List of Eptica Customer Engagement Customers
Boulogne-Billancourt, 92100,
France
Since 2010, our global team of researchers has been studying Eptica Customer Engagement customers around the world, aggregating massive amounts of data points that form the basis of our forecast assumptions and perhaps the rise and fall of certain vendors and their products on a quarterly basis.
Each quarter our research team identifies companies that have purchased Eptica Customer Engagement for Customer Engagement from public (Press Releases, Customer References, Testimonials, Case Studies and Success Stories) and proprietary sources, including the customer size, industry, location, implementation status, partner involvement, LOB Key Stakeholders and related IT decision-makers contact details.
Companies using Eptica Customer Engagement for Customer Engagement include: Domestic & General Insurance, a United Kingdom based Insurance organisation with 3201 employees and revenues of $1.55 billion, Montblanc Germany, a Germany based Retail organisation with 500 employees and revenues of $400.0 million, L'Occitane France, a France based Retail organisation with 524 employees and revenues of $194.0 million, Roomgo United Kingdom, a United Kingdom based Construction and Real Estate organisation with 10 employees and revenues of $1.0 million and many others.
Contact us if you need a completed and verified list of companies using Eptica Customer Engagement, including the breakdown by industry (21 Verticals), Geography (Region, Country, State, City), Company Size (Revenue, Employees, Asset) and related IT Decision Makers, Key Stakeholders, business and technology executives responsible for the software purchases.
The Eptica Customer Engagement customer wins are being incorporated in our Enterprise Applications Buyer Insight and Technographics Customer Database which has over 100 data fields that detail company usage of software systems and their digital transformation initiatives. Apps Run The World wants to become your No. 1 technographic data source!
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| Logo | Customer | Industry | Empl. | Revenue | Country | Vendor | Application | Category | When | SI | Insight |
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Domestic & General Insurance | Insurance | 3201 | $1.6B | United Kingdom | Eptica, an Enghouse company | Eptica Customer Engagement | Customer Engagement | 2020 | n/a |
In 2020, Domestic & General Insurance deployed Eptica Customer Engagement in the Customer Engagement category to centralise customer service knowledge across its UK operations. The implementation was delivered as the Fido knowledge management project and targeted the company’s customer service function supporting more than 7 million warranty customers and 1,400 contact centre agents in Brighton, Nottingham and Bedworth.
The deployment used the Eptica Customer Engagement Suite, including an Agent Knowledge Base, to consolidate manufacturer contact details, warranty plan information and procedural guidance into a searchable knowledge repository. Key functional capabilities implemented included knowledge authoring, indexing, role-based access to content, and front-line search workflows designed to surface consistent answers during live phone interactions.
Operational coverage focused on the customer service organisation, provisioning the knowledge layer to 1,400 employees across three contact centres in the United Kingdom, and centralising content governance so updates could be published to all agents. The solution replaced paper-based manuals with digital knowledge assets, reducing manual folder searches and aligning agent responses to standardised content.
Governance changes included a centralised knowledge management process and faster update workflows to communicate new information to staff, which shortened onboarding and ongoing training cycles. Eptica Customer Engagement helped Domestic & General achieve stated business objectives, supporting improved customer satisfaction and reduced costs according to the Head of Customer Service Chris Briggs.
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L'Occitane France | Retail | 524 | $194M | France | Eptica, an Enghouse company | Eptica Customer Engagement | Customer Engagement | 2017 | n/a |
In 2017, L'Occitane France implemented Eptica Customer Engagement as part of a global CRM and digital CX upgrade. The deployment targeted a consistent multichannel experience across multiple countries covering self-service, email and telephone channels. The program was positioned to support online sales growth and reduce cart abandonment.
Eptica Customer Engagement was configured to centralize knowledge management and self-service content, using a shared knowledge base and self-service module inferred from the vendor case study. Agent-facing capabilities were used to unify responses across email and voice channels and to provide contextual guidance for support representatives. Standard Customer Engagement capabilities such as automated routing and case orchestration were applied to support multichannel query handling.
The solution was integrated with the company's global CRM and digital touchpoints as part of the upgrade, enabling end-to-end customer engagement workflows across web self-service and contact center channels. Operational scope covered customer service and digital commerce functions across multiple countries and supported agent teams responsible for online and post sale enquiries. Configuration emphasized centralized content and consistent response templates to reduce channel variance.
Governance combined centralized content ownership with multilingual knowledge governance and channel-aligned operational processes to standardize agent workflows across regions. Rollout proceeded as a regional, channel-aligned program to harmonize processes and update digital CX touchpoints. Eptica Customer Engagement, the Customer Engagement application, serves as the central platform linking L'Occitane France digital customer service and sales support functions.
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Montblanc Germany | Retail | 500 | $400M | Germany | Eptica, an Enghouse company | Eptica Customer Engagement | Customer Engagement | 2020 | n/a |
In 2020, Montblanc Germany deployed Eptica Customer Engagement in a six week timeline to provision interactive self-service and an intelligent knowledge base across its multilingual websites for Europe and the United States. The Eptica Customer Engagement implementation focused on embedded web self-service at eCommerce and customer service touchpoints to deflect routine queries and reduce inbound webform volume.
The deployment implemented interactive self-service workflows and an intelligent knowledge base with multilingual content management and automated deflection logic, combined with contextual escalation paths to route complex requests to specialist ambassadors. Configuration emphasis included knowledge authoring, search relevance tuning, and conversational decision tree workflows consistent with Customer Engagement platforms to surface suggested answers directly within web interfaces.
Eptica delivered the implementation on the six week timeline for peak readiness, and operational scope covered online support for Europe and the United States, impacting customer service and specialist ambassador channels. The rollout produced a 64% drop in questions submitted via webforms and freed ambassadors to focus on higher value personalised support, improving agent attention on complex enquiries.
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Construction and Real Estate | 10 | $1M | United Kingdom | Eptica, an Enghouse company | Eptica Customer Engagement | Customer Engagement | 2013 | n/a |
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Buyer Intent: Companies Evaluating Eptica Customer Engagement
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