This is the fourth consecutive year that Eptica has appeared in this Magic Quadrant.
Olivier Njamfa, CEO and co-founder of Eptica said that the digital customer experience market is changing rapidly, driven by the rise of artificial intelligence and increasing consumer demands, and is becoming ever-more central to business success.
“I am therefore very proud that Eptica has retained its position in the Gartner Magic Quadrant for the CRM Customer Engagement Center,” Njamfa said.
According to Gartner, this Magic Quadrant for the CRM Customer Engagement Center examines the global market for customer service and support applications designed to enable customer service and support agents to engage customers through their preferred communication channel.
The functionalities evaluated in this Magic Quadrant include those for knowledge-enabled service resolution, social media/community management and offer management.
Also evaluated are interaction assistance tools and service analytics dashboards. Ideally, the applications should have tools for both agents and customers, and the vendors should have a clear point of view on how to escalate customer support from self-service to human agents and back again, while retaining the context of the interaction for reporting and future customer engagements.
Gartner evaluated vendors on their completeness of vision and ability to pull it off.
Eptica has been pouring cash in to Natural Language Processing (NLP) and linguistics.
“Coupled with our strong, self-learning knowledge management capabilities, this means we are ideally positioned to help brands deliver digital CX across email, chat, social media and self-service, through a single, cloud-based platform, ” Njamfa said.