CRM and Contact Center Solutions for Outsourcers

Transcription

1 CRM and Contact Center Solutions for Outsourcers Performance-Driven Solutions for Contact Center Outsourcing Companies Reduce costs while elevating client satisfaction to increase retention Reduce agent training costs, streamline ramp-up and decrease turnover by equipping representative to thrive Leverage remote/home-based agents to enhance service quality and cut costs Drive revenues for client companies through well-timed offers, targeted messaging and successful cross-sell/ up-sell efforts Create business value for client companies through actionable insight reporting and real-time analytics Respond to clients changing needs with agility As a contact center outsourcing company, your goals are continuous. Gain efficiency. Elevate service levels, not costs. Deliver differentiating customer experiences that increase satisfaction and top-line growth. Mitigate risks and manage clients changing needs with agility. Give them a compelling reason not to go to RFP. In your fiercely competitive industry, proving value is everything. Your contracts are at risk from the moment you sign. The operational challenges that brought companies to your door are yours to manage and contain...on a large scale. You must be able to cost-effectively deliver multi-channel services to tenants across numerous industries and enterprises without compromising the end product: a great service experience. Empowered consumers want to interact with your client companies on their terms through their channel of choice Web self-service, social media, mobile, , text, chat, or phone. Regardless of how they choose to contact you, they expect fast, effective and personalized service, every time. page 1

2 Taking Care of Business Opportunity abounds for contact center outsourcing companies equipped to deliver business value and drive customer satisfaction. A recent survey by Hewitt Associates finds 82 percent of the companies surveyed have achieved benefits from outsourcing, 62 percent of respondents who outsourced for financial reasons met their cost-saving objectives and 34 percent of respondents say they re more likely to outsource than they were just two years ago. Astute Solutions provides you with the technological capabilities, operational efficiency and licensing flexibility needed to deliver outstanding service to clients, and outstanding service proposals to prospects. And they will not hesitate to share their experiences with your clients brands with the world in social communities where other customers and prospects are listening. You are challenged to meet these demands with your current capabilities. But new technologies add cost and complexity you cannot afford. Margins are already thin. On-boarding and system administration expenditures must remain low, but perception of your value must continue to increase. How do you deliver best-in-class services under these constraints? We can help. We understand your performance pressures and operational demands. This is why outsourcers like 24/7 Intouch, Telerx, Affina, and VIP Desk along with over 450 of the world s top consumer brands rely on our solutions to deliver worldclass service and attain contract longevity. We can help you achieve these goals. Our solutions enable you to: Maximize operational efficiency and reduce expenses by creating a framework for best-in-class services Deliver differentiating service experiences across all communications channels while expanding your offerings Protect your client companies Increase the value of your services while increasing your margins Respond to clients changing needs with agility Reduce technical complexity and lower you cost of ownership Here s how we equip you to deliver world-class service and attain contract longevity. page 2

3 Maximize operational efficiency and reduce expenses by creating a framework for best-in-class services It doesn t take much. A single inefficient process quickly impacts the flow of your contact center operations. Customer hold times increase. Issue resolution time frames become excessive. Your labor costs spike, while the success rate of recovery efforts drops off. Before long, customer dissatisfaction and rising expenses hit your bottom line and put your contracts at risk. In the contact center, epowercenter enables your agents to manage all customer interactions and information through a single, powerful system. They are equipped to respond to inquiries with answers in real time regardless of whether a customer reaches out via phone, chat, smart phone, text, , or web form. With our solutions, you cut costs and maximize operational efficiency by greatly improving the management, flow and access of information to drive best-in-class service. They enable you to: Manage, view and access all customer interactions and data through a single, intuitive application Streamline data capture through shortcuts, intelligence and automation Reduce handling and idle time with advanced communications capabilities Reduce escalations, hold times and transfers by providing agents with finger-tip access to answers Address a full range of issues, faster, through highly-effective self-service options Leverage automation to reduce agent workload, improve call handling time, and optimize the workforce Minimize financial losses due to goodwill abuse, fraudulent claims and penalties Fine-tune efficiency through extensive reporting and recording These gains are achieved through the capabilities detailed below. Providing streamlined access to multiple sources of customer information from multiple clients. Our epowercenter customer relationship management solution enables you to support unlimited business units and/or companies through one application. It greatly simplifies consumer interactions. Through a single, easyto-use interface, it provides your agents immediate access to company-specific, inquiry-relevant data like the customer s contact details and case history before the interaction even begins. Your agents are no longer taxed with launching and navigating multiple applications (equipment, repair, ordering, billing, etc.) in search of the information they need. Across all communication channels, they can instantly view or listen to valuable files attached to a consumers interaction record such as letters, faxes, s, voice mails, screen shots, and call recordings. epowercenter can even pull data from multiple back-end systems onto a common screen. page 3

