Worldline and Eptica recently announced the introduction of a new unified multichannel interaction management solution for customers across Europe. Through this partnership, Worldline’s work in the field of automatic call distribution and Eptica's work in managing interactions via different contact channels, including SMS, email, chat, mobile devices, social networks, and web self-service, have been combined to create a unified contact center solution.

In a statement, Olivier Stuckens, managing director for mobility & e-transactional services at Worldline said, "Following several years of working jointly with Eptica and the success of major projects, such as at leading French insurance and utilities companies, PMU and Direct Energie, we have decided to take things to the next stage. Up to now, we have placed the Eptica platform alongside Contact, our own multi-channel ACD solution. From now on, agents, supervisors and administrators in contact centers will be able to use a single, uniform interface, drawing on the best solutions from Worldline and Eptica, which will considerably reduce customer response times. This partnership will enable us to provide a unique solution for the market, one that is more intuitive for agents and easier to manage, and it gives us an opportunity to develop our customer relationship management products in France and internationally.”

By developing a multilingual enterprise solution, the companies hope to enhance efficiencies and improve customer experience. Using a centralized knowledgebase and workflow engine, the solution conducts an automatic analysis of all incoming interactions and routes them to the agent best skilled for the task. For contact centers, solution aims to provide control and flexibility. On the other end of the spectrum, the solution aims to provide customers with quality service regardless of the contact channel they use.

Dominic Tavassoli, products vice-president at Eptica said, "Businesses today are on the lookout for an innovative, intuitive and flexible solution to manage interactions with their customers, whatever their preferred channels may be. We are proud to contribute to Worldline's objective of progressively transforming telephone call centers into multichannel contact centers."

At present, the new solution has been deployed as a part of the Belgian Card Stop project, which is a collaborative initiative between all the banks in Belgium. Through the project, customers from any bank will be able to cancel their bank card simply by emailing or calling a single contact center using the solution.