Worldline and Eptica launch new unified multichannel interaction management platform in Europe
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.
The new 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 Brongniart. http://worldline.com/ext/contact2013
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.
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