Eptica Appoints Dee Roche As European Marketing Director

"By using Eptica technology, organisations are able to integrate customer interaction across their entire web and contact centre customer service channels: Using a single centralised knowledge base and workflow to manage online self-service and email enquiries, end-to-end, even when customers cross from one channel to another," explains Roche.

"Crucially, contact centres can take advantage of technology normally utilised by advanced search and web self-service systems. This means that contact centres can take charge of reducing web generated emails and migrate easily to online self-service in the future - simply by making the systems knowledge base accessible and searchable online." concludes Roche.

Eptica believes that contact centres are best placed to drive the content for web self-service. Customer service agents are on the frontline, dealing with customers - they know what questions customers need answers for. Every interaction with the Eptica knowledge base enhances the quality and relevance of content: including agents answering phone calls, handling chat sessions, answering emails and searches made on the knowledge base. It’s only a one click action on the part of agents to highlight questions needing content.

Olivier Njamfa, CEO at Eptica concludes: "Dee has cultivated a vast amount of experience and will play a crucial role in driving awareness of Eptica’s customer interaction solutions, services and expertise across Europe. We are bringing together the best people and technology to ensure that both Eptica and our customers are distinguished for delivering efficient high quality service."