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EpiAnalytics

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EpiAnalytics provides easy-to-use text and sentiment analysis so companies can actively reduce costs, gain consumer insight, make better customer-focused decisions and automate response to customer service requests and survey comments.

EpiAnalytics solution suite consists of three main offerings designed to improve the customer experience BEFORE - DURING - and AFTER a customer engages with an organization. Our solutions are:

• RedFlag™ Contact Center Early Warning System
• SmartCase™ Business Intelligence, Process Automation, Agent Efficiency
• Reason™ Customer Feedback Solutions

FEATURES

The EpiAnalytics embedded real-time technology automatically identifies the reason why customers are contacting an organization. Accurate text analytics automatically code inbound emails, Cases, Leads and survey responses.

Analyze Twitter or Facebook comments. EpiAnalytics Social Media Content Classification solutions helps contact centers provide insight into customers’ perception about the organization, its products, services, business processes, and agent behavior.

BENEFITS

Increased Agent Efficiency / Lower Costs:

• Automated routing to Agent or Queue with knowledge recommendations
• Automated Response attaching knowledge article and close Cases
• Risk Management: ensuring important issues don’t fall through the cracks
• The system learns from Agent activities and leverages business processes
• Reduce Case resolution time by over 65%

Increase Customer / Agent Satisfaction

• Faster Customer Response Speed
• Increase Agent productivity
• Gain customer insight from all Salesforce.com CRM data
• Identify and resolve troubling issues as they emerge

Start a Trail today, email: sales@epianalytics.com

Recent Milestones

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• 
  EpiAnalytics added Scott Austin as CTO. (9/1/08)
  Posted 9/7/11 at 7:48am
• 
  EpiAnalytics added Jim Vecchio as President. (1/1/08)
  Posted 9/7/11 at 7:48am

Videos

Screenshots

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Above: EpiAnalytics Screenshot -- #1
Uploaded: 12/29/11

Sources