4 Supporting multiple tenants, channels and user types with a single knowledge engine. You handle vast amounts of frequently changing information on different companies, brands, products, services, policies, etc. To operate indistinguishably from your client companies, this data must be immediately accessible to your contact center agents, your clients and their customers, employees, help desk representatives, and stakeholders. RealDialog provides a single knowledge management application for customer-facing and internal-facing self-service deployments. It enables you to support consumers directly in addressing phone, , mobile, social media, text, or chat interactions via Web self-service; support employees and partners via an Intranet portal; and support contact center agents. With RealDialog, your representatives and customers access install and roubleshooting guides, product and device manuals, configuration specifications, operational procedures, and much more through a single application. Automating workflow to save hours or weeks off processing time. You can automate an entire workflow in epowercenter to optimize issue resolution. It can be configured for your specific needs and those of your clients. Managers define when and how the system: Initiates screen pops Suggests surveys Presents images and documents Tracks call handling/resolution Schedules follow-ups (inbound or outbound) Transfers ownership of a case or issue to another user Escalates cases (without agent intervention) Costs remain the most prevalent factor for companies when choosing a partner. While competition has driven costs to near commodity levels, your true opportunitiy lies in the technological differences you can provide. Companies react better to those companies that provide full automation of typical outsourcing functions such as reporting and issue escalation. For you, this means choosing the right solution to allow differentiation through the following: Handle Basic request contacts: Giving your agents the means to quickly pull acount information and answer difficult questions must be part of your technology infrastructure. Handle Foreign language contacts: Developing a way to handle foreign language calls can provide an enormous competitive advantage. Not only will you have the ability to handle overflow, you can take a company s entire foreign language call load. Communicate consumer issues with your customer: Providing a way to quickly and automatically send sensitive calls to the appropriate channel will produce a beter interaction with the consumer and a more solid relationship with your customer. Provide real time, on-demand reporting: Differentiation for your company occurs when you provide your customer with access to information, in real time, when they request it. page 4

5 Using our RealDialog Agent Assist tool, your agents can enter a question verbatim as they would ask it or as the customer phrases it and quickly receive a specific and accurate response. No more drilling down through extensive knowledgebase hierarchies. No more fruitless searching through data repositories. No more concerns over inconsistent information or misaligned messages. Reducing inbound call and processing costs by effectively resolving more issues via self-service channel. Effective self-service channels dramatically reduce costs to about 50 cents per interaction as compared to averages of $5.00 per inquiry or $10.00 to $20.00 and beyond for contact center inquiries. Our integrated voice response (IVR) solution integrates with customer interaction and loyalty databases to ensure inquiries are routed and handled appropriately. Our intelligent Web self-service solution, RealDialog, enables customers to receive a high quality service experience on the Web, 24X7. It provides customers instant access to accurate information and answers for both basic and complex inquiries. RealDialog offers an exceptional accuracy rate of up to 99 percent because it truly understands language and intent, and learns automatically. It even understands synonyms, pronouns, slang, and company/product/industry specific terms. You can easily add to it to accommodate the distinct needs of each client. Because it is so successful in resolving issues online, RealDialog greatly improves adoption rates to your lower-cost channel, while building satisfaction. Our customers have reduced inbound volume by up to 80 percent. It improves issue resolution, while deflecting calls (and costs) from your contact center. In fact, it can reduce your overall interaction costs by up to 33 percent. Providing guidance to agents to minimize transfers and escalations, while reducing training costs. With our RealDialog Agent Assist, your agents have instant access to a virtual expert while serving customers. They no longer have to hunt for the precise information needed to answer customer questions. It s at their fingertips. Complex issues are resolved with ease as agents are presented with high quality, relevant resources. If RealDialog requires more information or clarification about customer s needs, it guides your agent through a conversation with the customer. They are prompted with specific questions and responses to get to the heart of the issue and its resolution. RealDialog instantly retrieves and incorporates user- and product-specific information (from epowercenter, customer databases, order and warranty systems, and more) into its responses. It even directs your agents as to how they should apply the information. This greatly reduces agent training and ramp-up time. New and tenured agents alike operate with confidence and efficiency to ensure a great customer experience at a lower cost. Reducing costs, improving performance, and increasing capabilities with an agile, IP unified communications platform. With the addition of Customer Interaction Center (CIC), you gain a unified communications system for both the contact center and the enterprise. CIC is an all-in-one, software-based unified communication platform that is specifically designed to enhance the customer experience, boost contact center efficiency and productivity, and reduce complexity. It provides tightly integrated multi-channel interaction management, telephony, and call control capabilities; and combines all of the operations of a PBX/IP-PBX, ACD, IVR, CTI middleware, fax server, and voic system in a single solution. page 5

