Press Pack | 2018 - Eptica
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Press Pack | 2018
Editorial
Eptica has cultivated its pioneering reputation
since its inception. Always one step ahead,
Eptica has explored AI since 2001, aware that the
digital transformation would disrupt relations
between individuals and brands. Consequently, Eptica
focused on omnichannel conversations (email, chat, social
media, self service, chatbots, etc.). The challenge: to
develop technology which would handle large volumes of
unstructured data, i.e. conversations, generated between
brands and their clients.
Today Eptica completes its conversational platform with
vecko, its new customer intelligence solution, focusing on
real time analysis of the voice of the customer across all
channels. Launched in April 2018, vecko enables brands to
manage and continually improve their customer experience.
Eptica’s hybrid AI blends Automatic Natural Language
Processing, Machine Learning and Text Analytics, and is
100% adapted to the customer relationship and directly
operational in over 15 business sectors.
Since 2006 Eptica has taken off internationally, operating
in Paris, London, Boston and Singapore. Eptica has over 80
employees.
Olivier Njamfa, CEO & Co-founder
Key figures
Founded 450+ 80
in 2001 customers Epticians
€11M 30% annual revenue 120M conversations
revenue in 2017 invested in innovation handled annually
7
years in the Gartner CRM
45% Customer Engagement
55% Magic Quadrant
Company
Improving daily life by providing meaningful
conversations between brands and customers
Eptica is the leading European technology company, Over 450 organisations worldwide, across all industries,
specialising in intelligent platforms for digital customer rely on Eptica’s customer services solutions on digital
experience. Eptica provides brands with conversational and channels, including Self Service, chatbot, chat, messenger,
collaborative solutions powered by Artificial Intelligence. email, social media, etc, as well as voice of the customer
Founded 16 years ago by Olivier Njamfa, Eptica enables analysis. Customers include L’Occitane en Provence,
businesses to make customer experience a key link in their Debenhams, Dixons Carphone, AXA, Ageas Insurance
value chain. Solutions, Crédit Agricole, Domestic & General, Hastings
Direct, Societe Generale, AirAsia, TUI, AccorHotels, China
- Customer satisfaction: collaborative technology provides a Telecom, Singapore Power Services, SNCF, NHS Business
positive customer experience, regardless of contact points, Services,Authority , Birmingham City Council and Capita, etc.
with personalised conversations enabling business experts to
contribute to conversations;
- Customer service competitiveness and augmented agents: Eptica
bots automate simple tasks and provide decision support
tools to agents, enabling them to focus on more complex tasks
generating greater productivity and increased sales;
- Customer intelligence: unstructured data analysis and
insight generation guide the brand and operations.
History
Nantes office
Eptica First round of London office Singapore Second round of opens & buyout of Eptica Lingway Boston vecko solution
is founded fundraising secures €2M opens office opens fundraising secures €7M Eptica Lingway is founded office opens is launched
2001 2003 2006 2010 2012 2012 2014 2016 2018
Artificial Intelligence Engine [NLP]
supporting human resources
e-Recruitment and talent
Leading European technology management solution
provider of intelligent platforms
for digital customer experience
Eptica customer intelligence solution, vecko, improves the
entire customer experience by converting unstructured
voice of the customer data into action plans
Conversational Investment in AI
International expansion
solutions launch and new VOC technologies
Solution
Eptica Customer Engagement Suite™ Analytics. This powerful technological It is set apart by its ability to capture
is an intelligent platform for digital base also incorporates a centralised and analyse the ENTIRE Voice of the
customer experience. It handles knowledge base thus guaranteeing Customer in real time and the subtlety
automated conversations (Self meaningful conversations and of its analysis, meaning that you can
Service, chatbot) as well as enhanced multichannel consistency, key to understand not just what customers are
conversations (chat, messenger, social customer experience, satisfaction, talking about but what they are really
media and email). loyalty and increased business revenue. saying and more importantly WHY.
At its heart is a proprietary hybrid Launched in spring 2018, vecko ushers vecko’s customer intelligence
Artificial Intelligence technology in a new era in customer experience improves the customer experience
designed for customer service and personalisation. Unique in Europe, by transforming structured and
based on automatic natural language this cloud Customer Intelligence unstructured data into directly
processing, Machine Learning and Text solution is a result of 48 months’ R&D. actionable information.
AUTOMATED AUGMENTED CUSTOMER
CONVERSATIONS AGENTS INTELLIGENCE
Automate simple digital Augment your agents Capture intelligence to improve
conversations to help your and empower them to build customer experience along
customers help themselves valuable customer relationships the whole journey
Self-Service, Chatbot Knowledge Base, vecko
Chat, Email, Social
Customers
Over 450 customers worldwide, notably in the
banking, insurance, retail, tourism sectors and
public sector:
450+ customers Retail: Groupe l’Occitane, Decathlon, Hermès,
Galeries Lafayette, Printemps
rely on Eptica to manage Insurance, Banking: AXA, Ageas Insurance
Solutions, Crédit Agricole, Domestic & General,
their digital conversations and Hastings Direct, Societe Generale
voice of the customer analysis Travel and Leisure: Egencia, Opodo, TUI, Groupe
AccordHotels, Karavel.com, Air Asia
Public sector: NHS Business Services Authority ,
Birmingham City Council and Capita.
Artificial Intelligence embedded in our solutions transforms the customer experience,
creating durable relations and value for brands.
Olivier Njamfa, CEO & Co-Founder
Benefits
Augmented Agents Automated Conversations More Efficient Service
Average handling times 50% reduction in requests 98% compliance rate achieved
for emails dropped by 30% per year thanks to Self Service through centralized knowledge base
Offices
[Head Office] 63 bis, rue de Sèvres Work.Life, The White Building, 470 Atlantic Avenue, 4th floor
92100 Boulogne-Billancourt 33 King’s Road, RG1 3AR Boston, MA 02210, USA
FRANCE UNITED KINGDOM UNITED STATES
25 North Bridge Road Centre Nuage B, Immeuble Kanoa
# 08-01 EFG Bank Building 6 rue René Viviani, 44 200 Nantes
Singapore 179104 SINGAPORE FRANCEEptica Contact: Press Contact: Pauline Ashenden Chris Measures Marketing Manager Measures Consulting pauline.ashenden@eptica.com chris@measuresconsulting.com +44 (0)118 207 0660 +44 (0) 7976 535147
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