Eptica to expand contact centre operations
With trailing annual revenue of approximately $13.0 million, Eptica is a leading provider of customer engagement software. Powered by artificial intelligence (AI), it enables businesses to make the customer experience a key link in their value chain.
The omni-channel and multi-lingual platform covers email, web, social media, web chat and agent channels, and allows organisations to improve customer engagement and increase efficiency particularly in distributed organisations. The platform drives sales by delivering fast and personalised responses to customer queries through their channel of choice.
The focus of the platform is enhanced customer service. The design is based on AI, automatic natural language processing, machine learning and text analytics. It also incorporates a centralized knowledge base to ensure meaningful conversations and multi-channel consistency. The company serves over 200 customers, including leading brands in sectors such as banking, insurance, retail, tourism and government.
“Eptica provides an important entry point into the French market for organic and acquisitive expansion,” said Steve Sadler, Chairman & CEO of Enghouse. “We are very pleased to welcome Eptica’s customers and employees to the Enghouse Interactive organisation.”
“We are delighted to join Enghouse, and look forward to growing with access to Enghouse products and through acquisitions,” said Olivier Njamfa, CEO of Eptica. “We can combine the Eptica product suite with the complementary Enghouse contact centre product into an effective solution for this market.”