Click here to close now.

Welcome!

API Journal Authors: Carmen Gonzalez, Liz McMillan, AppDynamics Blog, Vormetric Blog, Elizabeth White

Blog Feed Post

Eptica acquires Lingway for best in class Search and Social Sentiment software

Natural language processing and sentiment analysis to strengthen multichannel customer experience

Paris and Reading 8 November 2012: Eptica, a leading provider of Multi channel Customer Interaction software, today announced the acquisition of multilingual semantic search engine and sentiment analysis software developer Lingway. Lingway's advanced technology will strengthen Eptica's multichannel customer service suite, enabling organisations to improve the customer experience and benefit from increased consumer insight.

Eptica enables organisations to create the best customer experience by delivering the answers customers want on the channel of their choice (phone, email, web, chat, social media, and mobile). Through its powerful technology, Eptica's software ensures every request is handled efficiently whether managed through a self-service channel or the contact centre. As Eptica records the complete multichannel history of every customer contact, whether through Facebook, email, chat or Tweets , companies benefit from improved customer management, reporting and insight.

Core to Eptica's multichannel suite is a dynamic, self learning knowledgebase and enterprise class workflow engine. The suite, which can be deployed on-premise or as Software as a Service (SaaS) is a centralised platform that can be rolled out across any customer service channel with ease. More than 400 organisations worldwide are using Eptica to improve service levels, increase efficiency and maximise sales.

The addition of Lingway's natural language search and sentiment analysis technology will benefit organisations and their customers by providing an improved multichannel search experience through the centralised Eptica platform. Lingway's technology also allows advanced content analysis, extraction and automated classification of data from any document source enabling Eptica customers to broaden the scope of their knowledgebase and extend its use to support enterprise applications such as HR.

Lingway's advanced Sentiment Analysis will also be integrated with Eptica's Social Media Interaction suite, enabling customer service and marketing departments to track and analyse the tone of social media discussions in real time, giving a deeper insight into customer behaviour across networks such as Facebook and Twitter. Businesses such as AirAsia and Verbaudet rely on Eptica's Social Media Interaction software to monitor and respond to social media customer posts and questions in real-time.

Lingway currently has 100 customers using its search and knowledge management technology in specialised business applications such as HR and reputation management. These customers will continue to be supported under the Eptica-Lingway brand. The acquisition also benefits Eptica's development resources by adding a team of experienced linguistic engineers. The terms of the all cash transaction were not disclosed.

Driven by greater competition and ever-rising consumer expectations, the market for customer service software is growing rapidly around the world. Industry analysts expect the web self-service sector alone to be worth $1 billion in 2012, growing at $100m per year[1].

"Today customers want to receive fast, tailored service, whatever channel they use. At Eptica we believe this can only be delivered efficiently through a multichannel platform with centralised, accessible knowledge and powerful search technology at its core," said Olivier Njamfa, CEO and President, Eptica. "The acquisition of Lingway's advanced technology brings us best in class multilingual search, strengthens our multichannel platform and enables Eptica and Lingway customers worldwide to improve customer experience, increase efficiency, and consequently grow revenues."

"Our acquisition by Eptica is positive news for everyone involved. The integration of our complementary technologies will deliver powerful benefits for all of our customers and provide Lingway users with the security of working with a larger, global organisation," said Bernard Normier, CEO, Lingway. "The agreement will enable our team to further develop our world leading multilingual semantic search technology, ensuring we continue to meet changing customer needs."

-ends-

[1]Source: Gartner Group, quoted in http://www.mycustomer.com/topic/customer-experience/web-self-service-final-frontier-customer-service/156398

About Eptica
Eptica is the leading European multilingual solution for Customer Interaction Management including Web Self-service, Social Customer Service, Email Management, Chat, Fax-Letter- SMS and Knowledge management for Customer Service. Available on premise or SaaS, Eptica software enables website and customer service channels to improve quality of service, resolve enquiries faster, reduce costs and maximise every sales opportunity. Today more than 400 customers, including some of the world's largest brands, in 15 countries, use Eptica software to deliver excellent customer service at much lower cost. Eptica's customers include: Dixons, Domestic & General, Haven Holidays, Republic, Panasonic, Virgin Holidays, Capita and Ageas Insurance Solutions.

Eptica is based in the UK, France, Spain and Singapore and operates worldwide through its network of partners The Company's continuing innovation and strong performance has maintained Eptica's inclusion in the Magic Quadrants for Web Customer Service.

