1. Multichannel. Multilingual.
Eptica Web Customer Service Suite
Listen to the voice of your customers:
They want good service
whichever channel
they contact you through.

2. Your customers want great service …
… whichever channel they contact you through
Who we are • Leading European provider of
Multi-channel customer interaction
software
What we do • Transform how you interact with your
customers across all customer service
channels
Result • Improve quality of service
• Reduce customer service costs
• Increase your sales

3. The Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in
sales conversions
Online Migrate
customer contact
service through online
channels
 Low cost • Web Self-service
Phone  High control • Communities
 Migrate  Reduced
• Email
channel calls
 Improve transaction
customer times
 High cost  Align workflow
experience
 High volume to business Improved
 Low control processes Reduce calls utilisation
 Capture of agent
customer resources
insight to drive
sales

4. Deliver a seamless cross-channel service experience
Multi-channel
customer interaction
history
Centralised
cross channel
knowledge base
• Don’t treat your customer as a stranger at the next interaction - make historical data
on your customers’ interactions available at every channel touch point
• Centralise multi-channel customer interaction management, integrate with customer
database and back office
• Deliver consistent and relevant responses to customer enquiries, whichever channel
they contact you through
• Use one knowledge base to treat all channels

5. Eptica Enterprise Web Customer Service Suite
• Multi channel. Intelligently managed. Integrated. Self-learning.

6. Self learning knowledge base
• Dynamic. Self-learning. • Semantic search matches
questions to answers
• Every interaction with the
knowledgebase fine tunes the links
between questions and answers
• System self-learns from Agent
behavior
• Agents give feedback and propose
content
• Content published in a few clicks
• No manual indexing
• No specialist skills
• Back office workload minimized

7. Powerful meaning based search engine
Goal • Deliver a consistent and accurate answer
Approach • Based on meaning not keywords
Result • Improved quality of service
• Improved First Contact Resolution
• Reduced costs

8. Core strengths
• Superior, intuitive online customer experience. First Contact
Resolution via Eptica Self-service typically exceeds 90%. E.g.
Haven FCR 93%
• Advanced ‘meaning based’ search. Fundamental to
customer satisfaction and maximum deflection. E.g. only
4.8% of Haven self-service users escalate to contact centre
• Email response management specialists. First Contact
Resolution via Eptica Email Management more than 90%.
E.g. Virgin 91%
• Sales enhancement through extending customer interaction
management into the enterprise. E.g. Société Générale
sales increased by 5%
• Multi-language capability with up to 26 languages managed
from one solution. Automatic language detection and
routing.

9. Answering the Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in
sales conversions
Online Migrate
customer contact
service through online
channels
 Low cost • Web Self-service
Phone  High control • Communities
 Migrate  Reduced
• Email
channel calls
 Improve transaction
customer times
 High cost  Align workflow
experience
 High volume to business Improved
 Low control processes Reduce calls utilisation
 Capture of agent
customer resources
insight to drive
sales

10. The Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in
sales conversions
Online Migrate
customer contact
service through online
channels
Chat • Web Self-service
Phone • Communities
• Email
Email Management
channel
Web Self-Service
Improved
Reduce calls utilisation
of agent
resources
to drive
sales

11. Eptica Self-service: Simple, intuitive user experience
• Top 10 Hitwise site
• Record breaking
ecommerce
growth, inbound
contact escalating
• After Eptica: only
6.7% of Web self-
service users
escalate to email
• Email First Contact
Resolution 90%
“One of the reasons we selected
Eptica was the simplicity of the
system from a user perspective,
once we’d decided to go ahead it
was up and running within 5 weeks.
The contrast before and after
Eptica was extraordinary – we
couldn’t have handled the
Christmas peak this year without
it.”
Sharon Biltcliffe, customer
service manager, Republic

12. First point of contact - accessible help on every web page
After Eptica:
• only 4.8% of Web
self-service users
escalate to email
• Inbound emails
reduced 100%
• Email First Contact
Resolution 93%
• Email handling time
reduced from 2.3 to
1.43 minutes
• Sales increased 5%
Stop FAQ questions getting in the way of sales conversion

13. Panasonic: easy access to product support
• Accommodates all
search behaviour:
- Natural (organic)
language and
keyword search
- Visual navigation to
browse-able
knowledge base
- Intelligent FAQs

14. Exploit multimedia within self-service
• Customers can resolve issues in
their own time
• Removes the need to endure a
lengthy customer service call
• Improves customer experience
• Deflects a significant volume of
support calls

15. Eptica Live Chat
• For sales: real time visitor monitoring enables you to step in and help
customers when they need it e.g. known abandonment points, shopping cart,
quotation engine
• For service: filter low value unnecessary chats away from customer service by
offering as an escalation point from Web Self-service
• Features:
Rules based invitation engine
Automatic rules based distribution
Pre-scripted answers Listen to the voice of your customers:
Push pages “When I am on your website
Co browsing and need help: I want to chat
Conversion tracking without having to phone.”
Detailed productivity reporting

16. Embrace Social Customer Service
• Integrate links to social networks within self-service
 Customers can seek answers from the community
• Harvest social knowledge for insight and integrate
with your self-service knowledgebase
• Listen, Interact and respond to social media
Communities
 Scan social media to detect customer issues
 Use Eptica routing capabilities to route events to the right people in
the company
 Use Eptica workflow to process and monitor these interactions

17. Multi channel universal queue
Email
Phone
Webmail
Social Customer
Service
Letter
SMS
Fax
Skills based matching and other status
information is shown graphically

18. Multi-lingual Customer Service – one solution
• Automatic language detection, workflow and routing
• 26 languages including Chinese
• Determines language and content of an inbound enquiry
• Routed to agents based on language skills and availability along with the best answer
from the knowledgebase in the corresponding language
• Available from the Cloud

19. Enterprise wide customer service
• Enable internal experts and sales channel to engage in customer service
• Different workflows for different enquiries e.g. prospect, existing customer
• Integration with IT infrastructure, CRM systems and corporate email directories
• Scalable to millions of inbound enquiries - 5,000 to 50,000 enterprise users
• Secure authentication to guarantee safety and confidentiality
• Complete track and trace visibility of every interaction

20. Answering the Customer Service “Triple Challenge”
Goal: High quality customer service, lowest operating cost & an increase in
sales conversions
Online Migrate
customer contact
service through online
channels
 Low cost • Web Self-service
Phone  High control • Communities
 Migrate  Reduced
• Email
channel calls
 Improve transaction
customer times
 High cost  Align workflow
experience
 High volume to business Improved
 Low control processes Reduce calls utilisation
 Capture of agent
customer resources
insight to drive
sales

21. For more information, please visit www.congex.com