Technological innovation sets the pace for growth and increased revenue, and the global provider of multichannel customer interaction software – Eptica – is a good example of that. In 2013, its turnover exceeded all IDC (News - Alert) estimates and revenues breached the $10 million mark for the first time. It was indeed a record year for the company.
Many factors contributed to Eptica’s tremendous achievement in the past year. Eptica’s Enterprise Suite 9.0, powered by innovative linguistic technology, delivered the perfect platform that radically altered how omnichannel customer service was delivered. The suite uses linguistic search, automatic language detection and context-based sentiment analysis across all channels, and its impact on customers was phenomenal.
As a result, Eptica’s reputation for technological innovation moved up a couple of notches. In general, Eptica software improved quality of service, helped resolve queries faster, reduced costs and enabled companies maximize every sales opportunity.
With customers demanding more across an expanding range of channels, Eptica responded well to the enormous increase in customer interactions, and its 410 customers spread across 15 countries reciprocated by increasingly using Eptica’s solutions.
“Organizations need to respond efficiently to this enormous increase in interactions, if they are to win and retain customer loyalty,” said Olivier Njamfa, CEO, Eptica.
Eptica also pushed its way into the public sector by joining the U.K. government’s G-cloud program. Hence public sector organizations could easily buy its cloud-based software. It also strengthened its operations and increased its customer base in the region. Not surprisingly, 35 percent of global revenues are now from the United Kingdom.
There is no full stop for Eptica, for it intends to continue the trend and pace it set in 2013 and maintain double digit growth. It plans to make a foray into the African market, while continuing its expansion in Asia, and is aiming to foster closer collaboration between customer service and marketing teams.
Of course, it goes without saying that it plans to expand the use of linguistic technology to get greater consumer insight along customer journeys, and is contemplating investing 35 percent of its operating budget on research and development, with a focus on innovations in linguistics.
Lofty ambitions those, but ones that are definitely not unattainable.