Eptica's multilingual solution - serving customers in 19 languages

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Eptica, a provider of online customer service software, Web Self-Service and Email Management, offers a multilingual customer service solution, aimed at businesses committed to delivering online customer service in Europe and in other international markets.

Eptica's multilingual solution is currently used to process customer emails in 19 languages. The multilingual feature is used throughout the entire customer service experience, from the business website through to the contact centre agent's reply.

In line with the languages available on their website, businesses can equally propose an intelligent and efficient web self-service enabling visitors to find their own answers to their questions, in the language of their choice. Then, if the client wishes to escalate a query to the contact centre, this can be routed according to several criteria, including language.

Once the query is routed to the contact centre a complete range of management tools is available to the agent in the appropriate language, i.e. a knowledge base of response templates, query classification codes, the customer's file, the customer's full history of interactions with the contact centre, the details of the request, etc. The agent can then rely on the templates presented or choose to insert a different response template contained in the knowledge base, or simply type out the reply.

Paul Barnes managing director Eptica UK commented: "By leveraging Eptica's multilingual solutions, businesses can now manage their entire online customer relationships, regardless of the company website used or the visitor's language". 

Date - 16/01/2008