Astute Solutions Acquires Voice Search Innovator,
Company Gains Enterprise and Contact Center Voice Search Technologies
August 12, 2010 09:56 AM Eastern Daylight Time
COLUMBUS, Ohio--(EON: Enhanced Online News)--Astute Solutions (www.astutesolutions.com) today
announced that it acquired voice search innovator, Speech Labs™. The company has added Speech Labs’
Enterprise Voice Search (EVS) and Contact Center Voice Search (CVS) technologies to its portfolio of customer
relationship management (CRM), contact center, knowledge management and Web self-service solutions. EVS and
CVS empower companies to search, understand and act upon knowledge embedded within voice interactions.
It is estimated that about 40 percent of enterprise knowledge is written down and 60 percent is delivered verbally
and is not documented. EVS closes this knowledge gap. With features such as call recording, call transcription and
text-2-voice/voice-2-text linking, it enables knowledge exchanged during calls and meetings across the enterprise to
become searchable. This gives enterprises a means for effectively sharing knowledge, driving innovation, boosting
productivity, improving compliance, reducing attrition and more.
In the contact center, CVS records and transcribes customer interactions while listening for key words, phrases and
voice inflections. It leverages this input to anticipate why customers are calling, and to quickly deliver what they need.
Throughout an interaction, CVS formulates offers based on the customer’s feedback. It accesses predefined scripts
and pops the offers directly to the agent’s desktop. Among its numerous benefits, the solution enables companies to
deliver high-touch customer experiences, enhance agent performance, improve up-sell success, and increase
EVS technology expands the intent-driven search capabilities of Astute Solutions’ RealDialog™ solution, and CVS
technology can be integrated with the company’s ePowerCenter™ CRM solution. Together,