AberdeenGroup Report Confirms Importance of
Implementing Multi-Channel Call Center Agents
Astute Solutions Enables Global 1000 Companies to Deliver Consistent,
Accurate and Timely Information Across Channels
COLUMBUS, Ohio, March 19, 2007 - Leading the charge to help consumer-focused businesses differentiate
through service excellence, Astute Solutions today announced its backing of the new AberdeenGroup benchmark report
entitled "The Multi-Channel Call Center Agent: Reality or Myth?" The firm's research concludes that multi-channel
support has become a competitive requirement, revealing that it is implemented within 90 percent of best-in-class
companies surveyed.
The AberdeenGroup study delves into the cost, customer and competitor factors driving the market
need for multi-channel agent: a more versatile agent who can handle multiple channels. It states that organizations
across all industries are challenged to support multiple channels (Web self-service, e-mail, chat and voice) in a
unified way. Companies surveyed for the report cite a lack of integrated data and appropriate software systems for
managing communications as major obstacles to making the multi-channel agent a reality.
"Implementing multi-channel call center agents drives significant improvements in areas like
customer satisfaction, support cost reduction and agent retention. Over 59 percent of best-in-class companies have seen
an improvement in their first call resolution rates after doing so," said Alan Hubbard, senior vice president, sales
and marketing practice, AberdeenGroup. "But it is important to note that these results are achieved through supporting
technologies such as CRM, CTI and IVR, and by resolving integration challenges."
According to AberdeenGroup, enabling multi-channel agents yields such benefits as:
- Improved service quality through a more complete snapshot of customer needs
- Reduced call waiting times, call handling times and support costs
- A better customer experience, leading to higher customer satisfaction and retention
- Higher agent retention and per-agent revenue
- Backlog elimination/reduction and greater flexibility during peak volumes
"Results speak volumes. Aberdeen found that 94 percent of companies who have integrated data across channels and
implemented supporting technologies have improved customer satisfaction. This aligns closely with our
experiences," said Astute Solutions President, Joseph Sanda. "By coupling our solutions with top-down, customer-centric
business strategies, our customers have proven that the multi-channel agent increases customer satisfaction and
opens up more revenue generating opportunities."
Astute Solutions' ePowerCenter™ and RealDialog™ ensure consistent, accurate and timely
responses across phone, email, chat and self- service channels. Consequently they have enhanced customer and
employee satisfaction, streamlined operations and improved profitability at a number of Global 1000 companies. These
solutions have been deployed for agent-assisted and automated customer service, employee and partner support, sales and
human resource applications (among others).
For a limited time, Astute Solutions is offering a complimentary copy of the full Aberdeen
report at: http://www.astutesolutions.com/realityormyth.
About Astute Solutions
Through its award-winning contact center automation, customer relationship management and knowledge management solutions, Astute Solutions enables consumer-focused companies to differentiate through service excellence. Its ePowerCenter™ and RealDialog™ solutions solve day-to-day interaction challenges and enable high quality customer experiences across all touch points. These solutions optimize operations through immediate, actionable feedback, while meeting the complex technical requirements of the enterprise. Astute Solutions’ Global 1000 customers include: McDonald’s, British Airways, Levi Strauss & Co., L’Oreal USA, Scott’s, GlaxoSmithKline, Abbott Labs, and Dunkin’ Brands. For further details, visit
www.astutesolutions.com or call (877) 769-3750.
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