List of Eptica CX platform Customers
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Since 2010, our global team of researchers has been studying Eptica CX platform 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 CX platform for Customer Experience 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 CX platform for Customer Experience include: Fnac Darty, a France based Retail organisation with 30000 employees and revenues of $8.00 billion, Birmingham City Council, a United Kingdom based Government organisation with 9882 employees and revenues of $2.50 billion, Domestic & General Insurance, a United Kingdom based Insurance organisation with 3201 employees and revenues of $1.55 billion, NHS Business Services Authority, a United Kingdom based Government organisation with 4566 employees and revenues of $976.0 million and many others.
Contact us if you need a completed and verified list of companies using Eptica CX platform, 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 CX platform 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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Birmingham City Council | Government | 9882 | $2.5B | United Kingdom | Eptica, an Enghouse company | Eptica CX platform | Customer Experience | 2017 | n/a |
In 2017, Birmingham City Council deployed the Eptica CX platform in a Customer Experience program to centralize customer-facing knowledge and automate response handling across its Contact Centre and Customer Services operations. The Eptica CX platform was positioned to support responses to over 2.19 million citizen contacts per year and to provide a single, consistent information source for services from housing to education.
Deployment centered on a centralised, self-learning knowledge base branded Sheldon, configured with 1,300 articles across 17 subject areas and rolled out to 300 contact centre agents. Sheldon provides tailored, template-based content surfaced via natural language processing, agents type queries to retrieve contextual answers, and staff can submit article feedback to drive continuous content refinement. The Eptica CX platform therefore functions as both a knowledge management system and an AI-assisted response engine within the Customer Experience category.
Operational coverage includes voice and digital channels, with agents handling around 2.1 million voice calls annually while the Eptica CX platform was extended to analyze incoming emails and webforms from 25 services, processing approximately 90,000 emails per year. The solution consolidates disparate desktop mailboxes and related tools into a central access point, and the platform is administered by a single person for ongoing content management. Reporting and management information from Eptica is used to monitor quality across channels.
Governance and process changes included adopting a single source of truth for public-facing answers to ensure consistency across channels, and embedding Sheldon into agent workflows to reduce variation during peak periods such as Council Tax billing cycles. Explicit outcomes reported by the council include a 30 percent reduction in average email handling time to six hours 52 minutes and over 98 percent of emails now receiving a response within the council SLA of two business days. Birmingham City Council is evaluating extending the Eptica CX platform to additional channels such as self-service, chat and social media to further drive consistency and efficiency.
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Domestic & General Insurance | Insurance | 3201 | $1.6B | United Kingdom | Eptica, an Enghouse company | Eptica CX platform | Customer Experience | 2020 | n/a |
In 2020, Domestic & General Insurance implemented the Eptica CX platform as the technical core of its Fido knowledge management project. The Eptica CX platform and the Eptica Customer Engagement Suite were provisioned to support Customer Experience across the company’s UK contact centres, providing a centralized knowledge layer for a service operation that supports more than 7 million customers and 1,400 front line agents in Brighton, Nottingham and Bedworth.
Deployment emphasized the Agent Knowledge Base capability to centralize contact details for manufacturers, warranty plan information, and customer service reference content so information is available at the agent’s fingertips. Previously this information existed in a paper based system, and the Eptica Customer Engagement Suite introduced structured knowledge authoring, search and retrieval workflows and a controlled publishing path to push updates to agents more rapidly, reducing training time and improving consistency of responses and first contact resolution.
Governance was reoriented around centralized knowledge administration and operational workflows for the customer service function, with content ownership and update processes managed to ensure accuracy across sites. Domestic & General reported that the Eptica deployment transformed customer service delivery and helped achieve broader business objectives, with Head of Customer Service Chris Briggs citing cost reductions as an outcome of the program.
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Fnac Darty | Retail | 30000 | $8.0B | France | Eptica, an Enghouse company | Eptica CX platform | Customer Experience | 2017 | n/a |
In 2017, Fnac Darty implemented the Eptica CX platform for Customer Experience. The Eptica CX platform was provisioned to centralize customer service email management and to support technical support processes for Telecom subscriptions and multimedia services.
Administrators were responsible for the Eptica customer service email management tool, configuring case intake, automated routing, templated responses, and knowledge-enabled handling consistent with Customer Experience workflows. Configuration emphasized mailbox orchestration and case assignment rules to align with service level handling and technical support escalation paths.
The implementation supported technical support processes and IS evolutions for Telecom subscriptions including Darty Box and Darty Mobile under a Bouygues Telecom brand license, and for Darty multimedia services. Integration work focused on aligning the Eptica CX platform with internal IS change initiatives that governed subscription support and service operations.
Governance placed administration and process ownership with the teams in charge of technical support and IS evolution, centralizing email-driven contact handling across customer service and technical support business functions. Fnac Darty used the Eptica CX platform to support Customer Experience for customer service and technical support, establishing operational control over email case management and ongoing IS adaptation.
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Government | 4566 | $976M | United Kingdom | Eptica, an Enghouse company | Eptica CX platform | Customer Experience | 2018 | n/a |
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