6 CIC is priced to allow enterprises to deploy it as their total communications solution. You gain the features and capabilities of world-class contact centers at a cost that is not prohibitive. The solution helps you to: With our RealDialog self-service solutions customers have reported that it has helped them reduce their overall interaction costs by up to 33 percent and reduced their inbound volume by up to 80 percent. Boost contact center efficiency Increase first contact resolution Reduce complexity Reduce costs Adept to new or changing regulations, accounts, employees, products, and services with ease Capitalizing on a lower-cost, higher-quality remote agent workforce. In growing numbers, outsourcing companies are employing remote/home-based agents to capitalize on a higher quality labor pool and to reduce costs. Our technology seamlessly supports multiple contact center locations and remote and mobile employees. You can deploy our integrated solution with CRM, unified messaging, interaction management and business process automation functionality enterprise-wide. Deliver differentiating service experiences across all communications channels while expanding your offerings Consumers expectations continue to evolve. Better self-service. New interaction channels. Personalized experiences and offers. The list goes on. As a contact center outsourcing company, you are striving to stay in front of these needs and operate indistinguishably from client companies. We help you deliver a differentiating level of service that inspires advocacy, drives sales and creates business value for your clients. Our solutions distinctly address the three critical aspects of the customer experience, providing the framework you need to enhance service without increasing costs. Productivity, process and emotional components enable you to deliver efficient, effective and highly personalized service across all communications channels. Maintaining a continual focus on the customer. With our solutions, your agents remain focused on resolving issues and enhancing satisfaction throughout the interaction not on searching for information. Through a single interface, they can quickly access data from key information sources within and outside of the enterprise. At their fingertips, they have the precise information needed to answer customer questions, handle complex issues, and deliver high quality, relevant information to consumers via , phone, text, mobile, social media and chat. Delivering consistent, accurate and timely responses. Our RealDialog knowledge management solution removes the biggest obstacle to service excellence by providing contact center representatives and customers with access to consistent, accurate, and timely information about your clients products, services, policies, promotions, and brands. page 6

7 As a centralized knowledge source for multiple communication channels, it gives you the administrative flexibility to rapidly respond to clients changing needs. With a single click, you can rapidly disseminate updates on product/ service issues, discounts/promotions, policy changes, or recall information to agents and self-service channels. You help client companies increase transparency, adding to the impact of your services. Delivering unexpected value during and after the customer interactions. epowercenter presents agents with a comprehensive view of the customer s interaction history across all channels. This enables your agent to recognize and understand the customer right away. The interaction begins with a quick verification of their information and acknowledgement of their relationship with the client company, and immediately progresses to their issues and needs. Customers like the confirmation that they are remembered and appreciated. Throughout the interaction, agents have instant access to helpful, contextual information such as scripted answers, graphic images, and full multimedia files to deliver rich and compelling interactions. Meeting the demand for effective, personalized self-service and new channels. Ineffective self-service is a major source of pain for customers. Why not extend a better solution as part of your managed service offerings? With RealDialog Self-Service, you provide your clients customers personalized service experiences on the Web, 24X7, with an unmatched level of quality. You also establish a framework for adding and effectively supporting new channels like social media and mobile. RealDialog aligns the customer experience with their needs and behaviors. It acts as a virtual assistant on your website. Through a simple text/chat-type interface, customers can ask questions the way they prefer in their natural language. The solution quickly delivers the answers and information your customers need hassle free. When appropriate, RealDialog engages visitors in a conversation to better understand their needs, improve accuracy, and personalize responses by leveraging data from other systems. With its interactive dialog capability and exceptionally high accuracy rate of up to 99 percent (versus the percent range of other solutions), RealDialog addresses questions and resolves issues with unmatched precision, leading to a very satisfying customer experience. Delivering a quality IVR experience. For phone-based self-service, we provide integrated voice response (IVR). Our intelligent IVR solution leverages information in epowercenter, your customer loyalty databases, and more to personalize interactions and ensure proper call handling and routing. page 7

