please visit: www.datingdirect.com.

About Eptica Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2007 Deloitte Technology Fast 500 EMEA.

Eptica has offices in the UK and France and operates worldwide through its network of partners. For more information please visit: www.eptica.com.

Hotels.com signs with Eptica Email Management

Clare — 2008-05-06T07:00:00Z

New management solution to track world wide call centre operations

Hotels.com, the world's most visited hotel booking site*, has selected Eptica's Email Management solution to drive operational efficiency within contact centres in five locations worldwide.

The contact centres serve 32 Hotels.com points of sale across nine languages across a number of countries. Hotels.com will utilise Eptica Email Management to evaluate and track in-bound customer email enquiries and increase service levels.

This is the first time that Hotels.com has worked with an email management solution, and the new partnership with Eptica will enable more efficient reporting capabilities, tracking, queue management and visibility to contact centre activity. Reuben Goldsmith, call centre operations director at Hotels.com explained: “The new system has been specifically tailored to the need of Hotels.com and presents a scalable solution to grow with our business. It will ensure that we continue to deliver the high quality customer service to the enquiries we receive.”

Hotels.com selected Eptica following a thorough search of the market. Ursula Toulson, director of operations programme management at Hotels.com commented: “Our immediate requirement was the robust distribution and management of communication in a variety of different languages. We examined a number of vendors, but Eptica was most efficient at meeting our requirements.”

Eptica Email Management will provide Hotels.com with a solution to automate and manage electronic requests. Incoming emails are first analysed, and then routed to the most appropriate agent, according to their field of expertise, availability and also the email address and key words contained in the request. The solution automatically provides the agent with a detailed client history, enabling them to deliver fast and tailored responses.

The new solution from Eptica will bring consistent communications to Hotels.com customers. As Hotels.com works with agents that deal with both sales and support calls in outsourced contact centres, this new solution means Hotels.com can now monitor real-time activity globally. Average handling times, resolution rates and agent workload are all available through Eptica reporting allowing Hotels.com to set KPIs accordingly. Goldsmith concludes: “We can now track performance in real-time and create improvement plans to ensure we meet first contact resolution standards.”

Paul Barnes, Managing Director of Eptica UK: “Consumers are now more confident than ever in using the web to book holidays and accommodation. We are delighted to be able to support Hotels.com in their pursuit to provide customers with consistent, accurate and timely responses through online channels.”

*Hotels.com website is the most visited in the ‘Hotels/Accommodation provider' category, according to comScore Media Metrix.

For Eptica press information, contact:

jd marketing
Kate Smyth
kates@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)118 949 7072 or +44 (0)7769 978351

About Hotels.com www.hotels.com is the world's most visited hotels bookings site and the global hotels specialist. Operating in all major markets with dedicated staff, www.hotels.com is able to offer the widest range of quality hotels backed by impartial advice. www.hotels.com guarantees the best price in over 40,000 hotels and travellers can book online or by contacting one of our multi-lingual call centres on 0871 200 0171.

About Eptica Eptica is the leading European provider of multi-channel customer interaction software and is ranked on the 2007 Deloitte Technology Fast 500 EMEA.

Eptica has offices in the UK and France and operates worldwide through its network of partners. For more information please visit: www.eptica.com.

Eptica's multilingual solution - serving customers in 19 languages

Clare — 2008-01-15T15:00:44Z

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:

www.eptica.com

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.

For further press information, please contact:

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)118 949 7072 or +44 (0)7769 978351

jd marketing
Kate Smyth
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica gains momentum in Europe

Clare — 2007-10-04T12:22:26Z

As the contact centre industry continues to grow Eptica continues to be selected by innovative companies looking to drive business growth and increase customer satisfaction in Europe. In the last quarter, Eptica significantly grew its presence in European markets with new business wins in the UK and France including mobile telecommunications company Mobal, Cogent, Expedia and LaRedoute. Eptica was selected in many cases because of its proven capability to offer rapid speed of implementation; its strong market expertise; and its best practice solutions and processes.

“The rate of sales growth in Europe has been unprecedented in 2007, and has occurred across all geographies and sectors,” explains Paul Barnes, Managing Director Eptica UK. “As internet use rises, to remain competitive and successfully grow their businesses, organisations in Europe are realising that their businesses require proven, online customer service solutions that can deliver value rapidly. The completeness and scalability of Eptica's applications and the support for achieving rapid return on investment is helping to provide our customers with a competitive edge in European markets, while allowing them to remain focused on their customers in terms of value and service.”

Mobile communications company Mobal, selected Eptica's Email Management solution to manage all in-bound customer email enquiries and Eptica SelfService to allow customers to access a structured knowledge base of FAQs. Georgia Thompson is the customer service project manager at Mobal: “Our business has grown considerably in the last 12 months and the level of enquiries we receive has grown too. We discovered that many of our in-bound telephone enquiries were the result of customers not being able to find relevant information on our website in the first instance. It was therefore essential that we had a strong knowledge base to allow our customers to access information for themselves online.” Eptica's solutions allow organisations to offer continual customer service. By allowing all types of online customer contact to be managed more effectively, whether that is offering interactive customer service and support via web self-service, email, chat, co-browsing, fax, letter, SMS; or building long-lasting personalised relationships with their clients, Eptica can help organisations to maximise the benefit of online growth.

About Eptica: Eptica is a leading provider of online customer service software. Eptica solution 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 150 clients in many sectors such as:
Financial Services: ING Direct, Barclays Bank, Société Générale,
Public Sector: Brent Council
Retail: La Redoute, IKEA, Carrefour
Travel & Tourism: TUI, Opodo
Utilities & Manufacturing: Renault, Total,Gaz de France

Press Contacts:

jd marketing
Kate Smyth
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

Survey reveals Web Self-Service is firmly on the agenda for European contact centres

Clare — 2007-09-18T15:25:23Z

In a recent survey conducted by online customer service solutions provider Eptica, web self-service was stated as the feature that most interested businesses in the future development of their customer contact centres. Over 63% of respondents expressed an interest in web solutions ahead of other channels such as SMS and chat.

The survey was conducted amongst Eptica's existing European customers with a view to evaluating the role of online customer services within corporate strategies, examining existing priorities and anticipated future needs. Eptica's customers span many market sectors including retail, financial services, telecoms, local government, travel, leisure and education. 96% of respondents surveyed stated that customer service is a crucial element in their company's global strategy. This supports recent findings by The Aberdeen Group who reported that a well-crafted customer self-service strategy can have a demonstrable impact on financial and growth objectives.

Over 86% of Eptica's customers surveyed said they anticipate their customers' requirements by learning from in-bound queries and asking customers direct through surveys and interviews. Respondents go on to say that 56% of their customers view consistency, accuracy and speed of response to be the key components of successful online customer service.

Web self-service puts powerful, intelligent functionality in the hands of customers so that they can quickly access relevant answers. However, Eptica warns that a successful online customer service strategy does not focus solely on directing customers to the web to drive down costs and reduce call centre agent hours. It is more about giving the customer options to service their own needs through the channel of their choice and providing consistency across these channels.

Respondents were asked to list the principal benefits they had achieved since deploying Eptica. These were found to be:

Improved accuracy of initial response
Enhanced customer service level
Increased agent productivity
Reduced operational costs

Paul Barnes, Managing Director Eptica UK, commented: “This survey has highlighted that web self-service will be at the top of the contact centre agenda for many businesses in 2007 and beyond. At Eptica we encourage our customers to view web self-service as a way to both enhance service levels and empower customers”.

About Eptica - www.eptica.com

Eptica is a leading provider of online customer service software. Eptica 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:

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.

Press Contacts:

jd marketing
Kate Smyth
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

8 good reasons why you should visit Eptica at CC Expo...

Clare — 2007-09-18T15:24:46Z

1. Optimise online customer service - Provide your customers with an enhanced online experience and provide your organisation with a more efficient, flexible and powerful customer contact operation.

2. Empower your customers - Allow your customers to find their own answers on your website by simply browsing using natural language searches. Give them the power to search your knowledge base and intelligent FAQs, to ask questions in their own words whenever they like, with results presented instantly.

3. Provide quality information and service 24/7 - Successful web self-service depends upon the quality and quantity of information available and the ease with which it can be accessed. To help organisations continuously fine tune their knowledge base and improve the quality of their replies, customers are invited to score each document used on your website, providing Service Managers with crucial feedback in real-time on customer satisfaction levels.

4. Effectively manage communication - The fastest growing customer service challenge faced today is the need to transform the ways we communicate with customers. To differentiate through customer service, an organisation needs to be able to effectively manage online communication, and have confidence that every communication with a customer is a positive representative of the organisation.

5. Differentiate - The opportunity to enlist in email management and web self service means that organisations can differentiate themselves and cut costs without losing personalisation.

6. Consistency of communication - Careless emails can be costly to an organisation - being able to apply consistency to every email is essential in a litigious climate.

7. European success stories - Eptica's proven success in the European market, with customers like: Barclays Bank, Ikea, Mobal, Brent Council, ING Direct, Danone, Total, Exxon and others.

8. Excel in customer service - Eptica's sole focus is to provide solutions to enable contact centres and e-business oriented companies to create, manage and develop in real-time, their relationship with clients, suppliers and partners via the internet.

Eptica will also be hosting a cheese and wine tasting reception at CC Expo on Wednesday 26th September at stand E22, from 3pm. Please come along to meet the Eptica team!

Mobal selects Eptica's solution to manage online enquiries at international customer contact centre

Clare — 2007-09-17T10:23:45Z

International mobile communications company Mobal has selected Eptica's Email Management solution to manage all in-bound customer email enquiries and Eptica SelfService to allow customers to access a structured knowledge base of FAQs. The solutions will also provide Mobal with an automated real-time reporting facility on agent activity.

Mobal operates from their head office in the UK but serves the US market providing a straightforward international mobile phone service to US travellers. Many US mobile phones do not work outside of the country zone and Mobal provides mobile phone solutions to customers such as; corporate organisations, holidaymakers, celebrities and entertainers who would like the use of a mobile phone without paying roaming or monthly fees. The UK customer contact centre handles all in-bound customer enquiries, post and pre-sale, over email and telephone. Enquiries usually cover technical, billing or support questions.

Mobal already receive a high volume of emails and anticipate a significant increase in volume through business development. Many of the in-bound email enquiries are repeat questions based around FAQs, but Mobal's current method of processing emails provides limited functionality only allowing agents to store a nominal amount of response templates, making the process complex, time consuming, and non-standardised.

With this in mind, Mobal set about searching for a solution to manage online customer service enquiries and set up web self-service. Mobal reviewed several companies during the search, finally selecting Eptica Email Management and Eptica SelfService based on their rich product functionality and Eptica's understanding of the company's specific requirements and expectations.

Georgia Thompson is the customer service project manager at Mobal: “Our business has grown considerably in the last 12 months and the level of enquiries we receive has grown too. We discovered that many of our in-bound telephone enquiries were the result of customers not being able to find relevant information on our website in the first instance. It was therefore essential that we had a strong knowledge base to allow our customers to access information for themselves online.” She continues: “We required an automated email management tool not only to save us valuable agent time, but to ensure our customers receive the same consistent level of service whether they contact us via the web or telephone.”