About Lingway
Founded in 2001 Lingway was created by a team of 13 specialists from the French-U.S. company Lexiquest, a leading developer of language-based search solutions, who left after its acquisition by IBM to form Lingway. Lingway offers specialised search solutions based on powerful multilingual semantic tools and business specific linguistic resources. These solutions provide companies with search capabilities tailored to their line of business and comply with Semantic Web specifications. Based in Paris and with an office in Spain, Lingway has over 100 customers, including Siemens, Toyota, Cap Gemini and Axa.

For further information, please contact:
Measures Consulting
Chris Measures +44 (0) 7976 535147 / [email protected]
Uday Radia +44 (0) 7940 584161 / [email protected]

Read the original blog entry...

More Stories By RealWire News Distribution

RealWire is a global news release distribution service specialising in the online media. The RealWire approach focuses on delivering relevant content to the receivers of our client's news releases. As we know that it is only through delivering relevance, that influence can ever be achieved.

@ThingsExpo Stories
SYS-CON Events announced today that ProfitBricks, the provider of painless cloud infrastructure, will exhibit at SYS-CON's 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. ProfitBricks is the IaaS provider that offers a painless cloud experience for all IT users, with no learning curve. ProfitBricks boasts flexible cloud servers and networking, an integrated Data Center Designer tool for visual control over the cloud and the best price/performance value available. ProfitBricks was named one of the coolest Clo...
The 4th International Internet of @ThingsExpo, co-located with the 17th International Cloud Expo - to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA - announces that its Call for Papers is open. The Internet of Things (IoT) is the biggest idea since the creation of the Worldwide Web more than
"In the IoT space we are helping customers, mostly enterprises and industry verticals where time-to-value is critical, and we help them with the ability to do faster insights and actions using our platform so they can transform their business operations," explained Venkat Eswara, VP of Marketing at Vitria, in this SYS-CON.tv interview at @ThingsExpo, held June 9-11, 2015, at the Javits Center in New York City.
SYS-CON Events announced today that WHOA.com, an ISO 27001 Certified secure cloud computing company, participated as “Bronze Sponsor” of SYS-CON's 16th International Cloud Expo® New York, which took place June 9-11, 2015, at the Javits Center in New York City, NY. WHOA.com is a leader in next-generation, ISO 27001 Certified secure cloud solutions. WHOA.com offers a comprehensive portfolio of best-in-class cloud services for business including Infrastructure as a Service (IaaS), Secure Cloud Desktop, Cloud Storage, Disaster Recovery, Integrated Applications and Security.
SYS-CON Events announced today that Intelligent Systems Services will exhibit at the 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Established in 1994, Intelligent Systems Services Inc. is located near Washington, DC, with representatives and partners nationwide. ISS’s well-established track record is based on the continuous pursuit of excellence in designing, implementing and supporting nationwide clients’ mission-critical systems. ISS has completed many successful projects in Healthcare, Commercial, Manu...
The Internet of Things is not only adding billions of sensors and billions of terabytes to the Internet. It is also forcing a fundamental change in the way we envision Information Technology. For the first time, more data is being created by devices at the edge of the Internet rather than from centralized systems. What does this mean for today's IT professional? In this Power Panel at @ThingsExpo, moderated by Conference Chair Roger Strukhoff, panelists addressed this very serious issue of profound change in the industry.
With major technology companies and startups seriously embracing IoT strategies, now is the perfect time to attend @ThingsExpo in Silicon Valley. Learn what is going on, contribute to the discussions, and ensure that your enterprise is as "IoT-Ready" as it can be! Internet of @ThingsExpo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 17th Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The Internet of Things (IoT) is the most profound change in personal an...
SYS-CON Events announced today that kintone has been named “Bronze Sponsor” of SYS-CON's 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. kintone promotes cloud-based workgroup productivity, transparency and profitability with a seamless collaboration space, build your own business application (BYOA) platform, and workflow automation system.
Discussions about cloud computing are evolving into discussions about enterprise IT in general. As enterprises increasingly migrate toward their own unique clouds, new issues such as the use of containers and microservices emerge to keep things interesting. In this Power Panel at 16th Cloud Expo, moderated by Conference Chair Roger Strukhoff, panelists addressed the state of cloud computing today, and what enterprise IT professionals need to know about how the latest topics and trends affect their organization.
SYS-CON Events announced today that SoftLayer, an IBM company, has been named “Gold Sponsor” of SYS-CON's 17th International Cloud Expo®, which will take place November 3–5, 2015 at the Santa Clara Convention Center in Santa Clara, CA. SoftLayer operates a global cloud infrastructure platform built for Internet scale. With a global footprint of data centers and network points of presence, SoftLayer provides infrastructure as a service to leading-edge customers ranging from Web startups to global enterprises. SoftLayer’s modular architecture, full-featured API, and sophisticated automation pro...