8 Escalating between channels...seamlessly. In some instances, escalation is unavoidable. A question cannot be answered effectively without agent or expert assistance. Our solutions enable seamless escalation in the contact center and online. All relevant details are passed along to the receiving representative, including those collected during self-service, mobile and social media inquiries. The interaction picks up precisely where it left off. Customers are spared the annoyance of repeating their information and issue details. Extending the convenience of a single stop experience, while driving sales. With the addition of our fully-integrated order entry solution, all of your agents can deliver superior service and generate revenue. They can view a customer s complete order and service interaction history, manage cases, resolve issues, enter and track orders, cross-sell and up-sell, and more all within a single application. Customers can place orders and have their issues resolved without being transferred to other departments. They also can access their order status through self-service. This increases satisfaction by minimizing customer wait time and reducing agent call volume. Protect your client companies Our solutions help you protect your clients by identifying problems and issues early on that could lead to undesirable publicity, uncontainable costs, and lawsuits among other adverse outcomes. Facilitating successful recovery efforts. The financial impact of losing customers is enormous for both you and your client companies. Yet, one of the biggest gripes about customer service is that companies do not empower their agents to fully resolve issues and situation. With epowercenter, your representatives are equipped to extend goodwill and issue cash and non-cash compensation on the spot, as appropriate. You work with clients to define compensation offers along with follow-up letter/ content for each type of situation. These follow-up actions can be communicated directly to your clients quality assurance departments, keeping them in the information loop. Successful recovery efforts reduce customer defection, while significantly increasing post-service failure satisfaction levels, purchase intent, and positive word-of-mouth. epowercenter generates alerts and proactive notifications based on business rules/pre-defined criteria. When incoming complaints match the specific issue alert threshold that has been established by you and/or the client, the system sends notifications to alert specified decision makers such as those in quality assurance and legal departments. It ensures that key individuals are informed and involved in high priority cases and issues, right away. These individuals can then drill down into the details to identify the root cause of issues, make informed decisions, and resolve problems before they escalate to an uncontrollable level. page 8

9 Increase the value of your services, while increasing your margins Through real-time capture of customer feedback across all communication channels, our solutions provide a clear view of customer insights that can be presented to your clients and used to improve the buying experience, enhance marketing messages, better target advertising campaigns, and more. As a contact center outsourcing company, you are continually looking for ways to increase service levels without raising costs. We give you the capabilities, functionality and operational efficiency needed to create business value for your client companies while increasing profitability. Proactively responding to customers wants and needs. With our solutions, you can collect, analyze and distribute real time interaction insights across the enterprise, increasing clients awareness of their customers needs, wants and critical issues. You proactively build value into your services and processes, keep in front of customer expectations, and enhance satisfaction by meeting the wants and needs of clients customers. You can also proactively broadcast communications to consumers through epowercenter. Reach large or very specific customer groups to reinforce their value to the respective client company. When proactively contacted about issues that are important to them, customers feel highly appreciated. You boost satisfaction ratings for your clients. Generating revenues for client companies. Our solutions enable you to differentiate your services by providing up-sell and cross-sell messages in service responses, you can offer targeted, direcct marketing, direct response, and incentive-based communications across multiple channels. Our RealDialog solution helps your agents increase revenues by resolving the issue at hand and serving up a ready-to-deliver offer based on what transpired during the interaction. These capabilities dramatically improve revenue-generation effectiveness in the contact center. You gain a means to easily increase sales efforts for client companies even those with expansive offerings that would otherwise be impossible to manage/memorize. Your client companies benefit from an up-sell or add-on sales improvement of 25 to 50 percent. Providing actionable customer insights to clients. The ability to gather unbiased, unfiltered customer feedback during service interactions is invaluable. Our epowercenter and RealDialog solutions collect, gather, and organize customer insights from assisted and self-service channels. With the ability to easily generate reports, you can enhance the knowledgebase with your insights about client problem areas or sales opportunities. Additionally, this information can help your clients build better products and services, foster end-consumer relationships, and achieve higher profits Astute Solutions. All rights reserved. page 9

