Eptica has announced that it has been included in Gartner Inc’s “Magic Quadrant for the CRM Customer Engagement Center (CEC)”. This marks the second consecutive year that Eptica has appeared in this Magic Quadrant.
According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the market for global customer service and support applications for case management, trouble ticketing and problem resolution.
The functionality evaluated includes knowledge-enabled service resolution, social media/community management, offer management, interaction assistance tools and service analytics dashboards.
For the 2015 report Gartner evaluated vendors on their completeness of vision and ability to execute on that vision. Gartner performed more than 200 surveys and telephone interviews with vendor references and conducted over 750 inquiries with Gartner clients to evaluate the products.
“This marks the second year in a row that we have been included within the CRM Customer Engagement Center Magic Quadrant,” said Olivier Njamfa, President, CEO and Co-founder of Eptica. “We believe this demonstrates the strength of our product set, our close relationship with customers and our continued innovation to meet changing business needs.”
“At a time when customer engagement is vital to success, companies need to respond quickly and accurately to a rapidly growing number of digital customer interactions if they are to build loyalty and increase revenues. The Eptica Customer Engagement Suite provides a strong ability to understand, route and auto-suggest responses to incoming queries, self-learning knowledge management, natural language processing-based linguistic capabilities, and extensive community engagement and collaborative management. This gives our customers the best platform to meet the changing needs of their consumers. Over the last twelve months Eptica has forged deep partnerships with contact center infrastructure providers across the globe, extending our reach and making our technology available to a growing number of customers.”
Eptica’s multilingual Customer Engagement Suite transforms customer service by applying linguistics and natural language processing across all text based digital channels, increasing speed of response, improving the customer experience and deepening engagement. Combined with powerful workflow, this ensures every incoming request is handled efficiently and consistently, whether managed through a self-service channel or the contact center.
Eptica integrates customer service with the overall business to support wider engagement objectives, underpinning initiatives such as Voice of the Customer programs 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.
Eptica’s inclusion in the report follows double digit revenue growth in 2014, and was driven by increasing global expansion, strong partnerships and a wider use of its software by existing customers across their operations. Between 2005 and 2014 Eptica has achieved a Compound Annual Growth Rate (CAGR) of 24.6%.