COLUMBUS, Ohio, June 3, 2010 - Astute Solutions (www.astutesolutions.com) today announced the release of ePowerCenter 8.0, a customer relationship management (CRM) solution for consumer-focused contact centers. Available on-premise or through a software-as-a-service (SaaS) delivery model, the new version introduces capabilities that increase flexibility, scalability, performance, and savings.
The ePowerCenter solution provides the framework for delivering superior multi-channel service. It enables high-touch, high-quality interactions, while delivering actionable insights in real time for greater responsiveness to customer' wants and needs. The solution provides advanced workflow and automation to drive efficiency, reduce operational expenditures and increase agent satisfaction. It addresses the front- and back-end challenges that prevent organizations from creating and executing a sound customer experience strategy.
Through ePowerCenter's intuitive and flexible interface, contact center agents can easily view, manage and process customer inquiries across all channels (phone, e-mail, fax, mail, survey response, chat, or web). They are prompted with valuable consumer and issue information from multiple sources, which aids in personalizing service, streamlining data entry and reducing handling time. The solution features an integrated knowledge engine that actively guides agents to take appropriate actions to resolve issues.
With ePowerCenter's extensive reporting capabilities, companies easily gather, analyze and distribute actionable voice of the customer feedback across the enterprise. They can rapidly respond to needs and proactively communicate with customers, extending the value of great service beyond the initial interaction. And with the ability to generate a wide variety of reports—on-demand or automatically-companies can identify trends and opportunities; continually improve products, processes and services; and protect their brand(s).
The new features in ePowerCenter 8.0 automate and improve cost- and resource-intensive processes at mid-sized and large enterprises. These include:
Hosted surveying capabilities from the desktop — By adding this new service to the ePowerCenter 8.0 suite, companies bypass the cost and reporting challenges of hiring third party companies to host surveys. This feature enables administrators to publish surveys and report results with tremendous depth and quality—directly from the standard ePowerCenter tools.
Address cleaning and verification — New regulations by the USPS have shortened the expiration date of address data files to just two months. This new feature enables addresses to be automatically cleaned and verified, which ensures accuracy while reducing costs, IT burden and agent frustration.
Astute Solutions also increased the scalability and performance of ePowerCenter to handle extreme volume surges related to unplanned and adverse events such as recalls. Enhancements include:
Automated fulfillment that scales on-demand — The solution rapidly scales, and can automatically generate hundreds of thousands of checks, letters and enclosures when needed.
Increase speed and performance with 64-bit processing — ePowerCenter 8.0 supports a 64-bit platform, enabling companies to provide agents with faster response times when performing daily tasks.
"As companies undergo rapid change to accommodate a new type of consumer, it has never been more critical to have an adaptable customer care solution. Without the flexibility to accommodate respective business needs, innovation can be counterintuitive," said Astute Solutions President, Joseph Sanda. "ePowerCenter 8.0 continues our tradition of increasing flexibility and automation without adding costs or complexity. It removes the obstacles to delivering differentiating service by addressing integration challenges, meeting performance demands and reducing operating expenditures."
This announcement follows the recent release of RealDialog 3.0, Astute Solutions' knowledge management and Web self-service solution. RealDialog seamlessly integrates with ePowerCenter 8.0 to enable exceptional multi-channel service experiences.
About Astute Solutions
Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through customer service excellence. Its user-friendly ePowerCenter TM and RealDialog TM solutions provide the robust capabilities companies need to deliver efficient, high-touch, and high-quality service; while ensuring consistent and accurate responses across all communication channels. Moreover, Astute’s solutions capture actionable “voice of the customer” feedback that leads to improved products, services and operations. By partnering with Astute Solutions, leading companies across a variety of industries achieve exceptional ROI by reducing overall interaction and operational costs, improving agent performance, retaining more customers, delivering market-leading products and services, and increasing revenue. For more information, visit http://www.astutesolutions.com.