American Customer Value Leadership Award for Knowledge Management in Contact Centers

Astute, Inc., a leading customer engagement and Voice of the Customer (“VoC”) platform, has received a Frost & Sullivan best practices award for providing knowledge management capabilities that enhance every touchpoint of the customer journey. Astute Knowledge can be used by customers for self-service, and by agents looking for answers in the CRM case management interface. The same knowledge base is at the source, no matter who is using it, which allows for easier maintenance and better accuracy.

Companies’ products, policies, and promotions are ever-changing, which can make it hard to get accurate, specific answers to questions. Astute’s knowledge base solution integrates directly within the agent interface to ensure agents always have access to the most up-to-date information as they work to resolve customer questions and issues.

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“We are honored to be recognized by Frost & Sullivan for our knowledge management tools in the contact center industry,” said Alex George, Astute President and CTO. “Our customer engagement software makes it easy for companies to engage and delight individual customers across all channels, while gathering first-hand insight to improve experiences for everyone.”

The Astute customer engagement suite includes patented natural language processing (NLP) and social relationship management and engagement capabilities. Following the 2020 acquisition of iPerceptions, the company now offers a complete end-to-end customer engagement platform, including customer journey intelligence, conversational artificial intelligence (AI)-driven customer self-service, agent desktop CRM, social media management, and voice of the customer (VoC) tracking and analytics.

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Astute has continuously grown and refined its customer engagement platform into a powerful tool that enables thousands of global brands to connect with customers in a meaningful and productive way. Its AI-enhanced tools deliver continuous insights to customers to help drive efficiency, loyalty, and brand equity for consumer brands all over the world.

“Astute’s long history of CRM development and the early use of AI and knowledge management enabled the company to create a robust and mature platform that drives a frictionless, omnichannel CX across channels and devices,” said Nancy Jamison, Industry Director, Information & Communication Technologies, Frost & Sullivan. “The continuous infusion of maturing technologies, such as AI, has furthered the company’s customer engagement capabilities, leading to substantial growth.”

Frost & Sullivan Best Practices awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research to identify best practices in the industry.

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