The enterprise market will drive IoT device adoption over the next five years. In his session at @ThingsExpo, John Greenough, an analyst at BI Intelligence, division of Business Insider, analyzed how companies will adopt IoT products and the associated cost of adopting those products. John Greenough is the lead analyst covering the Internet of Things for BI Intelligence- Business Insider’s paid research service. Numerous IoT companies have cited his analysis of the IoT. Prior to joining BI Intelligence, he worked analyzing bank technology for Corporate Insight and The Clearing House Payment...
17th Cloud Expo, taking place Nov 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, will feature technical sessions from a rock star conference faculty and the leading industry players in the world. Cloud computing is now being embraced by a majority of enterprises of all sizes. Yesterday's debate about public vs. private has transformed into the reality of hybrid cloud: a recent survey shows that 74% of enterprises have a hybrid cloud strategy. Meanwhile, 94% of enterprises are using some form of XaaS – software, platform, and infrastructure as a service.
SYS-CON Events announced today that CommVault has been named “Bronze Sponsor” of SYS-CON's 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. A singular vision – a belief in a better way to address current and future data management needs – guides CommVault in the development of Singular Information Management® solutions for high-performance data protection, universal availability and simplified management of data on complex storage networks. CommVault's exclusive single-platform architecture gives companies unp...
"ciqada is a combined platform of hardware modules and server products that lets people take their existing devices or new devices and lets them be accessible over the Internet for their users," noted Geoff Engelstein of ciqada, a division of Mars International, in this SYS-CON.tv interview at @ThingsExpo, held June 9-11, 2015, at the Javits Center in New York City.
Buzzword alert: Microservices and IoT at a DevOps conference? What could possibly go wrong? In this Power Panel at DevOps Summit, moderated by Jason Bloomberg, the leading expert on architecting agility for the enterprise and president of Intellyx, panelists peeled away the buzz and discuss the important architectural principles behind implementing IoT solutions for the enterprise. As remote IoT devices and sensors become increasingly intelligent, they become part of our distributed cloud environment, and we must architect and code accordingly. At the very least, you'll have no problem fillin...
The 17th International Cloud Expo has announced that its Call for Papers is open. 17th International Cloud Expo, to be held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA, brings together Cloud Computing, APM, APIs, Microservices, Security, Big Data, Internet of Things, DevOps and WebRTC to one location. With cloud computing driving a higher percentage of enterprise IT budgets every year, it becomes increasingly important to plant your flag in this fast-expanding business opportunity. Submit your speaking proposal today!
The 5th International DevOps Summit, co-located with 17th International Cloud Expo – being held November 3-5, 2015, at the Santa Clara Convention Center in Santa Clara, CA – announces that its Call for Papers is open. Born out of proven success in agile development, cloud computing, and process automation, DevOps is a macro trend you cannot afford to miss. From showcase success stories from early adopters and web-scale businesses, DevOps is expanding to organizations of all sizes, including the world's largest enterprises – and delivering real results. Among the proven benefits, DevOps is corr...
Internet of Things (IoT) will be a hybrid ecosystem of diverse devices and sensors collaborating with operational and enterprise systems to create the next big application. In their session at @ThingsExpo, Bramh Gupta, founder and CEO of robomq.io, and Fred Yatzeck, principal architect leading product development at robomq.io, discussed how choosing the right middleware and integration strategy from the get-go will enable IoT solution developers to adapt and grow with the industry, while at the same time reduce Time to Market (TTM) by using plug and play capabilities offered by a robust IoT ...
SYS-CON Events announced today that Secure Infrastructure & Services will exhibit at SYS-CON's 17th International Cloud Expo®, which will take place on November 3–5, 2015, at the Santa Clara Convention Center in Santa Clara, CA. Secure Infrastructure & Services (SIAS) is a managed services provider of cloud computing solutions for the IBM Power Systems market. The company helps mid-market firms built on IBM hardware platforms to deploy new levels of reliable and cost-effective computing and high availability solutions, leveraging the cloud and the benefits of Infrastructure-as-a-Service (IaaS...
Today air travel is a minefield of delays, hassles and customer disappointment. Airlines struggle to revitalize the experience. GE and M2Mi will demonstrate practical examples of how IoT solutions are helping airlines bring back personalization, reduce trip time and improve reliability. In their session at @ThingsExpo, Shyam Varan Nath, Principal Architect with GE, and Dr. Sarah Cooper, M2Mi’s VP Business Development and Engineering, will explore the IoT cloud-based platform technologies driving this change including privacy controls, data transparency and integration of real time context wi...