Mobal expect Eptica Email Management and SelfService to deliver the following benefits once fully implemented:
A reduction in call levels and a rise in the web self-service function
Reduction in telephone queue abandonment
Fast and tailored responses due to complete visibility to customer history
Intelligent FAQs
Standardisation of customer service levels throughout the company
Saving of valuable agent time with suggested email templates, allowing agents to spend more time dealing with complex enquiries
Easier training/monitoring of new members of staff
Automated reporting on agent activity

Thompson said of Mobal's relationship with Eptica: “Eptica has really exceeded our expectations by deploying the email management part of the solution ahead of schedule and by offering us extensive support during a time when many of our contact centre staff are taking annual leave. They are a great team to work with.”

Paul Barnes, Managing Director of Eptica UK, commented: “Mobal has a unique product offering that its customers depend on and needs to provide a level of customer service to reflect this. We are delighted to be able to help Mobal achieve customer service excellence through email management and web self-service.”

About Mobal World Phones - www.mobalrental.com Mobal World Phones was founded in the UK during the mid-1980s; its aim - to provide travellers with a straightforward international cell phone service that was high on convenience and value for money.

Two decades later Mobal has grown in size, status and services. Today, Mobal is a world leader in telecommunications with operations in Europe, North America and Asia Pacific.

This established global presence means that Mobal is able to keep pace with the constant changes in the cellular industry, and introduce new services such as the Mobal GSM World Phone.

About Eptica - www.eptica.com

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.

Press Contacts:

jd marketing
Kate Smyth
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

IDC report highlights the benefits of online customer service

Clare — 2007-09-17T10:21:28Z

Highlights of the research include:

Consumer expectations now demand the availability of web self-service and email interaction
Confirmation of the reduced cost of online channels of customer service over traditional telephone contact - this is estimated at often more than 90%
Recognition that many companies have failed to connect their website with the contact centre
Impact of this is mismatch in performance between contact centre and on-line service levels - leading to customer churn and brand erosion
30% of companies confirmed resource issues were often at the heart of poor online performance IDC looked at two companies that had successfully implemented online customer service to drive down cost and improve service
Mistergooddeal.com implemented a web self- service initiative which increased sales but immediately reduced email queries by 30%
Paris Chamber of Commerce achieved aggressive service level response times through implementing email management. It also reduced the time required by highly paid professionals to answer queries through selective, managed automated response
Conclusion - joined up customer service requires investment in online strategy and collaboration between e-commerce and contact centre professionals

To download a FREE copy of the IDC White Paper "Web Self-Service and email-management - a winning combination" please visit www.eptica.com

Press Contacts:

jd marketing:
Kate Hill
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
T:+ 44(0) 7769 978351

Eptica accelerates its European expansion

2006-12-14T17:04:11Z

Eptica, leading provider of e-CRM software and specialists in incoming email management, has consolidated its 2006 position as French market leader and aims to become European leader in 2007.

Eptica has currently over 150 customer references across all sectors and has managed over 100 million emails in the past five years. Its solutions are sold under licence with particular take-up of its new ASP module: only seven months after its launch in May 2006, over 35% of Eptica's clients have opted for the new ASP solution, Eptica ASP-Ready™.

Founded in 2001, Eptica proves its position as French market leader and anticipates continued and accelerated growth in 2007, particularly through ASP mode sales and the development of its specialist partners' network.

Eptica's partnership with Atos Wordline was given the seal of approval at the IE Club awards on the 22nd November 2006, when named as prize-winners by the Observatory of Innovative Large Entreprises and SME Relations , further confirming the reliability of a solution which has already attracted PPR Group's principal brands, such as La Redoute, Fnac Eveil Et Jeux. Eptica and Atos continue their collaboration, working with prestigious names including Renault Communications, Mistergooddeal and more recently with new references, Aquarelle, ExxonMobil and Finaref.

As well as continuing to develop its partnerships with solution partners and technology integrators, Eptica's major objective in 2007 will be greater expansion abroad, in Europe in particular, through new local teams. The opening of a new London office in September 2006 has already helped secure a contract with public sector client, Brent Council.

As part of its international growth plan, Eptica is currently appointing seven new positions, including sales, pre-sales and project managers, based either in London or Paris.

As is only fitting for an innovative business and solution provider, Eptica has always invested considerably in the research and development of new solutions. Eptica will maintain this policy in 2007, devoting 35-40% of its turnover to these investments. From November 2007, Eptica will also join the competitiveness pole, CAP DIGITAL .

The beginning of 2007 will see the launch of a new offering: an entirely new software platform capable of integrating with solutions and localising and adapting them to each key territory's unique needs. This platform will also provide marketing, communication and sales tools and technical pre-sales and sales support.

About Eptica - www. eptica.com:

Eptica is a leading provider of innovative e-CRM software solutions entirely developed to allow companies reach two crucial objectives:

Optimise the management of their multi-channel customer service and support (email, selfservice, chat, fax, letter, SMS);
Build long-lasting personalized relationships with their clients thanks to an in-depth understanding of their expectations and specific needs.

A spin-off from the EADS Group, Eptica distributes its e-CRM solution suite, Eptica Enterprise Suite, through its international network of partners, VARs and consultants such as CapGemini, Steria, Accenture, Bull, Atos Worldline, Valoris, JP Technologies, JetMultimédia, AmecSpie, Altrasoft, Newpoint, FrontCall/Soft Computing, Callone, IMC, LaSer, Arvato Services, Acticall, Action Market, Nemesis and Sitel.

Eptica's 150+ clients include:

• Banks & insurance: ING Direct, Barclays Bank, Société Générale, Crédit du Nord, Sofinco, Ionis, Cofinoga, Crédit Agricole, Médiatis, MAAF, MMA, assurOne ...

• Public Sector: Brent Council, INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie, etc.

• Distribution: La Redoute, IKEA, Sephora, Vertbaudet, Carrefour, Cyrillus and Somewhere (PPR Group), Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Nature & Découvertes, Conrad, Conforama, Bon Prix, Daxon, Club Dial and Musicandfilm, etc.

• Travel & Tourism: Nouvelles Frontières, Mundoviaje.com, UCPA, Voyage Loisirs, France Billet, Vivacances, Locafilm, etc.

• Media & Press: ELLE Catalogue, ELLE Boutique, Editis (Bordas, Nathan), Prisma Presse, Les Echos, Bayard Presse, Bayard web, Notretemps.com, Editions Vidal, etc. • Utilities & Manufacturing: Renault, Total, Groupe Danone, Peace Systems Integration (Taiwan), Gaz de France, etc.

• Services: DealTime (USA), MEETIC, La Poste, Club Internet, Tir Groupé, Photo Service, Les Taxis Bleus, Inmopolis, etc.

Press Contacts:

jd marketing
Kate Hill
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

Are you proud of every single email being sent out by your customer services team?

2006-12-14T16:32:47Z

Eptica at Call Centre Expo 2006 - putting the customer at the heart of email strategy

CC Expo 2006: Email specialists Eptica, will be bringing email management solutions to Call Centre Expo 2006. Currently being used at organisations such as IKEA, ING Direct and Brent Council, Eptica will be demonstrating Eptica Email Management, which organises and automates the processing of electronic requests by providing a personalised, relevant response process to ensure that customers are serviced promptly, efficiently and consistently. With email being the second most used communication channel between customers and companies after the telephone, Datamonitor research has predicted that by 2007 companies will see a reduction in the use of telephones by 4%, and an increase of up to 24% in email communication.

Eptica Email Management ensures agents automatically have a comprehensive customer history for a more individual and tailored reply, together with a choice of best response email templates which reduce response delays and boosts the quality of replies. Eptica's solutions also offer detailed monitoring of the customer contact centre with agent activity and queuing reports, allowing the business to quickly evaluate in real time the efficiency of their customer service and if necessary re-allocate resources to manage staff more efficiently and ensure that Service Level Agreements (SLA's) are always met.

Pascal Roche IT Director French retailer FNAC, which has stores in every French city selling; CD's, books, DVD's and computer accessories, commented on Eptica's Email Management solution: ‘We boosted productivity by 25% and improved the quality of our online customer service as a result of Eptica's solution'.

Other customers have commented on the benefits of Eptica Email Management: ‘Beyond efficiently processing incoming emails, this tool enables us to archive and analyse both customer queries and agent replies'. Yvonne Perrot, Service Manager for INSEE: French National Institute for Statistics and Economic Studies).

‘We have calculated that after the first 3 months we have boosted our productivity by 18%, and we have not yet used all the features that Eptica Email Management can offer.' Christophe Robyn, Contact Centre Manager at online electronic retailer Conrad.

As the email channel is a written interaction channel, Eptica Email Management also makes it is easier to quickly identify the latest trends in customer concerns, needs and interests. The solution is easy to implement and accessible via a simple web browser.

Visit Eptica at stand C85 at Call Centre Expo, 3- 4 October 2006, Birmingham NEC.

Press Contacts:

jd marketing
Kate Hill
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

Brent Council Implementation case study

2006-12-14T16:22:59Z

Benefits Summary:•

Increased speed and efficiency meeting inbound electronic customer enquiries

Email response time reduced by 33%
Standardisation of all email responses
Improved agent satisfaction

About Brent Council:

Brent Council's call centre receives seven to eight thousand customer enquiries each month covering areas such as: Revenue and Benefits, Street Care and Environmental Health. Approximately 10% of all enquiries are generated by email. Brent Council has five teams of agents dealing with customer enquiries; one being dedicated to responding to all inbound email enquiries. This team was created to serve the increasing number of customers communicating with the council by email.

The Challenge:

As per their service level agreement (SLA) targets, Brent Council's call centre teams aim to respond to 100% of inbound emails within one working day. The email response processes previously in place at the council were time consuming and non-standardised - often the construction of a response would be at the individual agent's discretion - and without automatic alerts or reporting facilities, supervisors and contact centre managers were unable to monitor service quality and performance.

The call centre agents themselves first brought the issues of inconsistency and untimeliness to the attention of Marjaneh Shahabi, Telephone and Online Manager of Strategic Operations: ‘The call centre teams were keen to reach the service levels set to meet customer expectations. A number of our agents had expressed that the current system was too lengthy, cumbersome, difficult to learn and ultimately inefficient in managing and dealing with inbound customer email enquiries.'

With the steady increase of inbound email communication, Shahabi decided to search for a solution which would allow the call centre teams to meet SLA targets, improve speed and efficiency, and raise the overall standard of response customers would receive.

The Solution:

Email management specialists Eptica introduced Marjaneh Shahabi to Eptica Email Management™ at Call Centre Expo in November 2005. Eptica Email Management allows call centres to organise, and where possible automate, the processing of electronic requests, thereby ensuring that customers are serviced promptly, efficiently and consistently. Shahabi saw that Eptica's solution would improve call centre operations at Brent Council and by December 2005, the council had purchased Eptica Email Management.

With Eptica Email Management, incoming emails are first analysed to identify the main topic of the request, then routed to the most appropriate agent, according to the expertise required. In Brent Council's case, the email response team of 11.5 (full time equivalent) staff receive and respond to all email enquiries in the first instance.

