Eptica has acquired multilingual semantic search engine and “sentiment analysis” software developer Lingway.
The provider of multi channel customer interaction software said that the move will strengthen its portfolio and allow organisations to improve their customers’ experience.
Eptica lets organisations create a “customer experience” by delivering the answers customers want on the channel of their choice (phone, email, web, chat, social media, and mobile).
As it claims to record the complete multichannel history of every customer contact, whether through Facebook, email, chat or Tweets, it says it can give companies the benefit of improved customer management, reporting and insight.
To do this, Eptica uses a self learning knowledgebase and enterprise class workflow engine, which can be deployed on-premise or as Software as a Service (SaaS).
Lingway’s natural language search and sentiment analysis technology is said to add to the company’s offering by allowing an advanced content analysis, extraction and automated classification of data from any document source. This is said to enable 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.
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