10 Cost-efficient on-boarding. We provide our outsourcing partners with the technological capabilities and licensing flexibility they need to deliver outstanding service proposals and control start-up costs. Our RealDialog Agent Assist solution significantly reduces the time and costs associated with agent training and ramp-up. For example, Bath & Body Works reduced seasonal training time by 50 percent with this technology. We offer numerous pricing programs that enable you to meet your budgetary requirements. You are no longer limited to the options of incurring costs or passing them through to your customer. Per-agent-hour software billing reduces or eliminates the up-front software costs typically incurred during a contractual ramp-up period. As billed hours increase, the per-agent-hour cost decreases. Perpetual licenses and monthly pricing models are also available. Maximize human resources and control labor costs. Contact center outsourcing companies leverage our technologiesto get the most out of their existing resources. Our RealDialog Agent Assist solution coupled with the streamlined workflow and rapid data capture features of our case management tool helps minimize the number of dedicated agents and supervisors needed, so you can fit service cost projections into existing budgets. Streamlining costs and simplifying administration. Our solutions enable you to support numerous business units and clients while separately maintaining each from administration, configuration, and security perspectives. Consequently, your agents can handle incoming calls for any/all of your client companies through a single application, and your administrators can manage numerous clients within a single solution suite. You have the flexibility to configure unique business rules, supported languages, routing, workflow, product databases, and company hierarchies for each of your clients. Our RealDialog solution enables non-technical business users to create and update its knowledge base. Because it can deliver or point to any type of existing enterprise/ client content that is relevant to enhanding the response such as Word documents, PDFs, Web pages, sound and video files, customer data, and more. Content remains in its native location. Our Customer Interaction Center (CIC) solution offers one system, with a single point of administration, to do everything from setting up IVR applications and automating satisfaction surveys to configuring routing rules for incoming calls, s and chats. Capitalizing on clients existing enterprise content. RealDialog helps you capitalize on your clients existing enterprise content and information assets, so you are not burdened with recreating it in a separate knowledgebase. You can quickly import and expand your content base using a simple Excel spreadsheet format that contains questions, answers and source links. In addition, RealDialog learns from existing Web pages, documentation and enterprise content through automated scripts taht extract and reformat the data into the Excel spreadsheet format for importing. This reduces your overall start-up time and costs, while shortening time-to-benefit. page 10

11 Respond to clients changing needs with agility Our solutiosn are highly flexible and configurable without expensive customization giving you the ability to accommodate your clients unique and everchanging needs surrounding products, services, policies, promotions, and processes. Configurations are typically completed with point and click tools, no programming is required. With multi-tenant capabilities, epowercenter supports numerous brands and business units within a single application, while keeping their data and reports separate and secure. And as your contact centers and customers expand internationally, our solutions will support multiple languages. With maintenance access, an administrator can tailor epowercenter s user interface without custom programming or scripting. They can configure and define the presence and order of data fields. Defaults and rules (such as data type, valid values, situational manadatory, event-triggered suggested values, etc.) are easily defined along with the reason code hierarchies, reports and more. In addition, they can easily modify product and issue details, add knowledge base entries, modify end-user interfaces, set up customized workflows/actions/alerts, create and modify letter/ templates, and generate an endless variety of hierarchical reports. Furthermore, our solutions can coexist with a wide variety of contact center technologies, and can leverage internal and external databases such as your clients product databases, loyalty card systems, ordering systems, and more. And as a centralized knowledge source for multiple communication channels, RealDialog enables you to respond to clients changing needs by rapidly disseminating updates to all service representatives and self-service channels. This greatly simplifies the overall system deployment and management. When information changes, non-technical business users make revisions within a central location. No programming or complicated scripting required just text and HTML. With RealDialog s self-learning capabilities, adminstrators can make targeted and intelligent knowledgebase updates with minimal effort. RealDialog enables administrators to systematically request and leverage input form subject matter experts across the organization and across client organizations to address real customer questions. Marketers and administrators can add, modify, and tailor responses, content, and dialogs for multiple touch points. This reduces the amount of time administrators spend hunting down the answers and information customers are requesting. The attributes of our solutions provide you the agility to navigate a highly competitive and ever-changing marketplace, while keeping pace with your customers needs. page 11

