Best-of-Breed Customer Relationship Management Solutions: CRM, Social CRM, Knowledge Management, Web Self-Service and Telephony
There are plenty of Customer Relationship Management (CRM) solutions on the market—many of which are actually just Customer “Management” offerings. These services are only designed to handle the basic operational needs of an inbound call center, not to build lasting customer relationships, handle social relationship management and drive enterprise-wide improvements.
When searching for a customer relationship management solution, this is a key distinction. Earning customers’ trust and loyalty in fiercely competitive markets requires sophisticated capabilities that simply are not part of your average customer service CRM offering.
We deliver best-of-breed customer experience management (CEM) solutions including Customer Relationship Management (CRM) for customer service and the contact center, Unified Communications, Knowledge Management, Social CRM and Self-Service solutions specifically designed to enable customer-centric business strategies.
Our Customer Relationship Management (CRM), Social CRM and Contact Center solutions give you the depth and breadth of capabilities needed to deliver relationship-building service online and offline. They provide advanced communication and automation capabilities that drive widespread efficiencies and reduce costs. Through these CEM solutions, you gain a clear understanding of your consumers’ and customers’ immediate needs, with the capabilities to enhance their experience at the time it matters most.
Through our extensive voice of the customer reporting capabilities, you leverage direct insights. Detailed, actionable data guides you in delivering products and services that truly meet your customers’ changing needs, wants and expectations. This is what a customer-centric strategy is all about.
Our comprehensive suite of Customer Service CRM and Social CRM solutions consists of the following:
Customer Relationship Management and Experience
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ePowerCenter dramatically improves the quality and efficiency of contact center interactions, enhances consumer relationships, reduces costs, and provides your organization powerful insight into the voice of the consumer. This contact center solution enables your agents to view, manage and process all interactions through a single, intuitive user interface.
As a CRM solution, ePowerCenter provides essential knowledge, data and tools needed to resolve complex issues and deliver high-touch service. Complex processes are streamlined.
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Astute SRM helps you close the gap between gathering social network data and strengthening customer relationships; and between gathering interaction data and strengthening your enterprise organization. This social customer relationship management solution enables you to identify relevant communications, understand the impact on your organization, engage and serve your audience proactively, and incorporate their insights into decision making across the enterprise.
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ePowerCenter Interaction seamlessly joins the advanced customer relationship management functionality of ePowerCenter with the Customer Interaction Center unified communication platform. ePowerCenter users gain a single interface with embedded controls for managing and tracking phone, fax, email, and Web-based interactions; managing and viewing status; transferring and escalating calls; and more.
They instantly receive information about the caller and case via screen pop and combined case/call transfers. The solution boosts agent and contact center performance for improved customer satisfaction, while simplifying reporting, system management and upgrades.
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ReferralCenter provides issue communication, management and tracking between ePowerCenter users in the contact center and field offices, locations and remote representatives. The solution enables closed-loop service recovery processes as well as highly-responsive service that differentiates your brand.
Knowledge Management and Self Service
RealDialog delivers exceptionally clear, accurate and effective answers, and interactive guidance for resolving issues via your company’s website, Intranet portal, CRM/contact center application, and/or other applications.
You meet the urgent need to deliver consistent, accurate and timely information across multiple channels and users, while gaining enormous efficiencies and reducing costs across a wide variety of processes. At the same time, it serves as valuable source for cross-channel insights that drive continuous improvements to your products, services and processes.
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Through a “virtual assistant” on your website, RealDialog Self-Service assists customers like an expert agent. It delivers accurate and personalized answers while effectively resolving issues. Whether visitors are on your site for service and support, research, or for purchase, this web self-service solution ensures they will have a positive and memorable experience.
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Through a “virtual expert” accessed via their CRM desktop application or Web browser, RealDialog Agent Assist provides your contact center agents with immediate, accurate and consistent answers to questions. It delivers interactive guidance for resolving issues as they interact with customers over the phone, via email, or through a chat session. New and tenured agents alike handle contacts and resolve issues more quickly—at a higher level of quality. Your service costs sharply decline.
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Through a “virtual assistant” on your corporate Intranet and/or secure website portal, RealDialog Portal Assist provides your employees and partners with direct answers, documents, interactive guidance, and real-time data from a wide variety of sources. They receive the precise information they need to answer questions, follow best practices and procedures, assist customers, solve problems, and take appropriate action. Productivity sharply rises while training and support costs decline.
Contact Center and IP Communications
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Customer Interaction Center provides extensive multi-channel interaction management, call control, telephony, intelligent routing and queuing, workforce management, automation capabilities, and more. It unifies the operations of PBX/IP-PBX, ACD, IVR, CTI middleware, fax server, and voicemail systems—all within a single, software-based communications platform.
With these unified communications solutions, you’ll gain extensive capabilities that enhance the customer experience, boost efficiency and productivity, and reduce costs and technological complexity.
Discover the Astute Solutions Difference
- Best-of-Breed Solutions. Our award-winning customer relationship management solutions blend advanced features that enable high-touch, high quality experiences—online and offline—with communication and automation capabilities that improve efficiency and reduce costs.
- Exceptional One-to-One Interaction Experiences. We have spent more than a decade perfecting solutions for building, managing and enhancing relationships through one-to-one interactions between your service representatives and customers.
- Specific, Actionable and Strategic Insights. Our customer relationship management solutions enable the effective capture, distribution and use of information and feedback—transforming our customers’ contact centers into strategic enterprise assets.
- Built for Flexibility. Flexibility and adaptability have long been trademarks of Astute Solutions’ people, processes and products. We have always embraced tools, technologies and architectures that enable us to seamlessly integrate our solutions into our customers’ existing technical environments.
- Extensive Industry Knowledge. We offer extensive expertise across multiple vertical industry segments, which helps us ensure a successful implementation for your company. You gain organization-wide process improvements based on best practices.
- Exceptional Value. As your needs change, you do not have to worry about investing in significant upgrades or complex customizations. We grow with you. Our comprehensive solutions are highly scalable, and offer a low total cost of ownership.
