Astute Solutions’ RealDialog™ Powers Gartner and 1to1 Award Winner for Customer Service Optimization
COLUMBUS, Ohio-(Business Wire)-September 28, 2009 - Leading the charge to help consumer-focused companies differentiate through service excellence, Astute Solutions (www.astutesolutions.com) today announced that its RealDialog™ Agent Assist solution was the foundation for the Gartner and 1to1 magazine bronze award in the “Service Optimization” category. It was issued for excellence in customer service and support enabled by technology during a ceremony at the Gartner Customer Relationship Management Summit in Scottsdale, Ariz.
Honoring exceptional achievements implementing customer-focused strategies that significantly improve business performance, 1to1 award winners were selected by panel of judges that included Gartner analysts and other industry experts. Having a tremendous impact on the service experience, Astute Solutions’ RealDialog Agent Assist delivered compelling results in the award-winning company’s contact center, including:
- 86% reduction in hold times
- 33% reduction in average handle time
- 49 percent fewer escalations
At the heart of RealDialog’s success is a powerful knowledge engine. It is exceptionally effective at addressing and resolving a wide variety of issues via self-service and in the contact center. RealDialog understands and processes natural language, so it can interpret the meaning behind users’ questions. As a result it delivers highly specific responses up to 99 percent of the time.
With RealDialog integrated within the contact center‘s CRM application, associates can enter a customer’s question, verbatim—or right-click on a question submitted via email—and instantly receive a response in the form of a specific answer, paragraph within a document, and/or file (sound, video, Web page, or document). When needed, RealDialog guides associates through a conversation with the customer, prompting them with specific questions and responses to get to the heart of the issue and its resolution.
RealDialog’s ability to deliver a wide-range a company-approved answers and content eliminates the guesswork for associates, enhances the brand, and ensures consistent responses to customers. They are empowered with the information and guidance needed to rapidly resolve issues and deliver accurate responses—even to complex questions. Its ease-of-use enables associates to maintain a continual focus on extending superior, personalized service to the customer. Tenured and seasonal employees alike interact with confidence.
The value of RealDialog has only increased since deployment. It learns from end-user input, while its reporting capabilities specify where there are knowledge gaps and areas for improvement. If an answer was not available, the company can quickly close the gap—for good—by adding the appropriate response. Because RealDialog’s knowledge base content can be authored by non-technical business users—including contact center agents, product managers, and marketers—end users receive the most current information available.
This announcement follows the formal presentation of CRM magazine’s 2009 Service Elite Award at the CRM Evolution 2009 event in New York last month. The award was issued to Bath & Body Works for its success in delivering exceptional customer experiences and business results through its use of technology. Award recipients were determined through an extensive three-month process and proprietary rating formula that involved industry analysts, financial and corporate information, product and functionality assessments, and scores reflecting customer satisfaction.
“Serving as a true technology partner is a critical component of our value promise that helps organizations fully realize the enterprise-wide impact of our products,” said Astute Solutions President, Joseph Sanda. “Seeing Bath & Body Works earn recognition by the industry’s most respected analysts, thought leaders and publications is a tremendous honor that reinforces our priorities and the strength of our customer relationships. We applaud their vision, commitment and success.”
Astute Solutions’ ePowerCenter™ customer interaction and relationship management solution and RealDialog™ knowledge management, Web self-service and virtual assistant solutions are utilized in customer-centric web and contact center applications around the world. For more information, visit www.astutesolutions.com.
About Astute Solutions
Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through service excellence. Its user-friendly ePowerCenterTM and RealDialogTM 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.
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