Business Issues -> Compliance
Released: 17th September 2013
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/
Published by: IT Analysis Communications Ltd.
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