57.5% of all shoppers use the omnichannel service, but only 31.6% describe it as being a smooth process, according to a new report.
Best-in-Class Customer Care Solutions Optimized for Rapid ROI in an Outsourced Environment
TORONTO and COLUMBUS, Ohio, May 11, 2010 - 24-7 INtouch, an award-winning contact center outsourcer, and Astute Solutions, a provider of consumer-focused CRM, contact center and knowledge management solutions, today announced that they have entered into a strategic technology partnership. Under the terms of the agreement, the companies will leverage 24-7 INtouch's dedicated service delivery model to maximize the cost and performance advantages of Astute Solutions' ePowerCenter™ and RealDialog™.
Through the new partnership, the companies are extending a full suite of best-in-class customer care services to joint client companies, including solutions for voice, chat, email and self-service channels. 24-7 INtouch is selecting and training agents to become "Astute Solutions certified." These professionals will be adept at using Astute Solutions' technologies to deliver high-quality, personalized and efficient service. Certified agents will be equipped to operate indistinguishably from enterprise client companies.
Together, 24-7 INtouch and Astute Solutions are developing client-specific knowledge bases to ensure accurate and branded responses across all customer-facing channels. In addition, they will provide client companies actionable customer insights to identify trends, capitalize on opportunities and meet customers' changing demands.
"We are continually seeking ways to increase the value of our services—both for the companies we represent and for their customers," said Greg Fettes, president and CEO of 24-7 INtouch. "Our partnership with Astute Solutions enables us to offer full-cycle contact center management support. The company is providing us with advanced CRM, knowledge management and self-service capabilities. This gives us the flexibility to help our clients stay on top of consumers' ever-changing demands, while achieving a rapid return on investment."
"Our objectives are ideally aligned with those of 24-7 INtouch. The company understands that building quality relationships, increasing efficiency and driving innovation must be concurrent efforts," said Astute Solutions President, Joseph Sanda. "Together, our solutions will expand the outsourcing value proposition by enabling superior service experiences while reducing costs and complexity for our customers."
The companies will overview details of their partnership at the Astute Solutions Customer Conference 2010. The event will take place May 16-19 in Las Vegas. Information is available at www.astutesolutions.com/cc2010/.
About 24-7 INtouch
24-7 INtouch (www.24-7intouch.com) is a leading contact center outsourcing company that delivers innovative and value-driven outsourcing solutions via voice, live chat and email, across all industry segments. Using the most advanced technology in the industry and Certified Sales and Customer Service Representatives, the multi-channel approach taken by 24-7 INtouch addresses both long and short-term goals to reduce costs, increase incremental revenue and deliver lifetime customer loyalty. The company operates under two service delivery models, Shared and Dedicated, which cater to the specific needs of each client with scalable and customized solutions. The 24-7 INtouch team is aligned to act as brand specialists, representing their client's brand, culture and employees in each business partnership.
About Astute Solutions
Through award-winning customer interaction and relationship management solutions, Astute Solutions enables companies to differentiate through customer service excellence. Its user-friendly ePowerCenter TM and RealDialog TM 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” feedback that leads 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.
Astute SolutionsLinda Pittlpitt@LP3communications.com859.291.1005
24-7 INtouchJay UrbiztandoMarketing Manager email@example.com