Welcome!

CMS Authors: Mehdi Daoudi, Rishi Bhargava, Harry Trott, Xenia von Wedel, Carmen Gonzalez

Blog Feed Post

Eptica launches advanced customer service software, powered by linguistic technology

Eptica Enterprise Suite 9.0 increases operational excellence and deepens customer understanding

Reading, 19 November 2013, Eptica today launched Enterprise Suite 9.0, which transforms customer service by applying linguistics and natural language processing across all digital channels and languages.

By using linguistic search, automatic language detection and context-based sentiment analysis with all incoming emails, online questions and social media messages, Eptica Enterprise Suite 9.0 enables businesses to harness the power of linguistics to achieve operational excellence, increase satisfaction and gain a closer understanding of customers. It delivers lasting benefits beyond customer service, providing deep insight into the Voice of the Customer, integrating with company Big Data programmes and underpinning predictive analysis of customer behaviour.

Businesses today face exponential growth in customer enquiries across multiple channels and devices - and need to react quickly to meet rising consumer expectations. 80% of this contact is unstructured[1] (not organised in a pre-defined format), making it difficult and time consuming to act upon. By applying linguistics, the scientific study of language, Eptica Enterprise Suite 9.0 enables organisations to meet these challenges, increasing efficiency and improving the customer experience.

At the heart of the Eptica Enterprise Suite 9.0 is Eptica Linguistic Service (ELS). This powerful set of capabilities has been developed from the technology acquired in the 2012 acquisition of linguistic pioneer Lingway. ELS is supported by Eptica's in-house team of linguists, ensuring it continues to develop and evolve as language changes now and in the future.

"To cope with the scale of customer service in an omnichannel world, businesses need to look at smarter ways of working," said Olivier Njamfa, CEO and president, Eptica. "The linguistic technology within Eptica Enterprise Suite 9.0 allows customer service teams to benefit from a powerful new perspective, enabling them to improve the quality of customer service and work together with the rest of the business to understand consumer behaviour. We believe linguistics will be a vital component of tomorrow's customer service. Thanks to Eptica, customers can benefit from this future innovation now."

Eptica Enterprise Suite 9.0 integrates customer service with the overall business to support wider objectives. Marketing departments gain a true insight into the Voice of the Customer by studying the words and phrases used by customers, both individually and at an aggregate level. This delivers a 360 degree view across the customer journey that is vital to ensuring companies best meet consumer needs.

Additionally, by analysing millions of unstructured customer service interactions, Eptica 9.0 is able to feed into company-wide Big Data initiatives, providing customer intelligence that enables more targeted and effective marketing campaigns as well as predictive analytics of future behaviour.

Eptica Enterprise Suite 9.0 includes the following key features:

Linguistic Search: With its intelligent search engine based on natural language processing, the Eptica platform delivers accurate answers, 30% faster than before. Based on a single multilingual lexicon of over a million words and 300,000 concepts it directly understands the meaning of questions, regardless of market sector, context or the type of language used, including slang or text speak/Twitter. Delivered through both web self-service and internally to contact centre agents, it improves operational efficiency and increases customer satisfaction.

Meaningful content extraction: Eptica Enterprise Suite 9.0 ensures that it only analyses the relevant parts of a message, automatically removing elements such as email signatures legal notices and greetings. This enables faster, more accurate sentiment and trend analysis, unaffected by superfluous information.

Automatic language detection: Able to recognise 14 languages, including English, French, Chinese, Japanese and Korean, Eptica quickly routes incoming messages, such as emails and tweets, to the right agent or department to ensure a fast, tailored response.

Sentiment analysis: By detecting message tone (positive, negative or neutral) queries can be prioritised accordingly. Not only does this enable timely interventions for urgent enquiries, it provides wider insight into overall customer trends across every contact channel.

