Astute Solutions

From Wikipedia, the free encyclopedia

Astute Solutions is a U.S.-based software company that develops customer service and knowledge management software for consumer-focused, medium to large companies. The privately held company is headquartered in Columbus, Ohio, and has satellite offices across the U.S. and in the U.K.

Contents

[edit] Profile

Astute Solutions' software and services help companies improve the quality of their customer service interactions while gaining insight into their consumers’ needs. The company’s suite of applications includes customer relationship management, knowledge management, call center/contact center automation, and customer feedback reporting.

[edit] History

Joseph Sanda founded Astute Solutions in 1995 on the belief that customer care should be a strategic application. He and a team of developers created a call center and issue management application designed to improve the efficiency and effectiveness of customer interactions.

As the company grew, it developed applications for Web-based customer service, telephony (CTI, IP telephony, and multichannel ACD), multichannel interaction management (Web, e-mail, and chat), and customer feedback reporting. In 2006, with the acquisition of RealDialog from LiveWire Logic, Inc., it added knowledge management, conversational agent based Web self-service, and intelligent search to its offerings. [1]

[edit] Press coverage

The company and its solutions have recently been recognized by industry analysts Gartner Group [2] and AberdeenGroup[3], and by publications including Software Magazine[4], Inc. Magazine[5], KMWorld[6], 1to1 Magazine[7], CRM Magazine[8], and Customer Inter@action Solutions[9].

[edit] Customers

Its customers include British Airways, McDonald’s, Bath & Body Works, L’Oreal, Olive Garden, Levi Strauss & Co., Nationwide, GlaxoSmithKline, Scott’s, Groupe Danone, and Waterpik.

[edit] Notes and references

  1. ^ Astute Solutions website. Retrieved on 2008-01-20.
  2. ^ Maoz, M. (2007-03-06), Magic Quadrant for CRM Customer Service Contact Centers, 2007, Gartner Group 
  3. ^ Hubbard, A. (2007-07-14), The Intelligent Contact Center: Increasing Multi-Channel Visibility, AberdeenGroup 
  4. ^ Software Magazine Software 500. Software Magazine (2008-01-24). Retrieved on 2008-01-24.
  5. ^ Inc 5000. Inc. Magazine (2007-08-20). Retrieved on 2007-08-20.
  6. ^ McKellar, H. (2008-02-29). 100 Companies That Matter in Knowledge Management 2008. KMWorld. Retrieved on 2008-02-29.
  7. ^ Conlon, G. (2007-01-15). 1to1 Impact Award>Technology Optimization>Customer Service>Bath and Body Works: 360 degrees is the best view into the customer. 1to1 Magazine. Retrieved on 2007-01-15.
  8. ^ Ryan, Davis (2008-01-24). Astute Starts Speakin’ Your Language: The vendor’s new contact center search solution allows agents to enter questions in plain English, and get answers the same way.. DestinationCRM. Retrieved on 2008-01-24.
  9. ^ Schelmetic, T. (2007-02-01). http://www.tmcnet.com/call-center/0207/cis-contact-center-technology-part2-0207.htm. Customer Inter@ction Solutions. Retrieved on 2007-02-01.