Eptica, a multichannel customer interaction software company, is partnering with SpiceCSM, a provider of integration platform as a service guided process and integration technology. Under the agreement SpiceCSM will provide Eptica’s linguistic-powered customer engagement software to its client base. Additionally, Eptica will offer the SpiceCSM solution as connective tissue for Eptica customers wanting to build the next generation Customer Engagement Hub.
The combination of Eptica's multichannel customer engagement software and SpiceCSM's platform will enable organizations to create end-to-end customer engagement hubs.
SpiceCSM is a unified agent desktop that combines a dynamic call handling engine, a data integration platform, and robust collaborative reporting.
"Delivering an effective, end-to-end, customer experience is becoming increasingly complex as consumer interactions span departments and channels, demanding a more integrated, scalable approach, such as through customer engagement hubs," said Olivier Njamfa, CEO and co-founder of Eptica, in a statement. "Both Eptica and SpiceCSM are recognized as leaders in their fields by analysts and a growing number of customers across the world. By combining our technologies, we can help companies build an integrated platform that enables them to hold meaningful conversations with their customers, however they get in touch.”
"When it comes to customer experience, organizations are being held back by the disparate, unconnected systems within their businesses," said Michael Ryan, CEO of SpiceCSM, in a statement. "This prevents agents from collaborating and delivering the end-to-end service that consumers demand. By partnering with Eptica, our customers will be able to take customer experience to a whole new level by leveraging Linguistics to drive processes and better customer experiences without needing to rip out or remove existing systems."