One of Brent Council's main objectives was quality of service - they wanted to ensure greater consistency and accuracy, whilst maintaining a high level of personalisation. The current system set up by Eptica now offers agents various tools to reduce delays and boosting quality: For example, agents receive an automatic comprehensive customer history from the council's external back office legacy systems, together with a choice of best response email templates that can then be modified so that each query receives an individually tailored reply.

Eptica's solution also offers Brent Council detailed monitoring facilities. Reports on quality of service and agent workload allow managers to evaluate customer service efficiency in real time, if necessary re-allocating resources to ensure that Service Level Agreements are always met.

The Benefits:

The implementation of Eptica Email management has brought significant benefits to Brent Council and its customers with its speed, standardisation, efficiency and employee satisfaction.

Prior to the implementation, Brent council spent up to 30 minutes responding to an inbound customer email. This time was spent understanding the enquiry - which in some cases involved looking up the customer's history - crafting a suitable response, making sure the tone was correct, running a spell check, etc.. Eptica Email Management has united these processes and reduced response times to just 10 minutes each. Instead of constructing a response from scratch, or copying and pasting from previous emails, agents simply select from a range of standardised templates, pick one to suit the enquiry and then, if need be, personalise it to match the individual customer's needs.

Decreasing the response times has allowed agents to deal with a higher volume of enquiries, thus meeting the standards set by the council. Together with a speedier response come the standardisation, consistency and improved efficiency with which an enquiry is now met. For tricky, complex queries, agents can call upon their supervisors to check their reply before it is sent out to the end customer. Agents are also encouraged to update the Council's response knowledge base by suggesting their own tried and tested replies to their supervisor. Once templates are verified, they are entered into a library to boost the standards and efficiency of operations across the call centre.

As a result, agents have found Eptica Email Management easy to use, with training a faster and simpler process than before. This has in turn increased the morale and motivation of the teams.

Eptica offers Marjaneh Shahabi a wide range of real-time monitoring and reporting features to efficiently manage the contact centre. With over 50 web-based reporting tools, she can closely monitor responses and performance to ensure high levels of customer service are consistently met. A feature that Shahabi particularly appreciates is the ability to programme a report to be generated at a set time - for example, every night - in Excel or HTML, “so yesterday's agent activity report can be waiting in my inbox first thing every morning, ready for analysis” remarks Shahabi.

Information is now at everyone's fingertips: Ergonomic dashboards present a general overview, while sophisticated drill down features give supervisors a precise picture of, for example, an agent's performance, or the number of emails on a specific topic. Interactive alerts have been set up to automatically warn supervisors of any unanswered emails and full, random, or targeted agent monitoring can be carried out. Furthermore, inbound enquiries are now categorised and logged for detailed analysis, improving the Council's understanding of its constituents' needs and expectations.

Eptica worked in consultation with Brent Council to implement Eptica Email Management. At each stage of the project, Eptica monitored and maintained efficiency levels with Brent to ensure that they got the most out of the solution.

Marjaneh Shahabi concludes: ‘We are very pleased with what Eptica Email Management has done for levels of customer service, speed and efficiency in responding to inbound customer enquiry emails at Brent Council. We feel confident that we are now extremely well equipped to deal with email enquiries as effectively as possible, and that as this method of communication increases, we will continue to meet our Service Level Agreement targets.'

Eptica hosts first UK Email Management seminar - Boost your Internet Customer Services

2006-12-07T13:24:16Z

Email specialist Eptica will be hosting a seminar at The Soho Hotel on Thursday 7th December to bring email management best practice to businesses in the UK. With 25% of customers choosing to communicate with businesses by email, the importance of managing email effectively cannot be ignored. The seminar has been designed to provide insight into winning strategies and technologies that enable the provision of successful customer service support by effective email management. The seminar is aimed at contact centre managers, supervisors and team leaders from all business sectors

Online Dating specialists Meetic, will be revealing how they improved customer services and efficiency for their 17 million customers, whilst reducing costs and maintaining their leadership in Europe with a multimedia and multi-language contact centre. Other speakers include Steve Morrell, founder director and principal analyst at ContactBabel, who will be discussing the reality of today's contact centre and its requirements for the future.

Olivier Njamfa, CEO of Eptica explained: ‘We wanted to bring our vast experience of email management, real life case studies and best practice techniques to contact centre managers in the UK in a forum where discussion and opinion are encouraged. Email is the second most used communication method between customers and companies, and this figure is rising. Real time email management is now a priority action for contact centre managers'.

Press Contacts :

jd marketing
Kate Hill
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

Eptica bring email management solutions to Edinburgh

2006-11-09T14:52:16Z

Email specialist Eptica will be exhibiting its email management solutions at the 12th Annual Customer Contact Association Convention in Edinburgh, between 14 - 15th November 2006. Eptica will be demonstrating Eptica Email Management™, which organises and automates the processing of electronic requests by providing a personalised, relevant response process, to ensure that customers are serviced promptly, efficiently and consistently. Eptica's solutions are currently being used in organisations such as IKEA, ING Direct and Brent Council.

Eptica arrives at Edinburgh's CCA Convention fresh from its success at Birmingham's Call Centre Expo, where the Eptica team met 25% more companies looking to boost efficiency, improve productivity and meet SLA's with email management, than in previous years.

Eptica Email Management ensures that agents automatically have a comprehensive customer history for a more individual and tailored reply, together with a choice of best response email templates, which reduce response delays and boost the quality of replies. Eptica's solutions also offer detailed monitoring of the customer contact centre with agent activity and queuing reports, allowing the business to quickly evaluate in real time the efficiency of their customer service and if necessary re-allocating resources to manage staff more efficiently and ensure that Service Level Agreements (SLA's) are always met.

Olivier Njamfa, CEO of Eptica commented: ‘Eptica has enjoyed great success from exhibiting at industry events and trade shows this year; real time email management is now becoming a priority action for contact centre managers. The CCA Convention is an excellent opportunity for Eptica to meet those interested in proactively managing email interaction with their customers.

Eptica are at stand A06 at the CCA Convention, EICC Edinburgh.***********************************************************

About Eptica - www. eptica.com:
Eptica is a leading provider of innovative e-CRM software solutions entirely developed to allow companies reach two crucial objectives:

• Optimise the management of their multi-channel customer service and support (email, selfservice, chat, fax, letter, SMS);

• Build long-lasting personalized relationships with their clients thanks to an in-depth understanding of their expectations and specific needs.

Eptica's 150+ clients include:

• Banks & insurance: ING Direct, Barclays Bank, Crédit du Nord, Sofinco, Ionis, Cofinoga, Crédit Agricole, Médiatis, MAAF, MMA, AssurOne ...

• Public Sector: Brent Council, INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie, Pas-de-Calais Habitat...

• Travel & Tourism: Nouvelles Frontières, Mundoviaje.com, UCPA, Voyage Loisirs, France Billet, Vivacances, Locafilm...

• Media & Press: ELLE Catalogue, ELLE Boutique, Editis (Bordas, Nathan), Prisma Presse, Les Echos, Bayard Presse, Notretemps.com, Editions Vidal...

• Utilities & Manufacturing: Renault, Total, Groupe Danone, Peace Systems Integration (Taiwan), Gaz de France...

• Services: DealTime (USA), MEETIC, La Poste, Club Internet, Tir Groupé, Photo Service, Les Taxis Bleus, Inmopolis ...

Press Contacts:

jd marketing
Kate Hill
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

"Bayard Presse Group" deploys Eptica Email Management in ASP mode

2006-10-10T10:06:00Z

Bayard Presse, publisher of over 140 magazines worldwide, has deployed Eptica Email Management in ASP mode to manage email communication from readers and subscribers to its 60 Internet sites.

Since the launch of its online service in 1997, Bayard Presse Group's objective has been to link the development of its magazine sales to the commercial development of its three mail order catalogues: Catalogue Chrétiens-service, Catalogue Notretemps and Catalogue Jeunesses . Internet subscriptions and orders were increasing rapidly, resulting in a continuous rise in email communication.

Today, Bayard Presse receives 400 to 500 emails per day. To manage this flow, Bayard Presse chose to invest in a proficient solution allowing the optimisation of email management whilst assuring pertinent and personalised responses to the group's readers and subscribers.

They chose Eptica-ASP Ready, an incoming email management solution in ASP, a flexible and upgradeable solution, which perfectly matches the needs of the publishing sector.

“Faced with the rapid expansion of the Bayard Group's Internet activity, we needed to quickly deploy a competitive and efficient email management solution which would also be supple and cost transparent. Eptica Email Management in ASP mode corresponded perfectly to our needs”, declares François Lair, Customer Services Manager, Bayard Group.

In the month since its installation, the solution has been used to successfully manage requests from readers and subscribers to Group Bayard's three Internet sites. Email requests are categorised into three groups: commercial requests, ie subscriptions, orders and queries, technical requests, ie queries about connection to the sites and complaints.

Recently deployed, the solution is already bearing fruit: Customer Services has already noticed a decrease in the number of Spam mail received, improved traceability and better tracking thanks to each contact's unique and linked case history. Moreover, the reporting and statistical tools provided by the solution allow the tracking of email management activity in real-time, the measurement of the Contact Centre's efficiency and the optimisation of customer service.

Group Bayard's future objective is to enrich the solution with the integration of other modules from the suite and to extend the solution to several of the group's subsidiaries.

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About Eptica - www. eptica.com:
Eptica is a leading provider of innovative e-CRM software solutions entirely developed to allow companies reach two crucial objectives:

• Optimise the management of their multi-channel customer service and support (email, selfservice, chat, fax, letter, SMS);

• Build long-lasting personalized relationships with their clients thanks to an in-depth understanding of their expectations and specific needs.

Eptica's 150+ clients include:

• Banks & insurance: ING Direct, Barclays Bank, Crédit du Nord, Sofinco, Ionis, Cofinoga, Crédit Agricole, Médiatis, MAAF, MMA, AssurOne ...

• Public Sector: Brent Council, INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie, Pas-de-Calais Habitat...

• Travel & Tourism: Nouvelles Frontières, Mundoviaje.com, UCPA, Voyage Loisirs, France Billet, Vivacances, Locafilm...

• Media & Press: ELLE Catalogue, ELLE Boutique, Editis (Bordas, Nathan), Prisma Presse, Les Echos, Bayard Presse, Notretemps.com, Editions Vidal...

• Utilities & Manufacturing: Renault, Total, Groupe Danone, Peace Systems Integration (Taiwan), Gaz de France...

• Services: DealTime (USA), MEETIC, La Poste, Club Internet, Tir Groupé, Photo Service, Les Taxis Bleus, Inmopolis ...

Press Contacts :

jd marketing
Kate Hill
kateh@jdmarketing.co.uk
T:+ 44(0) 20 8297 5388

Eptica:
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

Eptica Enterprise Suite: The full suite is now available in ASP mode

2006-10-04T12:51:22Z

Following the launch last May of “Eptica Email Management ASP Ready”, Eptica can today offer four further modules of the Eptica Enterprise Suite E7 solution in ASP mode: “Eptica SelfService ASP Ready”, “Eptica Live Interaction ASP Ready”, “Eptica Fax-Courrier-SMS ASP Ready” and “Eptica Outbound ASP Ready”.

Flexible, efficient and upgradeable, Eptica's solutions in ASP mode continue to convince companies keen to manage their clients' Internet communications, without restrictions and at least-cost.

