Astute Solutions

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.

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.

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. [cite web
title = Astute Solutions website
url=http://www.astutesolutions.com
accessdate = 2008-01-20]

Press coverage

The company and its solutions have recently been recognized by industry analysts Gartner Group [Citation
first = M.
last = Maoz
title = Magic Quadrant for CRM Customer Service Contact Centers, 2007
publisher = Gartner Group
date = 2007-03-06
year = 2007] and AberdeenGroup [Citation
first = A.
last = Hubbard
title = The Intelligent Contact Center: Increasing Multi-Channel Visibility
publisher = AberdeenGroup
date = 2007-07-14
year = 2007] , and by publications including Software Magazine [cite web
title = Software Magazine Software 500
work =
publisher = Software Magazine
date = 2008-01-24
url = http://www.softwaremag.com
format =
doi =
accessdate = 2008-01-24] , Inc. Magazine [cite web
title = Inc 5000
work =
publisher = Inc. Magazine
date = 2007-08-20
url = http://www.inc.com/inc5000
format =
doi =
accessdate = 2007-08-20] , KMWorld [cite web
last = McKellar
first = H.
title = 100 Companies That Matter in Knowledge Management 2008
work =
publisher = KMWorld
date = 2008-02-29
url = http://www.kmworld.com/Articles/Editorial/Feature/KMWorld-100-Companies-That-Matter-in-Knowledge-Management-2008-41029.aspx
format =
doi =
accessdate = 2008-02-29] , 1to1 Magazine [cite web
last = Conlon
first = G.
title = 1to1 Impact Award>Technology Optimization>Customer Service>Bath and Body Works: 360 degrees is the best view into the customer
work =
publisher = 1to1 Magazine
date = 2007-01-15
url = http://www.astutesolutions.com/downloads/bathAndBodyWorksCaseStudy.pdf
format =
doi =
accessdate = 2007-01-15] , CRM Magazine [cite web
last = Ryan
first = Davis
title = 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.
work =
publisher = DestinationCRM
date = 2008-01-24
url = http://www.destinationcrm.com/articles/default.asp?ArticleID=7535
format =
doi =
accessdate = 2008-01-24] , and Customer Inter@action Solutions [cite web
last = Schelmetic
first = T.
title = http://www.tmcnet.com/call-center/0207/cis-contact-center-technology-part2-0207.htm
work =
publisher = Customer Inter@ction Solutions
date = 2007-02-01
url = http://www.destinationcrm.com/articles/default.asp?ArticleID=7535
format =
doi =
accessdate = 2007-02-01] .

Customers

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

Notes and references