Analyst Reports

Quocirca: Telecoms Companies' Re-invention: Death of the Traditional Telco

July 2010

Download the third Quocirca white paper to learn how telcos can overcome the competitive and technological threats, and thrive in their new environment. Including six specific recommendations for a rapid change of focus, the report also shows the opportunities that emerge for telcos.

Forrester Research: Making Proactive Chat Work

June 2010

Implementing proactive chat can be a complex process that requires aligning multiple business areas. However, a successful proactive chat implementation doesn't end with a check mark next to the word "done"; savvy eBusiness professionals understand that proactive chat success requires ongoing refinement of the business rules that will trigger chat invitations, staffing, and customer experience.

Magic Quadrant for E-Commerce

May 2010

The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartner's analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the "Leaders" quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose.

Forrester Research: Retailers Plan to Expand Online Customer Service Channels in 2010

April 2010

In the next 12 months, retail eBusiness professionals are planning to expand their online customer service touchpoints, with significant increases in live help, social, and mobile customer service. However, there is a disconnection between customer service and brand efforts: US retail eBusiness professionals widely say that customer service is an essential part of their brand, but their actions belie their words. Read the full report to get the analysis and recommendations from Forrester Research.

Forrester Research: Trends 2010: eCommerce Platform And Technology

March 2010

e-Commerce Technology and Business Tools Continue to Advance - and eBusiness Leaders Must Prepare to Use Them Effectively.

Forrester Research: Which Social Tools Make the Most Sense for Web Businesses and Why?

March 2010

Learn the results of retail surveys and interviews with social commerce thought leaders. While customer ratings and reviews represent a breakaway success story among the world of social commerce technologies, this document also evaluates other popular areas of investment or discussion, such as blogs, social network pages, and virtual worlds.

Quocirca: Telecoms Companies' Re-invention: Optimising the Online Customer Experience

February 2010

Download the second white paper of the series by Quocirca, and learn how to implement multi-channels, how to deliver consistent customer experiences and why e-commerce matters to telecoms companies.

Quocirca: Telecoms Companies' Re-Invention: From Voice to e-Service Providers

September 2009

Download this white paper by Quocirca to find out how telecommunications companies can exploit their most valuable asset ? the customer billing relationship ? in a converging landscape and provide an e-commerce framework for encouraging new and productive relationships and the creation of new revenue streams.

Retail Systems Research: The Game Has Changed - Have Online Retailers?

September 2009

This Benchmark Survey shows how retailers are responding to these trends, and how it is impacting their technology investment priorities. Also learn the practices that the best retailers, large and small, use to get the most out of the only channel where progress continues.

The Forrester Wave<sup>TM</sup>: B2C eCommerce Platforms, Q1 2009

The Forrester Wave^TM: B2C eCommerce Platforms, Q1 2009

January 2009

ATG is named a Leader in B2C e-Commerce Platform Solutions. In a comprehensive vendor evaluation, ATG again scored highest in current offering and market presence.

B2C Partners: Art Technology Group: E-Commerce Vendor Profile

July 2008

In 2008, Bill Mirabito, president of analyst firm B2C Partners, completed an evaluation of ATG's products and services, including customer interviews.

"During evaluation, I spoke candidly with four ATG clients: including Chico's, Intuit, Tommy Hilfiger and Viking Range. As a group, they rated their overall satisfaction with ATG very high, at 4.625 out of 5. In addition, clients said that they were certain ATG will continue to meet their needs over the next 3-5 years, rating their confidence at 4.75 out of 5."

Listen, Learn and Leverage: Merchant Views of Personalization and Lasting Customer Relationship

October 2007

Lauren Freedman, e-commerce industry insider and president of the e-tailing group, conducted 25 in-depth interviews with leading online merchants during the summer of 2007. They discuss their views on the value of personalization, what they're doing with it, how it fits into overall corporate strategy, its importance to competitive differentiation, and their view of the future role of personalization in e-commerce.

Aberdeen Group: This Time It's Personal: Making Online Experiences Unique

August 2007

This 3rd party report is based on a survey of 300 companies regarding their use of online personalization.

The process of personalizing the online experience can be achieved through multiple technologies that can be used to generate revenue and build customer loyalty. Eighty-eight percent of Best-in-Class companies agree that they will recognize a Return on Investment (ROI) from the personalization technologies they have adopted. Further, 76% percent agree, that the economic gains from personalization technologies will outweigh the costs of implementation.