Since its launch last May “Eptica Email Management ASP Ready” has been adopted by more than 30% of its clients. The solution “Eptica Email Management ASP Ready” guarantees efficient email management; it allows companies to provide rapid, pertinent and personalised responses to their clients' emails.

The full suite of “Eptica Enterprise Suite E7” is now available:

• “Eptica SelfService ASP Ready” proposes an online Customer Services, available 24/7, 7 days a week,

• “Eptica Live Interaction ASP Ready” allows interactive dialogue with Internet customers through chat or co-navigation,

• “Eptica Fax-Courrier-SMS ASP Ready” manages clients' communications via fax, courier or SMS,

• “Eptica Outbound ASP Ready” helps maintain a long-lasting, personalised relationship with your clients thanks to targeted outgoing communication.

Faced with the rapid development of email as the communication medium of choice, the ASP mode solutions are perfectly adopted for those situations when businesses are swamped with email and when the deployment of a proficient solution becomes a priority for the success of the business.

Flexible and instantly operational, they allow businesses:

• To efficiently absorb the flow of clients' demands via Internet

• To minimise costs

• To optimise the quality of their service

• To fully exploit their client capital

The new “Eptica ASP Ready” solutions present numerous advantages:

• Low entry-level costs thanks to monthly payment instalments,

• The solutions' systematic updates and direct maintenance included in the subscription,

• No IT infrastructure is necessary and minimum technical skills suffice.

The hosting method chosen by Eptica recognises security and data constraints. The “Eptica ASP Ready” offer is directly available from Eptica or its hosting partners such as Jet Multimédia, Atos Worldline, Soft Computing, Altrasoft and more who have integrated the five Eptica Entreprise Suite E7 in their ASP platforms.

This offer was recently selected by several reference clients including Photo Service, Renault Communication, Natures & Décovertes, les Editions Vidal, Bon Prix, Made in Sport, Cyrillus, Taxi Bleu and, more recently, the Bayard Presse Group.

Faced with businesses' passion for solutions in ASP mode, Eptica predicts that the majority of its clients will choose ASP mode.

Brent Council One Stop Service uses Eptica Email Management to respond to 100% of email enquiries within a day

2006-10-01T13:38:00Z

Brent Council One Stop Service joins a growing list of organisations to improve service and cut costs with Eptica Email Management.

Date: Eptica, the leading email management solution provider, today announces that Brent Council One Stop Service has successfully implemented Eptica Email Management™ within its Telephone/Online Service based in Wembley. Brent Council One Stop Service will use Eptica Email Management to organise and automate the processing of electronic requests, by providing a personalised, relevant response process, to ensure that customers are serviced promptly, efficiently and consistently. The council joins a growing list of UK and European customers including Barclays Bank, Ikea, ING Direct, Danone, Total, Exxon, and The Parisian Chamber of Commerce.

The selection of Eptica Email Management was driven by a desire to meet service level agreements (SLA's) set by the One Stop Service to respond to 100% of inbound enquiries within one working day. The council was seeking a way to standardise the process of responding to emails and to reduce the time taken to respond to inbound email enquiries. The Telephone/Online Service at Brent Council receives forty to fifty thousand customer enquiries each month covering areas such as: Revenue and Benefits, Street Care and Environmental Health. Approximately 3% of all enquiries are generated by email, and this trend is growing.

Marjaneh Shahabi, Telephone/Online Strategic Operations Manager commented: ‘The telephone and Online teams were keen to reach the service levels set to meet customer expectations. Last year, a number of our agents had expressed concern that the system they were using was cumbersome, difficult to learn and ultimately inefficient in managing and dealing with inbound customer email enquiries.'

Eptica's Email Management solution today allows Brent Council to increase the speed and efficiency with which inbound electronic customer enquiries are met. However, reducing response times and increasing productivity was just one aspect of Brent Council's objectives. Eptica's solution has equally helped it improve its quality of service by standardising all email responses sent out by the Telephone/Online team, and thus ensuring customers receive correct and relevant information every time. In addition, Brent Council can now fully leverage Eptica's contact centre wide, sophisticated real-time monitoring and reporting features to streamline the workload and increase agent satisfaction.

Olivier Njamfa, CEO of Eptica commented: ‘Email is fast becoming the communication method of choice for customers seeking to get in touch with organisations of all sizes and vertical markets. We are delighted that Brent Council has benefited from effective real time email management and is now providing an enhanced level of service to customers, and delivering personalised replies faster than ever before.'

Over 30% of Eptica's customers have already chosen Eptica's "ASP-Ready" solution to manage its incoming emails

2006-09-30T22:00:00Z

Eptica customers such as Renault Communication, Nature et Découvertes, Bayard Presse Group and Photo Service have recently selected Eptica's ASP-Ready solution. Flexible and scalable, it does not need any complex technical parameters to be set on the customer side and is immediately operational. Today, over 30% of Eptica's customers have chosen Eptica ASP-Ready solution to manage their incoming emails.

In anticipation of this new demand, and always keen to meet customers' expectations, Eptica has ensured that all its solutions are equally available in ASP mode. Aimed at Customer Service departments of small to medium size businesses who are usually very cost conscious when it comes to IT investment and maintenance, Eptica ASP-Ready offers numerous advantages:

• Low entry costs as you are charged monthly

• Regular upgrades of the product at no extra cost

• No need to invest time and money in costly IT infrastructure or personnel

• Great flexibility of use: “Eptica ASP-Ready” quickly adapts to the varying needs of companies by enabling you to easily move on from ASP mode to licence mode

• The hosting mode selected by Eptica follows strict security and confidentiality norms.

Furthermore, as volumes of email queries have been growing exponentially over the past few years, “Eptica ASP-Ready” equally attracts companies who were looking for a dedicated email management solution that could be implemented in a matter of days or weeks rather than months. Today, over 30% of Eptica's customers have opted for our email management solution in ASP mode and we are expecting this trend to continue in the months to come.

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About Eptica - www. eptica.com:

Eptica is a leading provider of innovative e-CRM software solutions entirely developed to allow companies reach two crucial objectives:

• Optimise the management of their multi-channel customer service and support (email, selfservice, chat, fax, letter, SMS);

• Build long-lasting personalized relationships with their clients thanks to an in-depth understanding of their expectations and specific needs.

Eptica's 150+ clients include:

• Banks & insurance: ING Direct, Barclays Bank, Crédit du Nord, Sofinco, Ionis, Cofinoga, Crédit Agricole, Médiatis, MAAF, MMA, AssurOne ...

• Public Sector: Brent Council, INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie, Pas-de-Calais Habitat...

• Travel & Tourism: Nouvelles Frontières, Mundoviaje.com, UCPA, Voyage Loisirs, France Billet, Vivacances, Locafilm...

• Media & Press: ELLE Catalogue, ELLE Boutique, Editis (Bordas, Nathan), Prisma Presse, Les Echos, Bayard Presse, Notretemps.com, Editions Vidal...

• Utilities & Manufacturing: Renault, Total, Groupe Danone, Peace Systems Integration (Taiwan), Gaz de France...

• Services: DealTime (USA), MEETIC, La Poste, Club Internet, Tir Groupé, Photo Service, Les Taxis Bleus, Inmopolis ...

***********************************************************

Press contacts:

jd marketing
Kate Hill
kateh@jdmarketing.co.uk
+44 (0)20 8297 5388

Eptica
Clare McRobbie
mcrobbie@eptica.com
+44 (0)7769 978351

"Société Générale" signs a worldwide corporate agreement with Eptica, France's n°1 Email Response Management Solution

2006-09-27T12:21:08Z

"Société Générale", the worldwide banking group invests in Eptica's Email Management solution and Eptica's SelfService solution.

Eptica and Action Market improve Outiror's customer services

2006-09-05T14:53:00Z

Within the framework of their new agreement of partnership, A2iA and Eptica launch a common solution of dematerialization dedicated to the customer services

2006-08-24T09:06:00Z

Eptica, numéro 1 de la gestion des emails entrants, s'associe à A2iA, spécialiste mondial de la reconnaissance intelligente de l'écriture manuscrite cursive et imprimée et de la classification intelligente de documents.

Les deux éditeurs proposent désormais une offre commune de dématérialisation des services clients reposant sur l'intégration du moteur A2iA DocumentReader à la solution « Eptica Fax-Letter-SMS ».

Eptica, éditeur d'une technologie de pointe dans la gestion des emails entrants qui compte déjà plus de 100 références clients, s'associe à A2iA, le seul éditeur sur le marché de la Lecture Automatique de Documents à gérer la reconnaissance automatique et la classification des fax et des courriers entrants.

La solution « Eptica Fax-Letter-SMS » permet de centraliser les courriers entrants et les fax reçus des clients et de les gérer grâce à l'ensemble des fonctionnalités de la plate-forme Eptica : workflow, tracking, systèmes d'alertes, aides à la réponse, base de connaissance, reporting... Cette solution permet également aux entreprises d'avoir une approche sur différents canaux.

Pour optimiser son offre, Eptica s'appuie dorénavant sur le moteur A2iA DocumentReader basé sur la technologie « Full IWR » (Intelligent Word Recognition). Cette technologie développée par A2iA permet la lecture intelligente des documents, fax ou courriers entrants, quel que soit le format d'écriture et repose sur la localisation, l'extraction et la reconnaissance de paragraphes ou de mots clés. A2iA DocumentReader constitue une innovation indispensable pour une automatisation de la dématérialisation du courrier dans les entreprises.

« Grâce à ce partenariat les entreprises bénéficieront du savoir-faire d'Eptica dans le traitement des emails entrants, étendu aujourd'hui à la gestion des courriers et des fax entrants », souligne Olivier Njamfa, Président et CEO d'Eptica.

Cette nouvelle solution commune A2iA/Eptica facilite le traitement et la gestion de tous types de demandes clients. Elle se concrétise par l'extraction et la classification des informations contenues dans les fax et les courriers entrants (nom de l'expéditeur, numéro client, objet du document...). Elle permet de diriger automatiquement ces documents vers des conseillers chargés d'apporter, après une remontée instantanée de la fiche client, des réponses pertinentes et personnalisées très rapidement pour chaque client. L'agent pourra par exemple choisir de répondre à une lettre urgente par fax tout en informant le client par SMS.

Eptica and its new partner Action Market, improve the customer service of OUTIROR

2006-07-13T15:50:00Z

Dans le cadre de sa politique de partenariat avec les principaux outsourcers du marché, Eptica, Editeur de solution de gestion de la Relation Client Plurimédia et numéro 1 de la Gestion des emails entrants, a signé un accord avec Action Market, outsourcer spécialisé dans le conseil, l'accompagnement et la gestion d'activités de vente à distance. Outiror s'appuie sur la synergie de ce partenariat pour mettre en place une véritable solution de marketing relationnel.

En 40 ans, la société Outiror est devenue le leader de la distribution non sédentaire grâce à un concept de distribution unique : chaque jour des animateurs de vente, des camions-magasins se rendent au cœur des villages, à la rencontre des clients, afin de leur apporter du matériel de bricolage, de jardin et des biens d'équipement pour la maison. Les clients choisissent préalablement leurs produits sur Internet ou via le catalogue papier distribué à cet effet quelques jours avant le passage du camion.

