Combined focus to change the passenger experience by enabling better airline and airport customer services

28 February 2012, Eptica, the leading European solution for Multi channel Customer Interaction Management, today announced a major new global partnership with AirGate Solutions to help companies in the travel sector improve the passenger experience.

AirGate Solutions works with airlines and airports to develop customer engagement strategies that go beyond traditional programs, enabling them to engage with customers and change the passenger experience for the better. AirGate Solutions will add Eptica’s multi channel customer interaction software to its portfolio, enabling its customers to transform how they interact with their passengers; improving the customer experience, reducing service costs and enabling airlines and airports to deliver great service whichever channels their customers use.

Eptica already works with leading airlines such as AirAsia, who has deployed Eptica Self-service as a centralised online hub to provide fast, consistent customer service across the web, Facebook and mobile channels, 24 hours a day. Over one million enquiries per month are now being managed through the AskAirAsia system.

“As Eptica looked to duplicate our success with AirAsia we felt it important that we partnered with a company that understood the core issues of the aviation industry and could help organisations maximise the potential Eptica software could deliver,” stated Tim North Director of Global Channels and Alliances at Eptica. “Our agreement with AirGate Solutions supports our key 2012 aims of growing our partner channel and expanding our global reach, particularly in North America.”

The AirGate Solutions brand is synonymous with “Changing the Passenger Experience”. AirGate work with airlines, airport and travel companies to develop customer engagement strategies and thereby create data to understand and act on the preferences of their customers. By utilising technologies and customer engagement platforms, such as social media, we enable airlines, airports and travel companies to operate from up-to-date, accurate, and thorough customer data, adapting to shifts in customer behaviour and preferences, while improving customer services delivered and driving new revenue streams.

“Our partnership with Eptica is a perfect fit with our customer service strategy. AirGate Solutions is very focused on customer engagement, customer service and customer metrics. We expect that, together with Eptica, we will become the pre-eminent source of customer service applications for airlines and airports,” said Robert Cook, Managing Director of AirGate Solutions.

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 organisations to improve quality of service, resolve enquiries faster, reduce costs and maximize every sales opportunity. Today more than 370 customers, including some of the world’s largest brands, in 15 countries, use Eptica solutions 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 resulted in Eptica’s inclusion in Gartner’s 2011 and 2010 Magic Quadrants for Web Customer Service.

About AirGate Solutions
Changing the Passenger Experience is our core business. Connected passengers yield a rich source of data, enabling clients a unique insight of passengers as customers. The company is focused on applying these insights to afford our clients the opportunity to improve both their financial performance and the passenger experience delivered. AirGate Solutions’ portfolio of technology-based insight brands includes PEI?, Passenger Experience Index?, AeroBuzz?, AeroBuzzMetrics?, AeroBuzzNetwork? are service marks of AirGate Solutions. For more information, please visit www.airgatesolutions.com or email us at [email protected].

©2011 AirGate Solutions. All rights reserved. PEI, Passenger Experience Index, AeroBuzz, AeroBuzzMetrics, AeroBuzzNetwork are service marks of AirGate Solutions., in the U.S. and Canada and/or other countries. Other marks referenced herein are the property of their respective owners.