Eptica: Product updates, Customer stories, and Insights | 2026 Cuspera

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Customer stories

Eptica’s multi channel customer service platform helped Hastings Direct improve customer service and offer more ways for 1.3 million customers to get help. The platform lets staff access up-to-date information across email, phone, and web self-service. Hastings Direct wanted to make it easier for customers to contact them and boost efficiency in their contact center. Eptica’s system gives staff the knowledge they need and supports the company’s growth.
L’Occitane is a global group with over 3000 stores in 90 countries. They wanted to improve their customer experience across all channels. They upgraded their international CRM systems. Their goal was to give customers a seamless and friendly experience everywhere. They also wanted to keep the same high quality of service worldwide.
Brent Council's call centre had trouble responding to customer emails quickly and consistently. Their old system was slow and made it hard to meet service targets. They chose Eptica Email Management to help organize and speed up email replies. With the new system, email response time dropped from 30 minutes to 10 minutes. Agents now use templates and have better tools, making their work easier and faster. The team is happier and can answer more customer questions each day.
Carole Nash is a motorcycle insurance broker. They used Eptica’s multilingual Customer Engagement Suite. The solution helped transform their customer service. The case study is presented as a video. No specific results or numbers are mentioned in the content.

Eptica Product Overview

Eptica excels in providing multi-channel customer service and intelligence solutions, focusing on enhancing digital customer interactions. This conversational digital CX platform leverages AI to deepen customer engagement across various touchpoints. A standout feature is its omni-channel communication capability, allowing seamless interaction through digital conversations, video, and voice. Eptica's platform also emphasizes agile knowledge management, ensuring that customer service teams have quick access to relevant information. This approach not only improves customer satisfaction but also empowers organizations to gather actionable insights through the voice of the customer. Trusted by leading brands, Eptica offers a robust solution for businesses aiming to elevate their customer service experience.

How satisfied the customers are with Eptica use-cases

Reviews

"...Eptica is the leading European provider of multi-channel customer interaction software...." Peer review

Eptica Customer Insights, Testimonials and Case Studies

How does Eptica address your Engagement Management Challenges?

How can Eptica enhance your Knowledge Management process?

How can Eptica optimize your Customer Feedback Management Workflow?

Why is Eptica the best choice for Contact List Management?

How efficiently Does Eptica manage your Communication Management?

What is Eptica used for?

Eptica is a Help Desk Software mainly used by its customers to Scale Best Practices and Enhance Customer Relationships by Engagement Management, Knowledge Management and Customer Feedback Management .

What are the top features of Eptica?

Feedback surveys, Personalization and Templates are some of the top features of Eptica.

What are Eptica alternatives?

Cayzu Help Desk, Service Creatio, Elevio and Qminder are popular alternatives for Eptica.

Where is Eptica located?

Eptica is headquartered at Boulogne Billancourt, Paris.

11 buyers and buying teams have used Cuspera to assess how well Eptica solved their Help Desk needs. Cuspera uses 1195 insights from these buyers along with peer reviews, customer case studies, testimonials, expert blogs and vendor provided installation data to help you assess the fit for your specific Help Desk needs.

Peers used Eptica for engagement management and knowledge management

Eptica Competitors

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Eptica Features

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FEATURE	RATINGS AND REVIEWS
AI Powered	4.20/5 ★ Read Reviews (45)
Analytics	4.65/5 ★ Read Reviews (79)
Custom Reports	4.41/5 ★ Read Reviews (190)

CAPABILITIES	RATINGS AND REVIEWS
AI Powered	4.20/5 ★ Read Reviews (45)
Analytics	4.65/5 ★ Read Reviews (79)
Custom Reports	4.41/5 ★ Read Reviews (190)

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Eptica Profile

Company Name

Eptica

Company Website

https://www.eptica.com/

HQ Location

Boulogne Billancourt, Paris

Employees

51-100

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Financials

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