Face à la croissance des demandes client en ligne (déjà plus de 100 emails par jour), Outiror souhaitait mettre en place une solution professionnelle pour gérer ses emails. Cette solution lui permettra d'améliorer le processus de fidélisation de ses clients internautes : commande d'un catalogue, demande de conseil sur un produit, suivi de la commande, heure et date de passage des camions, service après-vente, etc...

Action Market, outsourcer privilégié d'Outiror, s'est chargé de lui fournir une solution clé en main dédiée à la gestion des emails qui s'appuie sur la technologie « Eptica Email Management » Implémentée en moins de trois mois, « Eptica Email Management » est utilisée par une dizaine de conseillers qui traitent à la fois les appels et les emails entrants de la société Outiror.

En production depuis juin 2005, les équipes ont déjà constaté des gains de productivité mais c'est surtout la qualité du service qui s'est amélioré : Réduction des délais de réponse, faible taux de réouverture des dossiers.

Après quelques mois d'utilisation, Outiror a intégré l'option « Dynamic Information Push » d'Eptica. Cette option permet d'insérer automatiquement des informations personnalisées dans la réponse de l'agent : enquête de satisfaction, vœux anniversaire, offres promotionnelles etc...

A propos d'Action Market www.action-market.com

ACTION MARKET est prestataire de service, expert de la gestion d'activités de Vente A Distance. ACTION MARKET intervient et accompagne ses clients dans : • Le conseil en organisation • La gestion d'activités VAD et e-commerce • La gestion de la relation clients multi-canal (téléphone, fax, papier, e-mail)

A propos d'Eptica -www.eptica.com :

Optimiser la gestion de leurs contacts clients plurimédia (email, selfservice, chat, fax, courrier, SMS) ;
Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques. Emanation du Groupe EADS, Eptica commercialise sa gamme de solutions e-CRM, Eptica Enterprise Suite, dans le monde entier à travers son réseau de partenaires (sociétés de conseil et SSII) tels que Capgemini, Steria, Accenture, Bull, Atos Wordline, Valoris, JP Technologies, JetMultimedia, AmecSpie, Altrasoft, Newpoint, FrontCall/Soft Computing, Callone, IMC, LaSer, Arvato services, Acticall, Action Market, Nemesis, Sitel en France. Eptica compte plus de 100 clients grands comptes en France tels que : o Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Médiatis, MAAF, MMA, AssurOne.... o Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Pas de Calais Habitat... o Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes Conrad, Carrefour, IKEA, EDITIS (Bordas, Nathan...), Verbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm, Prisma Presse... o Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm... o Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone... o Services : Les Taxis Bleus, Club Internet, MEETIC, Tir Groupé, Photo Service... A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)...

Onisep presents its web visitors with a new way of accessing their information: Thanks to Eptica SelfService documents are available "à la carte"

2006-06-22T13:41:13Z

Avec une base de plus de 8000 formations, 20 000 adresses d'établissements et 400 métiers, l'Onisep a pour mission de recueillir, de traiter, de produire et de diffuser l'information à destination des jeunes, de leurs familles ou aux équipes éducatives. En choisissant la solution logicielle « Eptica SelfService » l'Onisep a pu mettre en place un service en ligne performant qui facilite l'accès à l'information aux Internautes.

L'Onisep, (Office national d'information sur les enseignements et les professions), est un établissement public sous tutelle du ministère de l'éducation nationale, de l'enseignement supérieur et de la recherche.

Depuis la refonte récente de son site Internet, l'Onisep propose deux offres : l'une à destination du grand public, étoffée d'un certain nombre de services, la seconde, spécialisée pour les professionnels de l'éducation. Ce site a été reconstruit dans le but de développer les échanges et d'apporter une aide pratique adaptée. Le projet comportait également la création d'un service de réponse aux questions par Internet.

Dans ce contexte, l'Onisep souhaitait s'équiper d'une solution logicielle l'aidant à optimiser son service en ligne. Ainsi, après consultation des différentes offres du marché, l'organisme a choisi « Eptica SelfService »

« Le flot de courriels va augmenter de manière exponentielle dans les années à venir, la mise en place des solutions Eptica va nous permettre d'anticiper cette montée en charge, de maîtriser le flux de demandes par Internet tout en ayant un contrôle qualité approfondi » déclare Bruno ROITEL, Directeur Informatique de l'Onisep.

En optant pour « Eptica SelfService », l'Onisep va offrir une information en ligne, riche et structurée en rapport avec l'orientation et la formation des collégiens, lycéens, étudiants, parents d'élèves et enseignants. Avec une base de plus de 40 000 questions et 3000 réponses et grâce à un puissant moteur de recherche basé sur l'analyse sémantique, les Internautes pourront accéder rapidement à une information pertinente et cohérente en saisissant simplement un où plusieurs mots dans le champs de recherche.

Du côté de l'administration de la base de questions/réponses, « Eptica SelfService » permet aux rédacteurs de mettre à jour, supprimer ou ajouter des documents en quelques clics seulement.

Le déploiement initié en mai est quasiment finalisé pour les centres de Starsbourg et Amiens. L'Onisep a prévu un déploiement national à partir de septembre 2006.

A propos d'Eptica -www.eptica.com

Optimiser la gestion de leurs contacts clients plurimédia (email, selfservice, chat, fax, courrier, SMS) ;

Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.

o Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Barclays Bank, Médiatis, MAAF, MMA, assurOne….

o Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie…

o Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes, Conrad, Carrefour, Conforama, Bon Prix, IKEA, Vertbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm…

o Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm…

o Média Presse : Editis (Bordas, Nathan), Prisma Presse, Les Echos, ELLE Catalogue, ELLE Boutique, Bayard Presse, Bayard web, Notretemps.com, Les éditions Vidal…

o Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone…
o Services : La poste, Les Taxis Bleus, Club Internet, MEETIC, Tir Groupé, Photo Service…

A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)...

"Eptica SelfService" ensures a customer service 24h/24 and 7d/7

2006-06-06T16:06:00Z

A partir du site web de l'entreprise, le client ou prospect accède en quelques secondes à une information ou à une réponse pertinente et cohérente. La solution logicielle « Eptica SelfService » contribue ainsi à une prise en compte immédiate des demandes des internautes pour une meilleure relation client sans conséquence sur les coûts opérationnels.

Récemment choisie par la CNAV, l'ONISEP, Mistergooddeal, ou encore les éditions VIDAL, la solution « Eptica SelfService » permet aux entreprises de mettre en place un Service Client en ligne à forte valeur ajoutée, disponible 24h/24, 7j/7.

Des réponses pertinentes et immédiates grâce à une base de connaissance et des outils de recherche puissants

Loin des simples FAQ, «Eptica SelfService» permet aux internautes de trouver eux mêmes les réponses à leurs questions grâce à la mise en ligne d'une base de connaissance riche, structurée et automatiquement mise à jour.

Avec son interface conviviale, «Eptica SelfService» permet aux internautes d'accéder à l'information en naviguant parmi une base de documents classés par thèmes ou en utilisant les outils de recherche avancés basés sur l'analyse sémantique, proposés par la solution. Les documents les plus consultés ou les mieux notés sont également affichés pour assurer un accès encore plus rapide à l'information clé du moment.

Si toutefois, l'internaute ne trouve pas de réponse satisfaisante, il peut orienter sa demande vers un agent du Centre de Contacts, par email ou chat.

Une base de connaissance toujours en phase avec les besoins clients

Afin de proposer des informations toujours pertinentes et à jour, la base de connaissance est dotée d'un mécanisme qui lui permet de s'auto-enrichir continuellement en fonction de l'utilisation des internautes (fréquence de consultation des documents, attribution de note…). Les rédacteurs du Service Client contribuent également, à travers l'interface d'administration et en quelques clics seulement, à la mise à jour et à la gestion les documents.

Des coûts opérationnels réduits et un service client de qualité

Facile et rapide à déployer, « Eptica SelfService » répond aux deux enjeux fondamentaux d'un marché de plus en plus compétitif : Mieux informer ses prospects et servir rapidement ses clients. De plus, la mise en place de la solution permet de réduire le nombre de demandes clients envoyées au Centre de Contacts, ce qui contribue à une baisse des coûts opérationnels et à une valorisation du travail des conseillers qui pourront ainsi se concentrer uniquement sur les demandes clients à forte valeur ajoutée.

***

A propos d'Eptica : www.eptica.com

Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Médiatis, MAAF, MMA, AssurOne, Barclays Bank….
Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie, Pas-de-calais habitat…
Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes, Conrad, Carrefour, Conforama, Bon Prix, IKEA, Vertbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm…
Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm…
Média Presse : Editis (Bordas, Nathan), Prisma Presse, Les Echos, ELLE Catalogue, ELLE Boutique, Bayard Presse, Notretemps.com, Editions Vidal
Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone…
Services : La poste, Club Internet, MEETIC, Tir Groupé, Photo Service, Les Taxis Bleus, …

A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)..

Conrad France increased productivity by 18% with Eptica Email Management

2006-05-28T22:00:00Z

Conrad France améliore sa productivité de 18% avec «Eptica Email Management »

Trois mois seulement après avoir déployé « Eptica Email Management », Conrad France, filiale française du géant Allemand de la VPC électronique (Informatique, Loisirs, éclairage, …) annonce des gains de productivité de 18% et une meilleure qualité de service.

Conrad est présent sur Internet depuis avril 2000. Avec plus de 20 000 références en ligne, réparties sur ses deux sites web, l'un professionnel, l'autre grand public, Internet s'est rapidement imposé comme un canal stratégique. Les réponses aux emails clients ont toujours bénéficié d'une attention particulière.

Entre 2004 et 2005, le nombre de demandes clients via Internet a augmenté de 20% passant de 60 000 emails à plus de 72 000. L'utilisation de la messagerie Lotus Notes a alors rapidement atteint ses limites. Pour faire face à ces flux croissants d'emails entrants, le service client de Conrad décide de s'équiper d'une solution professionnelle, capable de gérer de façon optimale l'ensemble des processus de réponse et permettant de gagner en productivité et en qualité de service.

«Après un appel d'offres de plusieurs mois, nous avons opté pour la solution Eptica qui nous semblait la plus adaptée à notre métier et aux attentes de nos clients, souligne M. Christophe Robyn, Responsable Production du Service Clients . Nous sommes ravis de ce choix car « Eptica Email Management » est une application très conviviale, ergonomique, avec une traçabilité des clients sans faille, de la demande jusqu'à la réponse. Il faut souligner également que nous n'avons jamais eu un projet informatique qui se soit aussi bien passé, tant en termes de délais que de résultats. »

Utilisée par une trentaine d'agents, la solution « Eptica Email Management » qualifie d'abord les demandes en fonction de leurs provenances : particulier ou professionnel et les route ensuite selon les compétences commerciales ou techniques de l'agent. Puis, le système propose automatiquement les meilleures réponses type correspondant au profil de la demande client. Le système stocke ainsi plus de 150 réponses type classées par thème. Aujourd'hui, le taux d'utilisation de ces réponses type atteint 54%.

Le récent déploiement de la solution Eptica Email Management porte déjà ses fruits. En effet, les équipes du service client ont vu leur productivité augmenter de 18% et ont pu constater également un gain réel en terme de qualité de service.

