2013-09-17 10:07:03 -
Customer Service partnership announces Belgian banking industry Card Stop
project as first joint customer
Paris, 17 September 2013 - Worldline, Atos subsidiary for e-payment services,
and Eptica, global provider of multichannel customer interaction software, today
launched a new unified multichannel interaction management solution for the
European market. This brings together Worldline's expertise in automatic call
distribution with Eptica's capability to manage interactions through all other
contact channels (email, chat, SMS, social networks, mobile devices and web
self-service), to deliver a unified contact centre solution.
multilingual enterprise solution improves efficiency and the overall
experience for customers. Through a centralised knowledgebase and a powerful
workflow engine it automatically analyses all incoming interactions, routing
them to the best available agent. At its heart is Eptica's advanced Sentiment
Analysis capability, which analyses the tone of incoming messages, helping to
identifying the most sensitive or urgent interactions for agents to deal with.
This ensures contact centres benefit from unparalleled control and flexibility,
while customers receive a consistent, high quality response, whatever contact
channel they choose.
Agents and managers will access the new solution through a single interface that
spans every channel, reducing training and administration time and delivering a
unified experience across the contact centre.
The solution is currently being implemented as part of the Belgian Card Stop
project, a cross-industry collaboration between all Belgian banks. It will
enable customers of any bank to cancel their bank card by emailing or calling a
single contact centre. Using the solution of Worldline and Eptica, this contact
centre will be able to manage the classification and routing of all customer
requests received by telephone and email, in Belgium's three official languages
of French, Dutch and German.
"Following several years of working jointly with Eptica and the success of major
projects, such as at leading French insurance and utilities companies, PMU and
Direct Energie, we have decided to take things to the next stage. Up to now, we
have placed the Eptica platform alongside Contact, our own multi-channel ACD
solution. From now on, agents, supervisors and administrators in contact centres
will be able to use a single, uniform interface, drawing on the best solutions
from Worldline and Eptica, which will considerably reduce customer response
times. This partnership will enable us to provide a unique solution for the
market, one that is more intuitive for agents and easier to manage, and it gives
us an opportunity to develop our customer relationship management products in
France and internationally," states Olivier Stuckens, Managing Director for
Mobility & e-transactional Services at Worldline.
The SaaS solution will be distributed by Worldline and is available in French,
English and German.
"Businesses today are on the lookout for an innovative, intuitive and flexible
solution to manage interactions with their customers, whatever their preferred
channels may be," said Dominic Tavassoli, Products Vice-President at Eptica. "We
are proud to contribute to Worldline's objective of progressively transforming
telephone call centres into multichannel contact centres."
Worldline and Eptica will continue to work together, rolling out the solution to
other clients who are looking to improve contact centre efficiency while
ensuring a fast return on investment. This joint solution will be presented
during a customer event organised by Worldline on 15 October at Palais
Worldline, an Atos subsidiary, is the European leader and a global player in the
payments services industry. Worldline delivers new generation services, enabling
its customers to offer smooth and innovative solutions to the end consumer. Key
actor for B2B2C industries, with 40 years of experience, Worldline is ideally
positioned to support and contribute to the success of all businesses and
administrative services in a perpetually evolving market. Worldline offers a
unique and flexible business model built around a global and growing portfolio,
thus enabling end-to-end support. Worldline activities are organized around
three axes: Merchant Services & Terminals, Mobility & e-Transactional Services,
Financial Processing Services & Software Licensing. In 2012, Worldline's
activities within the Atos Group generated (pro forma) revenues of 1.1 billion
euros. The company employs more than 7,100 people worldwide. worldline.com
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:
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Chris Measures +44 (0) 7976 firstname.lastname@example.org
Uday Radia +44 (0) 7940 email@example.com
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