Eptica has released Multichannel Customer Interaction Suite 8.2, a unified solution for multichannel customer service which gives customers access to brands from multiple touch points, including Web, email, chat, mobile, phone, and social media.
Eptica version 8.2 has made improvements in key areas such as knowledge-based proactive Web chat, enhanced Web self-service for Web, social and mobile, customer sentiment analysis, and emotion based routing across all digital interactions.
Eptica's customer interaction suite is powered by a centralized platform comprising an omnichannel workflow engine which analyzes incoming interactions (e-mail, letter, fax, Facebook and Twitter messages) and applies business rules based on the nature of contact to ensure customer requests are automatically routed to the right person to get a fast answer. Each channel on which Eptica is deployed is supported by the same centralized, self-learning knowledge base, providing a single source of customer service information to deliver answers and quality of service however the customer chooses to make contact.