A court terme, il est prévu d'intégrer la solution Eptica au CRM de Conrad.

A propos de Conrad France - www.conrad.fr

Conrad France est la filiale française du groupe Conrad, leader européen dans la vente à distance de matériel électronique, informatique, mesure, composants, audio-vidéo et bricolage, aussi bien pour le grand public que pour les professionnels.

Conrad est un des leaders de la distribution de matériel électronique en Europe via le multicanal. Tous les produits et services sont disponibles en vente par correspondance (catalogue), dans les magasins et sur internet. Depuis avril 2000, Conrad est présent sur le web français, offrant une gamme complète de 20 000 articles en ligne.

Avec 3 millions de pages vues par mois, www.conrad.fr est devenu un acteur important de la vente en ligne de matériel électronique en France.

A propos d'Eptica -www.eptica.com :

Optimiser la gestion de leurs contacts clients plurimédia (email, selfservice, chat, fax, courrier, SMS) ;

Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.

o Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Médiatis, MAAF, MMA, AssurOne….

o Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Pas de Calais Habitat…

o Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes Conrad, Carrefour, IKEA, EDITIS (Bordas, Nathan…), Verbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm, Prisma Presse…

o Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm…

o Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone…>br>

o Services : Les Taxis Bleus, Club Internet, MEETIC, Tir Groupé, Photo Service…

A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)...

AssurOne has chosen "Eptica ASP-Ready", Eptica's leading ASP solution to manage incoming customer emails

2006-05-21T22:00:00Z

Grâce à « Eptica ASP-Ready», assurOne, le courtier en ligne, améliore les performances du traitement de ses e-mails entrants, accélère la rapidité et la personnalisation des réponses à ses nombreux clients tout en réduisant ses coûts de gestion.

Créé en 2004, la société de courtage en assurances assurOne commercialise des offres d'assurance auto, deux roues, habitation et santé à destination du grand public des internautes.

Depuis sa création, assurOne a construit son activité autour d'Internet avec comme objectifs de privilégier la relation directe et la dématérialisation des processus, afin de proposer des tarifs performants sur le marché et de coller aux nouveaux modes de consommation de son public-cible, les jeunes. Confronté rapidement à un flux croissant de courriers électroniques entrants et après une phase de traitement artisanal, le courtier en ligne a décidé de s'équiper d'une solution spécialisée.

Avec plus de 2500 emails par mois, volumétrie en croissance permanente, assurOne décide de s'équiper d'une solution permettant d'industrialiser le processus de gestion des emails tout en apportant des réponses pertinentes et personnalisées à ses clients.

Après analyse de l'offre du marché, le choix s'est rapidement porté sur la solution « Eptica ASP-Ready »

« Cet outil nous a séduit par son ergonomie conviviale et sa facilité d'installation. Ses multiples références venaient également attester de sa capacité à fonctionner dans un environnement de production », explique Jeremy Garamond, directeur associé d'assurOne.

La solution a été paramétrée pour router les demandes clients selon trois catégories : Les sinistres, les prospects, les clients.

Les opérateurs répondent en temps réels aux demandes des clients et utilisent pour cela une cinquantaine de réponses types proposées par le système en fonction du profil de la requête.

De plus, les outils de reporting et de statistiques proposés par la solution permettent de disposer d'une meilleure visibilité sur l'activité de gestion des emails et d'adapter les offres en fonction des attentes des clients.

Utilisée en mode ASP et hébergée chez Viatelecom, partenaire d'Eptica, la solution a été installée sur un serveur spécifique et interfacée avec le logiciel de CRM d'assurOne. Grâce à cette intégration, les informations recueillies et traitées via « Eptica ASP-Ready » sont injectées dans l'outil CRM.

Au-delà de la qualité de service apportée aux clients d'assurOne, Eptica ASP-Ready, qui assure le traitement de grands volumes d'emails entrants, va permettre à assurOne de faire face sereinement à l'évolution de ses activités. Le courtier qui gère déjà un portefeuille de plusieurs milliers de contrats entend en faire un outil stratégique.

A propos d'assurOne- www.assurone.com

assurOne (Filiale du groupe SALTIEL) est le 1er courtier indépendant en assurance sur Internet. Créé par 4 associés en juin 2004, assurOne est l'alliance parfaite entre l'expertise de l'assurance et une véritable compréhension du cyberconsommateur.

Depuis sa naissance en 2004, assurOne permet non seulement l'élaboration rapide et efficace de devis en ligne mais propose surtout la conclusion immédiate du contrat et la prise d'effets instantanés des garanties.

Courtier et gestionnaire en ligne, assurOne propose au grand public des contrats d'assurance couvrant les principaux risques des personnes privées : les automobiles, les deux roues, les habitations et la santé.

A propos d'Eptica -www.eptica.com

Optimiser la gestion de leurs contacts clients plurimédia (email, selfservice, chat, fax, courrier, SMS) ;

Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.

Eptica compte plus de 100 clients grands comptes en France tels que :

o Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Barclays Bank, Médiatis, MAAF, MMA, assurOne….

o Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie…

o Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes, Conrad, Carrefour, Conforama, Bon Prix, IKEA, Verbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm,

o Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm…

o Média Presse : Editis (Bordas, Nathan), Prisma Presse, Les Echos, ELLE Catalogue, ELLE Boutique, Bayard Presse, Bayard web, Notretemps.com

o Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone…

o Services : Les Taxis Bleus, Club Internet, MEETIC, Tir Groupé, Photo Service… A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)...

Patrick Haie joins Eptica as Partner & Alliance Manager

2006-05-08T22:00:00Z

Patrick HAIE, 44 ans, ingénieur de ESE (Supélec), a débuté sa carrière en 1985 chez Schlumberger, en tant que Responsable Technique d'une unité de production d'outils électroniques.

Il rejoint le secteur informatique en 1988, ou il occupe des responsabilités commerciales chez Bull puis participe au développement de la filiale Teradata en France.

En 2000, il est nommé Directeur Alliances au sein de la société I2 Technologies en charge de Capgemini, Deloitte, Accenture, CSC et en 2003, il a rejoint SAS comme Ingénieur d'Affaires Alliance.

Patrick Haie est aujourd'hui recruté par la société Eptica, Editeur de logiciels de Gestion de la Relation Client Plurimédia (Email, Selfservice, Chat, Fax, Courrier, SMS) et N°1 de la gestion des emails entrants. Il devra assurer la fonction de Responsable Partenariats et Alliances.

******

A propos d'Eptica : www.eptica.com

o Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Médiatis, MAAF, MMA, Assureone….

o Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Université de Picardie…

o Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes, Conrad, Carrefour, Conforama, Bon Prix, IKEA, Verbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm,

o Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm…

o Média Presse : Editis (Bordas, Nathan), Prisma Presse, Les Echos, ELLE Catalogue, ELLE Boutique, Bayard Presse, Bayard web

o Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone…

o Services : Les Taxis Bleus, Club Internet, MEETIC, Tir Groupé, Photo Service…

A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)...

Eptica launches Eptica Enterprise Suite E7

2006-04-20T13:28:01Z

A l'occasion du SECA, Eptica enrichie sa suite logicielle de Relation Client , avec trois nouveaux modules, « Eptica SelfService », « Eptica Fax-Letter-SMS » et « Eptica Outbound ».

Les solutions logicielles d'Eptica sont déjà utilisées par plus d'une centaine de clients, tous secteurs d'activités confondus. Les trois nouveaux produits proposés permettront aux entreprises d'offrir un Service Client plurimédia, (email, selfservice chat, fax, courrier, SMS).

Eptica SelfService : propose un Service Client en ligne, disponible 24h/24, 7j/7. Eptica apporte aux internautes une solution de libre-service, facile d'utilisation et riche en contenu. A partir du site web de l'entreprise, les internautes peuvent trouver des réponses à leurs questions en naviguant au travers d'une liste dynamique de documents organisés hiérarchiquement par thèmes et sous thèmes.

Pour retrouver rapidement une information spécifique, les internautes peuvent également effectuer une recherche à partir d'un ou plusieurs mots ou formuler une question en texte libre. Grâce au système d'analyse sémantique, le moteur de recherche d'Eptica propose les réponses les plus pertinentes. Les résultats sont ensuite présentés par ordre de correspondance, avec en priorité les documents les plus appropriés. De plus, les internautes ont la possibilité d'attribuer une note aux documents qui leur sont présentés. Les rédacteurs pourront ainsi vérifier que la base de connaissance, pilotée par le serveur Eptica, est toujours à jour et correspond parfaitement aux besoins des clients. Si l'internaute ne trouve pas de réponse satisfaisante, il peut orienter sa demande vers un agent du Centre de Contacts, par email ou chat. Pour plus de personnalisation des réponses, l'historique de la navigation de l'internaute peut être ajouté à la question du client.

Eptica Fax-Letter-SMS : permet de prendre en charge la gestion des demandes des clients par fax, courrier et SMS.

« Eptica Fax-Letter-SMS » permet de centraliser la gestion des échanges par courrier et par fax en s'appuyant sur les fonctionnalités clés d'Eptica tels le workflow, le tracking, les alertes, l'aide à la réponse, la base de connaissances, le reporting…. Cette solution permet également aux entreprises d'avoir une approche plurimédia. L' agent pourra par exemple, choisir de répondre à une lettre urgente par fax tout en informant le client par SMS. Cette solution peut être utilisée en « Stand Alone » ou intégrée dans un Centre de Contacts email et/ou téléphonique.

Eptica Outbound : permet de maintenir une relation privilégiée avec ses clients à travers une communication sortante ciblée.

Répondre aux clients lorsqu'ils contactent l'entreprise n'est qu'une première étape dans la Relation Client. « Eptica Outbound » permet de maintenir cette relation dans le temps, en établissant un dialogue régulier et pertinent avec eux.

Créé pour répondre aux besoins des Centres de Contacts, « Eptica Outbound » permet au Service Client de recontacter des clients ou prospects et de leur envoyer par exemple, une enquête de satisfaction ou des informations complémentaires sur un produit ou service (offre promotionnelle sur un article pour lequel ils avaient demandé des précisions…). « Eptica Outbound » permet de sélectionner une ou plusieurs personnes de la base clients Eptica en fonction de nombreux critères afin de leur envoyer une communication ciblée. La cible peut être définie selon un critère propre au client (adresse, âge, services qu'ils utilisent…) ou selon un critère spécifique à la demande envoyée au Service Client (réclamation, informations sur un nouveau produit…). Les envois sont au format texte ou HTML et peuvent être rédigés soit à la volée, soit à partir de modèles pré-établis (annonce d'un retard de service ou de livraison, envoi de «bons d'achat» suite à des réclamations, enquête de satisfaction…). Ces envois ciblés sont ensuite historisés par Eptica dans la fiche client et sont à tout moment consultables par les agents.

Ainsi, avec ces trois nouveaux modules, Eptica est en mesure de proposer une offre complète de Relation Client plurimédia (email, selfservice, chat, fax, courrier, SMS). « Notre ambition est de proposer à nos clients toutes les briques logicielles leur permettant de déployer par étapes leurs centres de contacts plurimedia.» Déclare Olivier Njamfa, PDG de la société Eptica.

