Solutions to be Showcased at the Call Center Demo & Conference Orlando
May 11-12, 2005 , Booth E10

COLUMBUS , Ohio ( April 29, 2005 ) – Whether the term is “Globalization”, “Globalisation” , or
“Globalisierung”, its meaning is significant to contact center managers worldwide. To them it means addressing multiple contact centers and time zones; disparate systems and databases; high volumes of multi-channel, multilingual interactions; training and staffing challenges; quality and performance issues; and ever-increasing, ever-changing consumer expectations.

With all of these factors involved, delivering efficient, high-quality, multi-channel customer service on an international scale is daunting. With Astute’s new release of its core contact center software, however, contact center managers can tackle this challenge head-on with confidence.

Global Customers, Global-Ready Solutions
Currently, over 300 of the world’s top consumer brands across nearly all vertical industries leverage the capabilities of PowerCenter and ePowerCenter—Astute Solutions’ core software—to resolve issues and build a loyal base of customers. Its users span contact centers in 28 countries and hundreds of locations, where it facilitates millions of contact center interactions each year.

The PowerCenter and ePowerCenter contact center solutions were developed with globalization in mind. The core functionality provides all on-site and remote agents a robust, multi-channel contact management solution with instant access to a unified repository of comprehensive consumer, product, and company information. It also provides customizable, web-based reporting for enterprise-wide visibility into consumer issues and feedback.

Key New Features
The new release (Version 6.2) will significantly enhance a company’s ability to deliver high-quality service to consumers worldwide with its “Language of the Agent” and “Language of the Caller” features. It offers complete translatability of ePowerCenter to extend the software’s capabilities to non-English speaking agents and global contact centers. It also offers advanced features to facilitate data capture and rapid issue resolution with non-English speaking customers.

Astute’s software is known for being exceptionally user-friendly, configurable, and scalable, and the new release is even more so. Contact center users and administrators will enjoy even greater flexibility, faster deployment, and ease-of-use with Version 6.2’s unified, browser-based tool for installing, upgrading, and administering all Astute Solutions products.

Benefits
While B2C companies with geographically-dispersed contact centers or work-at-home agents benefit substantially from this functionality, all of Astute’s customers benefit from more efficient, effective, and consistent interactions, better management decisions, and more satisfied, loyal customers.

Availability
The 6.2 release of PowerCenter and ePowerCenter is available now. For more information please visit our website at www.astutesolutions.com/newrelease or contact us at 877.759.3750 ext. 6184 or (614) 508-6184.

About Astute Solutions
Astute Solutions®, is a leading provider of B2C (business-to-consumer) contact center and consumer interaction solutions. Astute's customer care solutions integrate multiple communications channels and provide powerful data and reporting collection capabilities to help organizations resolve issues quickly, provide high levels of service, and provide valuable data to the organization. With Astute, organizations have a complete view of their customers, empowering them to improve relationships and increase retention.

Astute Solutions’ current customers include: McDonald’s, British Airways, Levi Strauss & Co, L’Oreal USA, Scott’s, GlaxoSmithKline, Neutrogena, Abbott Labs, Alberto-Culver, Dominos, Black and Decker, Sara Lee Branded Apparel, Georgia Pacific, Olive Garden (Darden Restaurants), Dunkin Brands, The Toro Company, Burger King, The Kroger Company, and many more of the world’s leading brands. With their customers’ positive reviews, Astute was awarded the Annual Users Choice Award for the last four consecutive years.