PRESS RELEASE: Eptica, a global multichannel customer interaction software company, today announced a significant technology-use agreement with business services provider Concentrix Corporation, a wholly owned subsidiary of SYNNEX Corporation (NYSE: SNX). The collaboration highlights Concentrix’ heavy investment in innovative technology and passion for customer experience.
Concentrix is a leader in high-value business services focused on process optimization, customer engagement strategy, technology innovation, and ecosystem performance. The agreement will incorporate Eptica’s advanced customer engagement software into Concentrix delivery center operations. Concentrix employs more than 50,000 people speaking 40+ languages in 25 countries.
Eptica’s multilingual Customer Engagement Suite transforms customer service by applying linguistics and natural language processing across all digital channels. Under the agreement, Concentrix will leverage the complete range of Eptica’s software, including both on-premise and Software-as-a-Service (SaaS) versions. Additionally, Concentrix will be able to use Eptica’s open application programming interfaces (APIs) to develop customized product integrations to meet individual client needs.
“Eptica has a proven record of helping companies manage the customer experience through its innovative software, which complements our business,” said Philip Cassidy, SVP – Global Application Development at Concentrix. “Having worked together for our clients in Europe over the past three years, we are now expanding our use of this technology globally.”
“Our agreement with Concentrix brings together two leaders in customer engagement and will bring new business opportunities to both companies,” added Olivier Njamfa, CEO and Co-founder, Eptica. “The agreement expands our footprint in the United States, as well as other countries around the globe. Customer engagement is increasingly critical to companies. The combination of our advanced, linguistic-powered software and the expertise, processes and skills of Concentrix will enable client organizations to transform the customer experience across every channel and interaction.”
In total, Eptica has over 400 customers in 15 countries. In the US these include L’Occitane, Direct Wines, EasyRoommate (Vivastreet), and Mind Candy (Moshi Monsters). Eptica is growing rapidly, with combined Q1 and Q2 2014 revenues up 24% on the same period in 2013. The strength of Eptica’s technology and approach has been recognized by Gartner, which positioned the company in its 2014 Magic Quadrant for the CRM Customer Engagement Center. This marks the fourth consecutive year the company has appeared in a Gartner Magic Quadrant.