****

A propos d'Eptica -www.eptica.com :
Eptica est un éditeur de logiciels qui conçoit, développe et commercialise une gamme de solutions logicielles innovantes de Relation Client, entièrement conçue pour permettre aux entreprises d'atteindre deux objectifs fondamentaux :

Emanation du Groupe EADS, Eptica commercialise sa gamme de solutions e-CRM, Eptica Enterprise Suite, dans le monde entier à travers son réseau de partenaires (sociétés de conseil et SSII) tels que Capgemini, Steria, Accenture, Bull, Atos Wordline, Valoris, JP Technologies, JetMultimedia, AmecSpie, Altrasoft, Newpoint, FrontCall/Soft Computing, Callone, IMC, LaSer, Arvato services, Acticall, Action Market, Nemesis, Sitel en France. Eptica compte plus de 100 clients grands comptes en France tels que :

Banques & Assurances : Crédit du Nord, Sofinco, Ionis, Cofinoga, ING Direct, Crédit Agricole, Médiatis, MAAF, MMA, Assureone….

Secteur Public : INSEE, Urssaf de Paris, CNAV, CPAM, CNED, ONISEP, CCI Nice Côte d'Azur, Ministère de la Santé, Pas de Calais Habitat…

Distribution : La Redoute, Fnac.com, Fnac-Eveil & Jeux, France Loisirs, Marionnaud Parfumeries, Mistergooddeal, Sephora, Nature & Découvertes Conrad, Carrefour, IKEA, EDITIS (Bordas, Nathan…), Verbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm, Prisma Presse…

Voyages & Loisirs : UCPA, Voyage Loisirs, France Billet, Vivacances, Nouvelles Frontières, Locafilm…

Energie et Industrie : Renault, Gaz de France, Total, Groupe Danone…

Services : Les Taxis Bleus, Club Internet, MEETIC, Tir Groupé, Photo Service…
A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com et Inmopolis (Espagne)...

Eptica launches "Eptica-Financial Edition", a vertical offer adapted to the requirements of the Financial Sector

2006-03-16T23:00:00Z

Fort de son expertise dans le secteur Banque et Assurances avec des grands noms tels que : Groupe Crédit du Nord, Crédit Agricole, ING Direct, MAAF Assurances, MMA, COFINOGA, SOFINCO, MEDIATIS... Eptica a développé «Eptica-Financial Edition». Cette nouvelle solution propose une large palette d'options et de fonctionnalités particulièrement adaptées aux besoins de ces deux secteurs d'activités.

Face au phénomène de standardisation des produits et services financiers, amplifié par la diversité et l'accessibilité des offres sur Internet, la qualité de la relation client quel que soit le canal de contact, fait partie des éléments différenciateurs pour le consommateur qui va devoir choisir sa banque ou sa compagnie d'assurance.

« Eptica-Financial Edition » est une solution de gestion de la relation client par Internet, développée en partenariat avec les références du secteur. Elle a pour objectif de répondre à leurs problématiques spécifiques en termes de relation client par email étendue à l'ensemble du réseau des agences, de personnalisation et de confidentialités des échanges. La solution permet également d'améliorer la connaissance des habitudes et des comportements des clients afin d'optimiser la qualité de service

« Eptica-Financial Edition » assure une relation client par email efficace étendue à l'ensemble du réseau des agences : Grâce à la technologie des « agents déconnectés » disponibles dans cette offre sectorielle, une banque ou une compagnie d'assurance peut dorénavant donner la possibilité à son réseau d'agence, de répondre aux emails client avec la même efficacité que le centre de contacts. « Eptica-Financial Edition » s'appuie sur le moteur d'analyse puissant du serveur Eptica afin de diriger les demandes au bon interlocuteur : centre de contacts ou conseiller client en agence. Les conseillers clientèles, dispersées en France ou à l'étranger, peuvent alors accéder à l'ensemble des fonctionnalités de la solution (les meilleures réponses types, l'historique du client...) à partir de leur propre messagerie (type outlook ou Lotus) et apporter à leurs clients des réponses pertinentes, dans les meilleurs délais.

« Eptica Financial Edition » personnalise les échanges avec les clients en toute confidentialité : Avec L'option Webpage Response chaque banque ou compagnie d'assurance offre à ses clients un espace sécurisé et personnalisé, accessible à partir du site web, via un simple login et mot de passe. Cet espace permet également au client d'interagir avec sa banque en toute sécurité et d'archiver l'historique de ses échanges avec le service client.

« Eptica-Financial Edition » permet de collecter de précieuses informations client facilement accessible pour un meilleur service : Grâce au Datamart disponible dans l'offre « Eptica-Financial Edition », les agents des agences bancaires, des compagnies d'assurances ou de leurs centres d'appels peuvent désormais accéder et exploiter l'ensemble des informations clients récoltées lors de leurs échanges emails. Ainsi les offres proposées sont affinées, les besoins anticipés et la qualité de service optimisée.

**** A propos d'Eptica :
Eptica est un éditeur de logiciels qui conçoit, développe et commercialise une gamme de solutions logicielles innovantes de Relation Client, entièrement conçue pour permettre aux entreprises d'atteindre deux objectifs fondamentaux :

Établir et suivre, via Internet, un échange interactif avec leurs clients, que ce soit par email, chat ou co-navigation ;
Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.
Emanation du Groupe EADS, Eptica commercialise sa suite logicielle d'e-CRM, Eptica Enterprise Suite, dans le monde entier à travers son réseau de partenaires, sociétés de conseil et SSII tels que Capgemini, Steria, Accenture, Bull, Atos Wordline, Valoris, JP Technologies, Altrasoft, JetMultimedia, AmecSpie, Newpoint, FrontCall, Callone, IMC en France. Et à l'international, Smartcall (UK), JEM Technologies (UK), Green Meadows (Benelux), Business & Décision (Espagne).
Eptica compte déjà parmi ses clients de grands comptes tels que Crédit du Nord, Sofinco, IONIS, Cofinoga, ING direct, AssurOne, Crédit Agricole, MMA, Cetelem, MAAF... dans le secteur Banques & Assurances ; INSEE, CPAM, Urssaf de Paris et de la Region parisienne, CNAV, CNED, CCI Nice Côte d'Azur, Ministère de la santé, SACEM, Ministère de la santé, Gaz de France... dans le secteur Public ; FNAC.com, Carrefour, France Loisirs, Marionnaud Parfumeries, EDITIS (Bordas, Nathan...), Vertbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm.fr (Groupe Universal), Mistergooddeal, Fnac Eveil & Jeux, Conrad, IKEA, Sephora, Natures & Découvertes ; dans le secteur de la Distribution ; LaSer, Sitel, Arvato services, Acticall, Action Market Nemesis ... comme outsourceurs ; UCPA, Voyage Loisirs, France Billet, Nouvelles Frontières, Vivavacances, Locafilm.com... dans le secteur des Voyages & Loisirs ; ainsi que, Prisma Presse, Les Taxis Bleus, Club Internet, Meetic, Tir Groupé... A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com (Espagne)...

Eptica launches "Eptica-Retail Edition" a vertical offer adapted to the requirements of the Retail Sector

2006-03-05T23:00:00Z

Avec « Dynamic Information Push » et « Eptica Outbound » Eptica, éditeur de logiciels de relation client par Internet et spécialiste de la gestion des emails entrants, propose une nouvelle palette d'options particulièrement adaptée à ce secteur d'activité.

Adoptée par les leaders du secteur de la distribution et de la vente à distance, Eptica-Retail Edition a été développée en partenariat avec les références du secteur pour répondre à leurs problématiques spécifiques en terme de grosse volumétrie des emails, de gestion des priorités des demandes et de souplesse organisationnelle. Grâce à ses fonctionnalités de workflow, d'analyse, de routage des emails, une base de connaissances et un module avancé de statistiques et reporting, la solution Eptica-Retail est utilisée pour répondre à tous les emails clients, qu'il s'agisse de demande d'information, de support ou de réclamation.

Fort de son expertise du secteur de la distribution et de la vente à distance avec une trentaine de références dont Fnac.com, La Redoute, France Loisirs, Marionnaud....et, plus récemment, Carrefour, Sephora, Nature & Découvertes, Conrad,... et pour répondre aux attentes toujours en constante évolution de ses clients, Eptica a développé une large palette d'options particulièrement adaptée aux besoins de ce secteur.

Ces options permettent de créer une interaction personnalisée, d'offrir une qualité de service de haut niveau et d'augmenter les ventes croisées et additionnelles (up/cross selling). Ainsi :

Dynamic Information Push permet de pousser de façon dynamique et sans intervention de l'agent, du contenu dans l'email de réponse en fonction du profile de la requête. Il peut s'agir notamment d'insertion automatique en pied de page du nombre de points de fidélité du client ou d'offres promotionnelles adaptées à ses besoins...

Eptica Outbound permet au service client d'envoyer à une personne ou à un groupe de personne, des alertes emails ciblées. Il peut être utilisé pour envoyer une information complémentaire par rapport à une demande précédente, pour annoncer l'arrivage d'un nouvel article suite à une rupture de stock ou pour anticiper un retard de livraison.

.Avec l'explosion du nombre d'Internautes (24.3 millions en 2005 dont 13 millions d'acheteurs en ligne - source médiamétrie 2005) et dans un secteur d'activité où le client est de plus en plus exigeant et particulièrement volatil et complexe à analyser, un traitement efficace des emails entrants est gage de personnalisation, de réactivité et de connaissance du client, trois facteurs différenciateurs pour les enseignes de la distribution. En effet, Internet a fortement impacté le secteur de la distribution en devenant la principale source d'information pour les consommateurs et un outil indispensable de fidélisation et de recrutement de nouveaux clients pour les entreprises.

Eptica est ravie de compter parmi ses références, Sephora, le gagnant du Trophée Qualiweb 2006 de la meilleure relation client par email, ainsi que les trois lauréats du secteur VAD/VPC : Cyrillus, Fnac Eveil & Jeux et la Redoute.

A propos d'Eptica :

Établir et suivre, via Internet, un échange interactif avec leurs clients, que ce soit par email, chat ou co-navigation ;
Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.

Emanation du Groupe EADS, Eptica commercialise sa suite logicielle d'e-CRM, Eptica Enterprise Suite, dans le monde entier à travers son réseau de partenaires, sociétés de conseil et SSII tels que Capgemini, Steria, Accenture, Bull, Atos Wordline, Valoris, JP Technologies, Altrasoft, JetMultimedia, AmecSpie, Newpoint, FrontCall, Callone, IMC en France. Et à l'international, Smartcall (UK), JEM Technologies (UK), Green Meadows (Benelux), Business & Décision (Espagne).

