Worldline and Eptica launch new unified multichannel interaction management platform

PARIS, FRANCE: Worldline, Atos subsidiary for e-payment services, and Eptica, global provider of multichannel customer interaction software, today launched a new unified multichannel interaction management solution for the European market. This brings together Worldline's expertise in automatic call distribution with Eptica's capability to manage interactions through all other contact channels (email, chat, SMS, social networks, mobile devices and web self-service), to deliver a unified contact centre solution.

The new multilingual enterprise solution improves efficiency and the overall experience for customers. Through a centralised knowledgebase and a powerful workflow engine it automatically analyses all incoming interactions, routing them to the best available agent. At its heart is Eptica's advanced Sentiment Analysis capability, which analyses the tone of incoming messages, helping to identifying the most sensitive or urgent interactions for agents to deal with. This ensures contact centres benefit from unparalleled control and flexibility, while customers receive a consistent, high quality response, whatever contact channel they choose.

Agents and managers will access the new solution through a single interface that spans every channel, reducing training and administration time and delivering a unified experience across the contact centre.

The solution is currently being implemented as part of the Belgian Card Stop project, a cross-industry collaboration between all Belgian banks. It will enable customers of any bank to cancel their bank card by emailing or calling a single contact centre. Using the solution of Worldline and Eptica, this contact centre will be able to manage the classification and routing of all customer requests received by telephone and email, in Belgium's three official languages of French, Dutch and German.

 This joint solution will be presented during a customer event organised by Worldline on 15 October at Palais Brongniart. http://worldline.com/ext/contact2013/