Customer Support Software Featured Articles

Mergers and acquisitions advisory firm Corum Group announced last week that its client, Astute Solutions, has received a strategic investment from Rubicon, a private equity firm.

Astute provides customer experience management (CEM) solutions offered as cloud services to Fortune 1000 companies. Its founder and CEO Joe Sanda spoke in the announcement about Corum Group's process for helping Astute find an investment partner.

"Corum managed a detailed process to identify the best partner to work with us to grow our business moving forward," Sanda said. "Rubicon is a partner that will accelerate Astutes growth, and shares Astutes commitment to its customers and continued focus on the development of market-leading CEM solutions."

The announcement pointed to Astute's international clientele and its current ability to serve their needs. It says Rubicon's assistance will help Astute more rapidly innovate its infrastructure across the globe and therefore better serve its international customers with that growth.

Last year, Astute announced the latest version of its customer service tool, RealDialog 6.0. The software allows customer service center to automate their multi-channel experiences primarily through its ability to learn from previous interactions and queries.

With that, the software can help customer service representatives more quickly provide information to their customers based on their past needs and need relevant to the channels through which they interact. RealDialog is even able to understand the nuances of sentences representatives form in their own words, so for example, it may know to search for different business content based on the word order or word definitions present in queries.

It is able to exist in the cloud and therefore provide information safely and reliably to its business users. Astute has commented on the ability of its software-as-a-service model to provide reliability, scalability, and security to clients by offering consistent uptimes and an infrastructure that can support the load of demanding enterprises.