[1] Merrill Lynch, Enterprise Information Portals report

-ends-

About Eptica
Eptica is a global provider of multichannel customer interaction software, including Web Self-service, Social Customer 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 improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 400 customers, including some of the world's largest brands, in 15 countries, use Eptica solutions to deliver excellent customer service at much lower cost. Eptica's customers include: Dixons, Domestic & General, Haven Holidays, TUI, Debenhams, Virgin Holidays, Capita and Ageas Insurance Solutions.

Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners. The company's continuing innovation and strong performance resulted in Eptica's inclusion in Gartner's 2012, 2011 and 2010 Magic Quadrants for Web Customer Service.

For further information, please contact:
Measures Consulting
Chris Measures +44 (0)7976535147 [email protected]
Uday Radia +44 (0)7940584161 [email protected]

Source: RealWire

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists peeled away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud enviro...
SYS-CON Events announced today that Auditwerx will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Auditwerx specializes in SOC 1, SOC 2, and SOC 3 attestation services throughout the U.S. and Canada. As a division of Carr, Riggs & Ingram (CRI), one of the top 20 largest CPA firms nationally, you can expect the resources, skills, and experience of a much larger firm combined with the accessibility and attent...
SYS-CON Events announced today that T-Mobile will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. As America's Un-carrier, T-Mobile US, Inc., is redefining the way consumers and businesses buy wireless services through leading product and service innovation. The Company's advanced nationwide 4G LTE network delivers outstanding wireless experiences to 67.4 million customers who are unwilling to compromise on ...
SYS-CON Events announced today that Infranics will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Since 2000, Infranics has developed SysMaster Suite, which is required for the stable and efficient management of ICT infrastructure. The ICT management solution developed and provided by Infranics continues to add intelligence to the ICT infrastructure through the IMC (Infra Management Cycle) based on mathemat...
SYS-CON Events announced today that Interoute, owner-operator of one of Europe's largest networks and a global cloud services platform, has been named “Bronze Sponsor” of SYS-CON's 20th Cloud Expo, which will take place on June 6-8, 2017 at the Javits Center in New York, New York. Interoute is the owner-operator of one of Europe's largest networks and a global cloud services platform which encompasses 12 data centers, 14 virtual data centers and 31 colocation centers, with connections to 195 add...
SYS-CON Events announced today that Cloudistics, an on-premises cloud computing company, has been named “Bronze Sponsor” of SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Cloudistics delivers a complete public cloud experience with composable on-premises infrastructures to medium and large enterprises. Its software-defined technology natively converges network, storage, compute, virtualization, and management into a ...
In his session at @ThingsExpo, Eric Lachapelle, CEO of the Professional Evaluation and Certification Board (PECB), will provide an overview of various initiatives to certifiy the security of connected devices and future trends in ensuring public trust of IoT. Eric Lachapelle is the Chief Executive Officer of the Professional Evaluation and Certification Board (PECB), an international certification body. His role is to help companies and individuals to achieve professional, accredited and worldw...
In his General Session at 16th Cloud Expo, David Shacochis, host of The Hybrid IT Files podcast and Vice President at CenturyLink, investigated three key trends of the “gigabit economy" though the story of a Fortune 500 communications company in transformation. Narrating how multi-modal hybrid IT, service automation, and agile delivery all intersect, he will cover the role of storytelling and empathy in achieving strategic alignment between the enterprise and its information technology.
Microservices are a very exciting architectural approach that many organizations are looking to as a way to accelerate innovation. Microservices promise to allow teams to move away from monolithic "ball of mud" systems, but the reality is that, in the vast majority of organizations, different projects and technologies will continue to be developed at different speeds. How to handle the dependencies between these disparate systems with different iteration cycles? Consider the "canoncial problem" ...
