Astute Solutions Selected as One of KMWorld's 100 Companies
that Matter in Knowledge Management
COLUMBUS, Ohio, February 23, 2009 - Leading the charge to help consumer-focused companies differentiate through service excellence, Astute Solutions (www.astutesolutions.com) today announced that for the second consecutive year it was selected by KMWorld magazine for its listing of 100 Companies that Matter in Knowledge Management. Compiled by knowledge management practitioners, theorists, analysts, vendors, and their customers and colleagues; the annual list is in its ninth year.
"Each company embodies as part of its culture agile and limber execution of its mission, embracing a spirit of both adaptability and innovation," said Hugh McKellar, editor in chief, KMWorld.
Astute Solutions offers an array of technology solutions designed to enhance customer interactions and relationships. Its RealDialog™ solution is at the core of the company's knowledge management and self-service capabilities, and meets the urgent market challenges of increasing customer satisfaction and retention, while driving greater efficiency and reducing costs.
Through an automated conversational agent on a company's Website, Intranet or contact center application, RealDialog delivers a clear, specific and accurate answer to a customer's question–versus a long list of search results or frequently asked questions (FAQs). It interprets the meaning behind customer's questions entered in their natural language–including the use of pronouns, slang and company/product/industry specific terms–to deliver accurate responses up to 99 percent of the time.
RealDialog's conversational capabilities make it exceptionally effective at addressing and resolving a wide variety of issues. Much like a "live" agent, it engages customers in an interactive dialog to better understand their specific needs, leveraging their inputs and personal details to retrieve and incorporate specific information from customer, account, product and other data repositories into its responses. This results in a highly personalized and relevant answer/solution for the customer's specific needs/situation, a more satisfying experience, a higher rate of issue resolution via self-service, and a significant reduction in calls and emails originating from the Web.
Moreover, RealDialog offers exceptional versatility. It delivers consistent, "branded" answers and information via multiple communication channels and applications–such as phone, email, chat, and mobile applications–while capturing cross-channel, actionable "voice of the customer" insights to continuously improve the business.
Among its many applications, RealDialog is used to deliver high-touch, personalized service across agent-assisted and self-service channels for a seamless customer experience. It enables companies to realize a rapid return on investment in as few as 21 days through a variety of means, including:
- Increasing customer satisfaction, retention and positive word of mouth by creating more satisfying self-service experiences.
- Cutting email volume by up to 80% by successfully resolving more issues online.
- Increasing conversions rates and reducing website abandonment by delivering the right message to the right person at the right time.
- Helping companies identify opportunities, reduce market research time and costs, and improve marketing effectiveness through actionable "voice of the customer" insights.
- Extending RealDialog to more applications and users for widespread benefits.
- Maintaining a low cost of ownership through tools that make it easy to deploy and manage the solution.
- Empowering contact center agents to do more in less time–decreasing handle times by an average of 33%, improving first contact resolution by 35% or more, and decreasing training time and costs.
"Knowledge management innovation has created a pathway to delivering world-class service," said Astute Solutions President and CEO, Joseph Sanda. "The technology exists to greatly enhance customer interactions, while realizing enterprise-wide business advantages. The challenge today lies in understanding how to use the technology to align integrated efforts in support of a customer-centric strategy. At Astute Solutions, helping companies succeed in this area is one of our greatest strengths, so we're honored to be recognized by KMWorld and its panel of knowledge management experts."
With RealDialog, the same knowledge engine used for online customer inquiries can empower contact center agents handling phone, email and chat interactions. It provides fast access to answers and assistance in resolving issues–significantly improving the service quality, consistency and efficiency. Agents are no longer distracted by having to search for answers. They can interact with confidence–focusing exclusively on making a stronger emotional connection with the customer to take the experience to the next level.
Companies using Astute Solutions' RealDialog™ have achieved high user/customer satisfaction ratings, reduced overall interaction costs, and reduced inbound service and support contact volumes. Their employees are more satisfied and productive because they have current information at their fingertips to quickly resolve complex issues. Valuable insights captured impact all areas of the enterprise. Furthermore, distinct learning capabilities and ease of maintenance lower its total cost of ownership and make RealDialog the most cost-effective solution of its kind.
KMWorld also selected Astute Solutions' RealDialog as a "Trend-Setting Product of the Year" at the close of 2008.
About Astute Solutions
Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through service excellence. Its user-friendly ePowerCenter™ and RealDialog™ 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" insights that lead 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/realdialog.
About KMWorld
The leading information provider serving the Knowledge, Document and Content Management systems market, KMWorld informs more than 50,000 subscribers about the components and processes - and subsequent success stories - that together offer solutions for improving business performance. KMWorld is a publishing unit of Information Today, Inc.
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