|
FOR IMMEDIATE RELEASE Astute Solutions Partners with Unveil Technologies to Deliver Agent-Integrated Conversational Self Service Solutions to Contact Centers Customer Service PlatformCOLUMBUS, Ohio, May 3, 2004 – Astute Solutions, a leading provider of customer interaction solutions, and Unveil Technologies, a provider of conversational speech self-service applications for contact centers, today announced a strategic partnership that will accelerate the implementation of voice-based, self-service strategies that use "virtual agents" to improve a customer’s self-service experience and optimize live agent productivity. "Self-service can be an effective strategy for enhancing customer satisfaction and contact center efficiency when it empowers, rather than frustrates, customers," said Joseph M. Sanda, president and chief executive officer of Astute Solutions. "This partnership extends our self-service offerings beyond our current Web-based and IVR solutions to include conversational self-service, which is one of the most exciting technologies to come to the contact center in recent years." Through the partnership, Astute will offer Unveil’s Conversation Manager™ as a stand-alone solution and in conjunction with its own PowerCenter™ suite of customer interaction solutions, to provide a complete customer service solution to organizations seeking to use their contact centers to improve customer satisfaction and increase retention. Unveil’s Conversation Manager enables enterprise contact centers to reduce costs while maintaining high quality customer service. It does this by blending technology and agents in a collaborative relationship to increase agent efficiency and improve system performance. Conversation Manager enables contact centers to deploy "virtual" or software-based customer service agents. Combining the knowledge of virtual agents with the expertise of live agents enhances the customer’s experience. This technology complements Astute’s suite of solutions, which integrate communications across multiple channels (phone, e-mail, fax, chat and mail), enhance customer data collection and reporting, and speed issue resolution through database integration and knowledge management. "This partnership brings together two powerful technologies for enhanced contact center operations — Astute’s PowerCenter and our Conversation Manager," said Peter Durlach, president of Unveil Technologies. "Together, they combine the convenience, efficiency and capacity of virtual self-service agents with the knowledge and support of live agents to provide a comprehensive solution that optimizes the value of customer interactions." "We’re excited about this partnership because Conversation Manager enhances the productivity of inbound call center agents by providing intelligent "secret service" to produce an attractive return on investment," said Geoffrey Bibo, vice president of business development for Astute Solutions. "The ability to make fast, smooth transitions between the virtual agent and a live agent increases first call resolution, eliminates customer frustration with complicated IVR menus and enhances the value of live agents." About Astute Solutions |
 | |||||||||
|
|||||||||
|
|
|||||||||