Eptica, provider of collaborative digital customer engagement platforms, has been included in Gartner Inc's "Magic Quadrant for the CRM Customer Engagement Center (CEC)" by Michael Maoz and Brian Manusama, May 4, 2016. This marks the third consecutive year that Eptica has appeared in this Magic Quadrant.
"Gartner has examined market trends and evaluated globally available technology to brands and organisations looking to manage the online customer experience. I am very proud that Eptica has retained its position alongside other global leaders," said Olivier Njamfa, CEO and co-founder of Eptica.
According to Gartner, the Magic Quadrant for the CRM Customer Engagement Center examines the global market for customer service and support applications designed to engage customers through whichever channel they are using when they require assistance. The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management. Also evaluated are interaction assistance tools and service analytics dashboards. Ideally, the applications should have tools for both agents and customers, designed on a common platform. Gartner evaluated vendors on their completeness of vision and ability to execute on that vision.
"Our platform is one of the most advanced in the market when it comes to improving understanding of consumers. This means incoming requests are automatically sent to the person best-equipped to respond within the company, ensuring that the whole organisation is focused on customer service. Our software is also leading the way when it comes to automatically providing agents with the best responses to customer queries, allowing them to quickly and consistently manage all digital conversations," added Olivier Njamfa.
Eptica puts knowledge at the heart of the engagement between brands and their customers. Its unique linguistic technology based on natural language processing enables companies to understand, analyse and control the experience received by customers, making customer experience part of the role of everyone within the company. Eptica's intelligent capabilities allow brands to create value and differentiate themselves within the market.
As part of the Magic Quadrant, Gartner spoke in-depth to all 14 vendors included, performed more than 150 online surveys and polled more than 1,000 customers.
"We are very grateful to our clients for supporting our inclusion. Each year, Gartner speaks to customers across sectors including banking, retail, insurance and utilities, gathering first hand evidence on their ROI from using Eptica. Consequently, we feel our inclusion is recognition of our customers' success!" concluded Olivier Njamfa.