2013-12-11 14:36:53 - Multichannel customer interaction management solution enables public sector to manage growing volumes of digital requests
Reading, 11 December, 2013: Eptica today announced that its cloud-based multichannel customer interaction software has been accepted on the G-Cloud 4 framework. Eptica Web Self-Service, Pro Active Web Chat and Multi Channel Agent Desktop are now available via the government’s CloudStore portal to any UK public sector organisation, within the Software as a Service (SaaS) category.
G-Cloud allows the public sector to buy cloud-based services off the shelf, avoiding lock-in to expensive contracts with single suppliers, and encouraging cost-effective, innovative solutions. It is available to organisations across the public sector, including central and local government, education and health services, devolved government, the emergency services, defence and not-for-profit organisations.
Through the Digital by Default agenda, the UK government is encouraging the public
sector to communicate and interact through digital channels such as the web, email and social media. Eptica’s customer interaction software underpins Digital by Default initiatives as it delivers improved quality of service, faster resolution of queries and increased efficiency, across all channels, including the web, email, social media, chat and telephone. Existing public sector customers include the NHS Business Services Authority and the London Borough of Brent.
“The expectations of those using public services across the UK are changing radically, with citizens demanding a more personalised, responsive and faster experience,” said Paul Barnes, VP Operations, Eptica UK. “Eptica’s multichannel software is central to delivering efficient, effective service, enabling public sector organisations to manage the increasing number of unstructured queries flowing through digital channels. Being appointed to the G-Cloud demonstrates our commitment to the market and our ability to help the public sector transform how it operates.”
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.
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