12 Reduce technical complexity and lower the cost of ownership Through comprehensive functionality, cost-effective deployments and low maintenance costs, our solutions offer exceptionally low total cost of ownership. They enable you to reduce complexity and enhance your overall capabilities. Simplifying integration for better customer interactions. epowercenter s open architecture integrates easily with a wide variety of systems across client enterprises and your own. Standard utilities, connectors, integration points, and import/export tools are avilable to perform the linkages you require. The epowercenter interface provides real-time access to relevant customer data from other systems such as sales, marketing, loyalty, finance, and order data. Its services layer relies upon microsoft Windows Server Technology, utilizing.net technology, so integration into any environment is simple. epowercenter s data is stored in an open database either Microsoft SQL Server or Oracle and can be queried/retrieved using native or third-party tools. It does not require the use of third-party middleware. Providing seamless access to an array of data sources. Through easy integration with a wide variety of applications and data sources, RealDialog seamlessly delivers the right information and answers to the right users regardless of where the information resides. It retrieves or points to any type of existing enterprise content that contains the correct response to an inquiry. This includes Word documents, PDFs, Web pages, sound and video files, and customer data. Our easy-to-use Web interface lessens the burden on IT and reduces end-user training time. Centralizing knowledge and resource access for multiple user types and communication channels. RealDialog provides a single knowledge management application for customer-facing and internal-facing self-service deployments, greatly simplifying overall system deployment and management for IT personnel. When information changes, modifications are easily made in this central location. When a data sourchanges in another system, administrators simply re-point the RealDialog database to the new source. Reducing costs and complexity with all-in-one communications platform. Our CIC unified communications system replaces multi-point legacy systems and reduces the complexity associated with computer telephony integration (CTI). It combines multichannel automatic call distribution (ACD) functionality with IP telephone, delivers intelligent contact routing, IVR, network-to-desktop CTI, and multichannel contact management over an IP infrastructure. In addition, CIC eliminates costly voice boards and multiple points of failure. Disaster recovery and multi-site location independence are inherent. Having an all-in-one communications solution with these capabilities eliminates the need to deploy and maintain proprietary, siloed, hardware-based technologies. the days of managing time-consuming, costly, and disruptive upgrades swiftly end. page 12

13 As a result, companies can expect to: Reduce recurring costs for software and hardware, support and facilities, and upgrades Eliminate maintenance charges (18-22 percent of purchase price) for separate IVR, ACD, PBX systems and more Reduce personnel costs one person can administer the CIC server Easily migrate to VoIP via the SIP standard Adept to new or changing regulations, accounts, employees, products, and services with ease Combined with advanced, real-time quality monitoring tools and end-to-end reporting, these elements work together in one seamless application to ensure a positive customer and administrator experience. Reducing upgrade costs by percent. When you are forced to customize solutions, the process of fixing bugs or upgrading functionality is expensive, lengthy, and risky. The labor costs alone can be 20 to 50 percent of the original manpower cost over the life of the deployment. This does not include additional annual support fees for hardware or software. Since our highly-configurable solutions do not require extensive customization, upgrading is much easier. There s no need to overhaul custom code or struggle with incompatibility as you move from one version to another. About Astute Solutions Astute Solutions delivers CRM, knowledge management, and multi-channel contact center software and services that enable companies to create significant value through customer interactions in the contact center, on the Web, and in the field. Our award-winning solutions enable you to: Build exceptional relationships with your customers through high-value, personalized interaction experiences Improve interaction efficiency and effectiveness by empowering representatives with the right information at the right time Reduce service costs and complexity Quickly identify and respond to critical issues Gain actionable insights that drive continuous improvement, profitability, and growth By partnering with us, leading companies across a variety of industries achieve exceptional ROI by reducing overall costs, improving productivity, retaining more customers, delivering market-leading products and services, and increasing revenue. Corporate Headquarters 2400 Corporate Exchange Drive Columbus, OH office toll free info@astutesolutions.com page 13

14 About Astute Solutions Astute Solutions delivers CRM, knowledge management, and multi-channel contact center software and services that enable companies to create significant value through customer interactions in the contact center, on the Web, and in the field. Our award-winning solutions enable you to: Build exceptional relationships with your customers through highvalue, personalized interaction experiences Improve interaction efficiency and effectiveness by empowering representatives with the right information at the right time Reduce service costs and complexity Quickly identify and respond to critical issues Gain actionable insights that drive continuous improvement, profitability, and growth By partnering with us, leading companies across a variety of industries achieve exceptional ROI by reducing overall costs, improving productivity, retaining more customers, delivering market-leading products and services, and increasing revenue. The Astute Solutions Difference Best-of-Breed Solutions. Our award-winning 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 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. Corporate Headquarters 2400 Corporate Exchange Drive Columbus, OH office toll free info@astutesolutions.com page 14