An Epic performance from Eptica

The multi-channel customer interaction management software company has turned in an Epic performance with 26% growth, international expansion, and upcoming integration of social media into its next generation software

Eptica says its year-on-year growth rose from 17% in 2009 to 26% in 2010. The company says the accelerating growth is driven by the increasing number of organisations investing in its technology in order to improve customer service quality and sales.
 “We’ve achieved impressive growth of 300% over the last five years, with the UK and Asia becoming major growth markets for us,” explained Olivier Njamfa, CEO of Eptica. “With the integration of social media as a service channel into our next generation of software, we remain at the cutting edge of technology by anticipating the needs of our customers in the world of web 2.0.”

Ranked alongside American leaders SAP, RightNow, eGain and Oracle in Gartner’s Web Customer Service Magic Quadrant, Eptica’s success is underlined by 100% organic growth. In 2010 the company won 50 new clients, taking its global portfolio to 330, including high profile brands like Virgin Holidays, TUI, Dixons, Toys R Us, Panasonic, Eurosport and the leading low-cost airline Air Asia.

Four in five of Eptica’s clients implemented Eptica Email Management, combined with Eptica Self Service, which are powered by an intelligent meaning based search engine and self-learning knowledge base. The software allows customers to answer their own service and sales questions through a company’s website and get fast, accurate answers through the company’s email channel. Together says Eptica, they enable organisations to reduce call volumes by approximately 30% and email handling times and costs by an average of 50%, while delivering more efficient service in the customers’ channel of choice.

With operations in five countries UK, France, Spain, Canada and Singapore, international sales have grown year on year since 2008 from 5% to 34% of Eptica’s turnover in 2010 - with UK sales increasing by 170% in this period.

Eptica is about to launch of a  ground breaking new version of its multi-channel customer interaction management suite, which will feature social media as a service channel.

“The launch of Eptica’s Enterprise Suite V8.0 marks a new generation of customer interaction management by incorporating social media as a properly managed channel of customer service including networks, such as Facebook, Twitter and blogs.
“By giving clients next generation customer service platforms, we are at the cutting edge of technology and anticipate strong growth on a global scale. To sustain this dynamic we are already making plans to recruit around 15 new partners in the UK, France and in Asia this year,” concluded Olivier Njamfa.