The Internet of Things is clearly many things: data collection and analytics, wearables, Smart Grids and Smart Cities, the Industrial Internet, and more. Cool platforms like Arduino, Raspberry Pi, Intel's Galileo and Edison, and a diverse world of sensors are making the IoT a great toy box for developers in all these areas. In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists discussed what things are the most important, which will have the most profound e...
Keeping pace with advancements in software delivery processes and tooling is taxing even for the most proficient organizations. Point tools, platforms, open source and the increasing adoption of private and public cloud services requires strong engineering rigor - all in the face of developer demands to use the tools of choice. As Agile has settled in as a mainstream practice, now DevOps has emerged as the next wave to improve software delivery speed and output. To make DevOps work, organization...
My team embarked on building a data lake for our sales and marketing data to better understand customer journeys. This required building a hybrid data pipeline to connect our cloud CRM with the new Hadoop Data Lake. One challenge is that IT was not in a position to provide support until we proved value and marketing did not have the experience, so we embarked on the journey ourselves within the product marketing team for our line of business within Progress. In his session at @BigDataExpo, Sum...
Web Real-Time Communication APIs have quickly revolutionized what browsers are capable of. In addition to video and audio streams, we can now bi-directionally send arbitrary data over WebRTC's PeerConnection Data Channels. With the advent of Progressive Web Apps and new hardware APIs such as WebBluetooh and WebUSB, we can finally enable users to stitch together the Internet of Things directly from their browsers while communicating privately and securely in a decentralized way.
DevOps is often described as a combination of technology and culture. Without both, DevOps isn't complete. However, applying the culture to outdated technology is a recipe for disaster; as response times grow and connections between teams are delayed by technology, the culture will die. A Nutanix Enterprise Cloud has many benefits that provide the needed base for a true DevOps paradigm.
What sort of WebRTC based applications can we expect to see over the next year and beyond? One way to predict development trends is to see what sorts of applications startups are building. In his session at @ThingsExpo, Arin Sime, founder of WebRTC.ventures, will discuss the current and likely future trends in WebRTC application development based on real requests for custom applications from real customers, as well as other public sources of information,
In his General Session at 17th Cloud Expo, Bruce Swann, Senior Product Marketing Manager for Adobe Campaign, explored the key ingredients of cross-channel marketing in a digital world. Learn how the Adobe Marketing Cloud can help marketers embrace opportunities for personalized, relevant and real-time customer engagement across offline (direct mail, point of sale, call center) and digital (email, website, SMS, mobile apps, social networks, connected objects).
"My role is working with customers, helping them go through this digital transformation. I spend a lot of time talking to banks, big industries, manufacturers working through how they are integrating and transforming their IT platforms and moving them forward," explained William Morrish, General Manager Product Sales at Interoute, in this SYS-CON.tv interview at 18th Cloud Expo, held June 7-9, 2016, at the Javits Center in New York City, NY.
With the introduction of IoT and Smart Living in every aspect of our lives, one question has become relevant: What are the security implications? To answer this, first we have to look and explore the security models of the technologies that IoT is founded upon. In his session at @ThingsExpo, Nevi Kaja, a Research Engineer at Ford Motor Company, will discuss some of the security challenges of the IoT infrastructure and relate how these aspects impact Smart Living. The material will be delivered i...
SYS-CON Events announced today that Ocean9will exhibit at SYS-CON's 20th International Cloud Expo®, which will take place on June 6-8, 2017, at the Javits Center in New York City, NY. Ocean9 provides cloud services for Backup, Disaster Recovery (DRaaS) and instant Innovation, and redefines enterprise infrastructure with its cloud native subscription offerings for mission critical SAP workloads.
Your homes and cars can be automated and self-serviced. Why can't your storage? From simply asking questions to analyze and troubleshoot your infrastructure, to provisioning storage with snapshots, recovery and replication, your wildest sci-fi dream has come true. In his session at @DevOpsSummit at 20th Cloud Expo, Dan Florea, Director of Product Management at Tintri, will provide a ChatOps demo where you can talk to your storage and manage it from anywhere, through Slack and similar services ...