Whether the term is Globalization, Globalisation, or Globalisierung, its meaning is significant to contact center managers worldwide. To them it means addressing multiple contact centers and time zones; disparate systems and databases; high volumes of multi-channel, multilingual interactions; training and staffing challenges; quality and performance issues; and ever-increasing, ever-changing consumer expectations.

With all of these factors involved, delivering efficient, high-quality, multi-channel customer service on an international scale is daunting. With Astutes new release of its core contact center software, however, contact center managers can tackle this challenge head-on with confidence.

Global Customers, Global-Ready Solutions Currently, over 300 of the worlds top consumer brands across nearly all vertical industries leverage the capabilities of PowerCenter and ePowerCenterAstute Solutions core softwareto resolve issues and build a loyal base of customers. Its users span contact centers in 28 countries and hundreds of locations, where it facilitates millions of contact center interactions each year.

The PowerCenter and ePowerCenter contact center solutions were developed with globalization in mind. The core functionality provides all on-site and remote agents a robust, multi-channel contact management solution with instant access to a unified repository of comprehensive consumer, product, and company information. It also provides customizable, web-based reporting for enterprise-wide visibility into consumer issues and feedback.

Key New Features The new release (Version 6.2) will significantly enhance a companys ability to deliver high-quality service to consumers worldwide with its Language of the Agent and Language of the Caller features. It offers complete translatability of ePowerCenter to extend the softwares capabilities to non-English speaking agents and global contact centers. It also offers advanced features to facilitate data capture and rapid issue resolution with non-English speaking customers.

Astutes software is known for being exceptionally user-friendly, configurable, and scalable, and the new release is even more so. Contact center users and administrators will enjoy even greater flexibility, faster deployment, and ease-of-use with Version 6.2s unified, browser-based tool for installing, upgrading, and administering all Astute Solutions products.

Benefits While B2C companies with geographically-dispersed contact centers or work-at-home agents benefit substantially from this functionality, all of Astutes customers benefit from more efficient, effective, and consistent interactions, better management decisions, and more satisfied, loyal customers.

Availability The 6.2 release of PowerCenter and ePowerCenter is available now. For more information please visit our website at www.astutesolutions.com/newrelease or contact us at 877.759.3750 ext. 6184 or (614) 508-6184.