Welcome!

@CloudExpo Authors: Yeshim Deniz, Elizabeth White, Kevin Benedict, Rene Buest, John Rauser

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.

@CloudExpo Stories
Cloud Expo, Inc. has announced today that Andi Mann and Aruna Ravichandran have been named Co-Chairs of @DevOpsSummit at Cloud Expo Silicon Valley which will take place Oct. 31-Nov. 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. "DevOps is at the intersection of technology and business-optimizing tools, organizations and processes to bring measurable improvements in productivity and profitability," said Aruna Ravichandran, vice president, DevOps product and solutions marketing...
@DevOpsSummit at Cloud Expo taking place Oct 31 - Nov 2, 2017, at the Santa Clara Convention Center, Santa Clara, CA, is co-located with the 21st International Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is ...
SYS-CON Events announced today that CA Technologies has been named "Platinum Sponsor" of SYS-CON's 21st International Cloud Expo®, which will take place October 31-November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA. CA Technologies helps customers succeed in a future where every business - from apparel to energy - is being rewritten by software. From planning to development to management to security, CA creates software that fuels transformation for companies in the applic...
What's the role of an IT self-service portal when you get to continuous delivery and Infrastructure as Code? This general session showed how to create the continuous delivery culture and eight accelerators for leading the change. Don Demcsak is a DevOps and Cloud Native Modernization Principal for Dell EMC based out of New Jersey. He is a former, long time, Microsoft Most Valuable Professional, specializing in building and architecting Application Delivery Pipelines for hybrid legacy, and cloud ...
SYS-CON Events announced today that IBM has been named “Diamond Sponsor” of SYS-CON's 21st Cloud Expo, which will take place on October 31 through November 2nd 2017 at the Santa Clara Convention Center in Santa Clara, California.
In his session at Cloud Expo, Alan Winters, an entertainment executive/TV producer turned serial entrepreneur, presented a success story of an entrepreneur who has both suffered through and benefited from offshore development across multiple businesses: The smart choice, or how to select the right offshore development partner Warning signs, or how to minimize chances of making the wrong choice Collaboration, or how to establish the most effective work processes Budget control, or how to ma...
We build IoT infrastructure products - when you have to integrate different devices, different systems and cloud you have to build an application to do that but we eliminate the need to build an application. Our products can integrate any device, any system, any cloud regardless of protocol," explained Peter Jung, Chief Product Officer at Pulzze Systems, in this SYS-CON.tv interview at @ThingsExpo, held November 1-3, 2016, at the Santa Clara Convention Center in Santa Clara, CA
SYS-CON Events announced today that Cloud Academy named "Bronze Sponsor" of 21st International Cloud Expo which will take place October 31 - November 2, 2017 at the Santa Clara Convention Center in Santa Clara, CA. Cloud Academy is the industry’s most innovative, vendor-neutral cloud technology training platform. Cloud Academy provides continuous learning solutions for individuals and enterprise teams for Amazon Web Services, Microsoft Azure, Google Cloud Platform, and the most popular cloud com...
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend 21st Cloud Expo October 31 - November 2, 2017, at the Santa Clara Convention Center, CA, and June 12-14, 2018, at the Javits Center in New York City, NY, and learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
With major technology companies and startups seriously embracing Cloud strategies, now is the perfect time to attend 21st Cloud Expo October 31 - November 2, 2017, at the Santa Clara Convention Center, CA, and June 12-14, 2018, at the Javits Center in New York City, NY, and learn what is going on, contribute to the discussions, and ensure that your enterprise is on the right path to Digital Transformation.
21st International Cloud Expo, taking place October 31 - November 2, 2017, 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. Me...
DevOps at Cloud Expo, taking place October 31 - November 2, 2017, at the Santa Clara Convention Center in Santa Clara, CA, is co-located with 21st Cloud Expo and will feature technical sessions from a rock star conference faculty and the leading industry players in the world. The widespread success of cloud computing is driving the DevOps revolution in enterprise IT. Now as never before, development teams must communicate and collaborate in a dynamic, 24/7/365 environment. There is no time to w...
"When we talk about cloud without compromise what we're talking about is that when people think about 'I need the flexibility of the cloud' - it's the ability to create applications and run them in a cloud environment that's far more flexible,” explained Matthew Finnie, CTO of Interoute, in this SYS-CON.tv interview at 20th Cloud Expo, held June 6-8, 2017, at the Javits Center in New York City, NY.
In 2014, Amazon announced a new form of compute called Lambda. We didn't know it at the time, but this represented a fundamental shift in what we expect from cloud computing. Now, all of the major cloud computing vendors want to take part in this disruptive technology. In his session at 20th Cloud Expo, Doug Vanderweide, an instructor at Linux Academy, discussed why major players like AWS, Microsoft Azure, IBM Bluemix, and Google Cloud Platform are all trying to sidestep VMs and containers wit...
In his session at @ThingsExpo, Eric Lachapelle, CEO of the Professional Evaluation and Certification Board (PECB), provided an overview of various initiatives to certify the security of connected devices and future trends in ensuring public trust of IoT. Eric Lachapelle is the Chief Executive Officer of the Professional Evaluation and Certification Board (PECB), an international certification body. His role is to help companies and individuals to achieve professional, accredited and worldwide re...
Amazon started as an online bookseller 20 years ago. Since then, it has evolved into a technology juggernaut that has disrupted multiple markets and industries and touches many aspects of our lives. It is a relentless technology and business model innovator driving disruption throughout numerous ecosystems. Amazon’s AWS revenues alone are approaching $16B a year making it one of the largest IT companies in the world. With dominant offerings in Cloud, IoT, eCommerce, Big Data, AI, Digital Assista...
When growing capacity and power in the data center, the architectural trade-offs between server scale-up vs. scale-out continue to be debated. Both approaches are valid: scale-out adds multiple, smaller servers running in a distributed computing model, while scale-up adds fewer, more powerful servers that are capable of running larger workloads. It’s worth noting that there are additional, unique advantages that scale-up architectures offer. One big advantage is large memory and compute capacity...
You know you need the cloud, but you’re hesitant to simply dump everything at Amazon since you know that not all workloads are suitable for cloud. You know that you want the kind of ease of use and scalability that you get with public cloud, but your applications are architected in a way that makes the public cloud a non-starter. You’re looking at private cloud solutions based on hyperconverged infrastructure, but you’re concerned with the limits inherent in those technologies.
Both SaaS vendors and SaaS buyers are going “all-in” to hyperscale IaaS platforms such as AWS, which is disrupting the SaaS value proposition. Why should the enterprise SaaS consumer pay for the SaaS service if their data is resident in adjacent AWS S3 buckets? If both SaaS sellers and buyers are using the same cloud tools, automation and pay-per-transaction model offered by IaaS platforms, then why not host the “shrink-wrapped” software in the customers’ cloud? Further, serverless computing, cl...
The taxi industry never saw Uber coming. Startups are a threat to incumbents like never before, and a major enabler for startups is that they are instantly “cloud ready.” If innovation moves at the pace of IT, then your company is in trouble. Why? Because your data center will not keep up with frenetic pace AWS, Microsoft and Google are rolling out new capabilities. In his session at 20th Cloud Expo, Don Browning, VP of Cloud Architecture at Turner, posited that disruption is inevitable for comp...