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News : Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
Reading, Paris, Singapore 15th May 2014 -- Eptica announces that it has been named in Gartner Inc’s "Magic Quadrant for the CRM Customer Engagement Center" by Michael Maoz, April 24, 2014. This marks the fourth consecutive year the company has appeared in a Gartner Magic Quadrant.
According to Gartner, the customer engagement center (CEC) extends CRM to reflect new multichannel and increasingly digital forms of customer engagement. "The CRM customer engagement center refers to a logical set of business applications and technologies that are engineered to provide customer service and support, regardless of the interaction (or engagement) channel. The goal of the CEC is not only to provide reactive service to customers as they move among communications channels — including social media — while retaining the customers' context, but also to deliver the appropriate business rule to determine the next best action, information or process with which to engage the customers."
"We believe our move into the new CRM Customer Engagement Center Magic Quadrant demonstrates how we are successfully evolving our software to meet the business needs of our clients," said Olivier Njamfa, President, CEO and Co-founder of Eptica. "The combination of our strengths in linguistics, Voice of the Customer, email and self-learning knowledge management, and open API set provide the engagement platform for a growing number of companies around the world, as demonstrated by our recent record quarterly results. Engaging with customers, whatever channel they choose, is at the heart of success in today’s markets, and we are proud to be one of the few vendors to transition from the previous Web Customer Service (WCS) Magic Quadrant to the CRM Customer Engagement Center report."
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More Editorial From Eptica
Eptica is a provider of e-crm software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with their clients, suppliers or partners via the Internet.
Gartner, Inc. is a research and advisory firm that helps more than 10,000 clients leverage technology to achieve business success. Gartner’s businesses consist of Research, Consulting, Measurement, Events and Executive Programs. Founded in 1979, Gartner has over 3,800 associates, including approximately 1,000 research analysts and consultants, in more than 75 locations worldwide.
Published: Monday, May 19, 2014