Eptica compte déjà parmi ses clients de grands comptes tels que Crédit du Nord, Sofinco, IONIS, Cofinoga, ING direct, Assureone, Crédit Agricole, MMA, Cetelem, MAAF... dans le secteur Banques & Assurances ; INSEE, CPAM, Urssaf de Paris et de la Region parisienne, CNAV, CNED, CCI Nice Côte d'Azur, Net-entreprises.fr, SACEM, Pas de Calais Habitat, Gaz de France... dans le secteur Public ; FNAC.com, Carrefour, France Loisirs, Marionnaud Parfumeries, EDITIS (Bordas, Nathan...), Vertbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm.fr (Groupe Universal), Mistergooddeal, Fnac Eveil & Jeux, Conrad, IKEA, Sephora, Natures & Découvertes ; dans le secteur de la Distribution ; LaSer, Sitel, Arvato services, Nemesis ... comme outsourceurs ; UCPA, Voyage Loisirs, France Billet, Nouvelles Frontières, Vivavacances, Locafilm.com... dans le secteur des Voyages & Loisirs ; ainsi que, Prisma Presse, Les Taxis Bleus, Club Internet, Meetic, Tir Groupé... A l'international, Brent Council (UK) DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com (Espagne)...

Eptica, a leading provider of incoming email managment solutions, announces four Sectorial offers

2006-02-27T23:00:00Z

Eptica, éditeur de logiciels de relation client par Internet et spécialiste de la gestion des emails entrants, annonce le lancement de solutions dédiées aux secteurs de la banque-assurance avec « Eptica Financial Edition », de la distribution avec « Eptica Retail Edition », de l'e-administration avec « Eptica e-Government Edition », ainsi qu'une offre spécifique pour les outsourcers, « Eptica-Outsourcers Edition ».

Développée à partir de sa solution phare « Eptica Enterprise Suite » et grâce à un travail de proximité avec les entreprises clientes et non clientes qui font référence dans leur secteur d'activité, chacune de ces solutions intègre les processus et les meilleures pratiques des quatre secteurs d'activités précités. Elles permettront aux entreprises, PME et grands groupes de relever les challenges liés à l'optimisation de leur Centre de Contact Internet, à la satisfaction et à la fidélisation de leurs clients.

« Eptica-Financial Edition » offre une large palette de fonctionnalités développées pour répondre aux besoins des services financiers, particulièrement les banques et assurances, en termes de personnalisation des interactions avec les clients, de cohérence du discours quelque soit le canal de contact utilisé et de confidentialité des échanges. De plus, au-delà du centre de contact, et grâce aux agents déconnectés livrés avec la solution, une banque ou une compagnie d'assurance peut étendre l'efficacité de son service client par email à l'ensemble de ses agences.

« Eptica-Retail Edition », dédiée aux secteurs de la distribution et de la vente à distance, permet de répondre à leurs problématiques spécifiques en termes d'absorption de grosses volumétries d'emails, de gestion des pics d'activité, de gestion des priorités, et de souplesse organisationnelle. Elle est délivrée avec deux modules complémentaires: « Dynamic Information Push » et « Eptica Outbound ».

« Eptica-eGovernment Edition » répond aux attentes des administrations et collectivités locales en proposant une solution de self-service et une base de connaissances capable de prendre en main les demandes de premier niveau. Des systèmes avancés d'escalade et de traçabilité permettent de remonter les demandes vers les centres de contacts et de transférer les plus complexes d'entre elles aux départements ou experts concernés.

« Eptica-Outsourcers Edition » comprend notamment la possibilité de mettre en place une plateforme mutualisée, ainsi qu'un système de licence flottante. Les outsourcers se basent sur leur maîtrise des processus, ainsi que sur des économies d'échelle pour fournir à leurs clients un service multicanal performant. Pour répondre à ces enjeux de productivité et de qualité de service, Eptica a développé cette solution spécifique pour les outsourcers.

Pour mémoire, « Eptica Enterprise Suite » propose une gamme complète de solutions de gestion de la relation clients par Internet par email, chat ou co-navigation Elle est dotée d'un socle robuste composé d'un moteur de routage et d'analyse, d'un système avancé de workflow, d'une base de connaissance et d'un riche module de statistiques et de reporting. Avec plus de 90 références clients, issus de tous les secteurs d'activités, Eptica dispose d'une expérience qui lui a permis de décliner son offre en quatre solutions métiers, chacune disposant de modules ou fonctionnalités spécifiques à son secteur.

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A propos d'Eptica :

Eptica changes its corporate governance structure to a Supervisory Board and a Management Board instead of a Board of Directors

2006-01-30T23:00:00Z

Olivier Njamfa et Thierry Gandilhon, co-fondateurs et dirigeants d'Eptica, sont nommés respectivement, Président du Directoire et membre du Directoire- Directeur Général. Roger Haddad, fondateur et Président de KXEN, devient Président du Conseil de Surveillance.

Eptica, éditeur de logiciels de gestion de la relation client, spécialiste de la gestion des emails entrants et du Centre de Contacts Internet, fait évoluer son organisation en adoptant le mode de Directoire et Conseil de Surveillance.

Au niveau du Directoire : Olivier Njamfa, qui occupait le poste de Président Directeur Général (CEO) au sein d'Eptica, devient Président du Directoire.

Thierry Gandilhon qui occupait le poste de Vice-président et Directeur Technique d'Eptica, est nommé membre du Directoire, Directeur Général.

Au niveau du Conseil de Surveillance : Roger Haddad, fondateur et Président Directeur Général de KXEN (Knowledge eXtraction ENgines), est nommé président du Conseil de Surveillance. Il est rejoint par Jean Guetta en tant que Vice-président.

Ce Conseil de Surveillance est aussi composé de deux représentants des fonds : Nicolas Gagnez pour Crédit Agricole Private Equity, actionnaire financier du second tour et Inès Sen pour XAnge Capital, qui a mené la troisième levée de fonds d'Eptica, réalisée en juin 2005 pour un montant total de deux millions d'euros.

Inès Sen, analyste financier, spécialiste des métiers du monde postal, est membre des Directoires XAnge Private Equity et XAnge Capital.

Nicolas Gagnez, Fondateur de SNV et ancien Président de Mappy, est actuellement Directeur d'Investissements dans le secteur des technologies de l'information et des communications au sein de l'équipe Capital Risque du Crédit Agricole Private Equity.

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A propos d'Eptica : www.eptica.com

Eptica est un éditeur de logiciels qui conçoit, développe et commercialise une gamme de solutions logicielles innovantes de Relation Client, entièrement conçue pour permettre aux entreprises d'atteindre deux objectifs fondamentaux : Établir et suivre, via Internet, un échange interactif avec leurs clients, que ce soit par email, chat ou co-navigation ; Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.

Eptica compte déjà parmi ses clients de grands comptes tels que Crédit du Nord, Sofinco, IONIS, Cofinoga, ING direct, AssurOne, Crédit Agricole, MMA, Cetelem, MAAF. dans le secteur Banques & Assurances ; INSEE, URSSAF Paris, CPAM, CNED, CCI Nice Côte d'Azur, Net-entreprises.fr, SACEM, Pas de Calais Habitat, Gaz de France. dans le secteur Public ; FNAC.com, Carrefour, France Loisirs, Marionnaud Parfumeries, EDITIS (Bordas, Nathan.), Vertbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm.fr (Groupe Universal), Mistergooddeal, Fnac Eveil & jeux, Conrad, IKEA, Sephora, Natures & Découvertes. dans le secteur de la Distribution ; LaSer, Sitel, Arvato services, Nemesis . comme outsourceurs ; UCPA, Voyage Loisirs, France Billet, Nouvelles Frontières, Vivavacances, Locafilm.com. dans le secteur des Voyages & Loisirs ; ainsi que, Prisma Presse, Les Taxis Bleus, Club Internet, Meetic, Tir Groupé. A l'international, Brent Council (UK), DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com (Espagne)...

Brent Council chooses Eptica's "Email Management" solution to manage its incoming emails

2006-01-25T23:00:00Z

Seulement trois mois après l'ouverture de son bureau au Royaume-Uni, Eptica, N°1 des solutions de gestion d'emails entrants, a été sélectionnée par Brent Council -l'administration municipale de Brent, une région à l'ouest de Londres- pour automatiser la gestion des emails entrants de ses administrés.

Après consultation des principales offres du marché au niveau international, la solution proposée par la société française Eptica a été retenue pour son expertise sectorielle et son adéquation aux problématiques d'une administration publique telle que Brent Council.

Comme dans la plupart des pays Européen, le gouvernement britannique a montré au cours de ses dernières années une réelle volonté de moderniser son administration publique. Aujourd'hui, cette politique se concrétise par des investissements informatiques importants visant à simplifier et harmoniser les démarches administratives.

Fin août 2005, Eptica a réalisé sa troisième levée de fonds de 2 millions d'euros, dédiée principalement au déploiement à l'International, avec l'ouverture d'un premier bureau à Londres. La société Eptica avait en effet déjà identifié ce dynamisme du marché informatique britannique, confirmé par les récentes prévisions de Forrester Research Group sur l'évolution des dépenses informatiques en Europe au cours de l'année 2006.

Prévision de l'évolution de la dépense informatique en Europe au cours de l'année 2006
Pays	Evolution
Royaume-Uni	+3,4%
Allemagne	+2,3%
France	+0,4%
Total	+1,6%

Source : Forrester Research 2005

Ainsi, seulement trois mois après son implantation au Royaume-Uni, Eptica signe un premier contrat avec l'administration publique britannique. La solution est en cours de déploiement dans leur Centre de Contacts, mais également dans les 5 points d'accueil « one stop shop » de l'administration, répartis dans la municipalité de Brent. Le décloisonnement de cette administration et la modernisation de ses modes de fonctionnement, notamment à grâce à la solution Eptica permet à ces «one stop shop» d'offrir aux usagers un interlocuteur unique qui pourra traiter intégralement tous ses dossiers administratifs.

A propos d'Eptica :

Eptica est un éditeur de logiciels qui conçoit, développe et commercialise une gamme de solutions logicielles innovantes de Relation Client, entièrement conçue pour permettre aux entreprises d'atteindre deux objectifs fondamentaux :
Établir et suivre, via Internet, un échange interactif avec leurs clients, que ce soit par email, chat ou co-navigation ;
Développer une relation privilégiée avec eux grâce à une connaissance approfondie de leurs habitudes, attentes et besoins spécifiques.

Eptica compte déjà parmi ses clients de grands comptes tels que Crédit du Nord, Sofinco, IONIS, Cofinoga, ING direct, AssurOne, Crédit Agricole, MMA, Cetelem, MAAF... dans le secteur Banques & Assurances ; INSEE, URSSAF Paris, CPAM, CNED, CCI Nice Côte d'Azur, Net-entreprises.fr, SACEM, Pas de Calais Habitat, Gaz de France... dans le secteur Public ; FNAC.com, Carrefour, France Loisirs, Marionnaud Parfumeries, EDITIS (Bordas, Nathan...), Vertbaudet, Daxon, Cyrillus et Somewhere (Groupe PPR), Club Dial et Musicandfilm.fr (Groupe Universal), Mistergooddeal, Fnac Eveil & jeux, Conrad, IKEA, Sephora, Natures & Découvertes... dans le secteur de la Distribution ; LaSer, Sitel, Arvato services, Nemesis ... comme outsourceurs ; UCPA, Voyage Loisirs, France Billet, Nouvelles Frontières, Vivavacances, Locafilm.com... dans le secteur des Voyages & Loisirs ; ainsi que, Prisma Presse, Les Taxis Bleus, Club Internet, Meetic, Tir Groupé... A l'international, Brent Council (UK), DealTime (USA), Peace Systems Integration (Taiwan), Mundoviaje.com (Espagne)...