Analyst Reports

Case Study: The Hartford Drives Sales With Click to Call
January, 2010

The Hartford Financial Services Group (The Hartford) is a leading US provider of life, automobile, and homeowners' insurance and other products including annuities and mutual funds. The company was seeking an online service capability to reduce Web site abandonment and increase sales of its personal insurance products. The Hartford's eBusiness needed a new assisted-service tool to target live help at the right time to the right prospective customers. The firm decided to use Click to Call, implementing proactive and reactive click-to-call along with applied dynamic business rules to real-time contextual session information. Read the complete case study written by Forrester Research.





Forrester Research: Is the Time Right to Build a Mobile App?
October, 2009

Early success by some brands might lead marketers to mistakenly conclude that it's a no-brainer. Before proceeding, interactive marketers should clearly weigh the advantages of driving brand affinity, customer engagement, and possible revenue versus cost in time and resources and the potential pitfalls of a poorly executed application.





Online Commerce in 2009: The Game Has Changed - Have Online Retailers?
October, 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.





Telecoms Companies' Re-Invention: From Voice to e-Service Providers
September, 2009

Download this whitepaper 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.





Forrester Research: Keys to Successful e-Commerce Platform Projects
September, 2009

At the start of any replatforming project, there are 10 points to keep in mind, reminds Brian Walker of Forrester Research. A solid technology foundation is one of the keys to success for eCommerce businesses looking to optimize their customer experiences, market effectively and creatively, and scale their business to make more meaningful contributions to their companies.





Case Study: Customer Centricity Drives Esurance's eBusiness Strategy
April, 2009

Over the past decade, US direct insurer Esurance has survived the dot-com bubble while carving out a growing share of the auto insurance market. Esurance is a recognized leader in Web site customer experience and has increased its market share of online quotes, premiums, and brand awareness. Along the way, Esurance has relied on consistent execution of eBusiness best practices in marketing, sales, and service.

The Impact Of The Economic Crisis On eCommerce Technology Investment
April, 2009

The global financial crisis and resultant impact on consumers and business has been profound. But how is the crisis affecting companies' plans to invest in the e-commerce channel? How will the economic shift affect e-commerce technology vendors? Forrester predicts how the impact of the economic crisis has affected e-commerce retailers' decisions to invest and the impact on the e-commerce technology vendor landscape.





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.





Forrester Research: The Economic Necessity of Customer Service
January, 2009

In this economic climate, no one can afford to lose a customer. Rather than halting spending, smart customer service executives will use this economic downturn as an opportunity to regroup and reprioritize. What should they focus on? Top customer service recession-busting strategies that cut costs and generate more revenue include: proactive chat, agent-customer co-browsing, online customer communities, unified communications, and multichannel knowledge management.





Why Interactive Support Is Essential For Travel eBusiness
November, 2008

In 2008, contextual, task-related help means more than a toll-free number on a booking page or a FAQ section on your Web site. It means being more relevant and personal and helping travelers in the channel they prefer immediately so they aren't driven to other channels - or worse, a competitor's site. Travel eBusiness and channel strategy professionals should integrate interactive chat into their customer support strategy by following the three steps detailed in this report.





Outlook For US Online Holiday Sales, 2008
November, 2008

Economic Woes Promise A Challenging Holiday Season For Web Retailers
Forrester expects online retail sales to reach $44 billion during the months of November and December 2008, a 12% lift over the previous year and the slowest growth to date. This year's weakened growth is indicative of macroeconomic factors catching up with formerly resilient Web buyers. While consumers remain pessimistic about the health of the US economy, online shopping drivers of convenience, selection, and perceived value will continue to attract buyers to the Web this holiday season.





3rd Annual Mindset of the Multi-Channel Shopper Holiday Study:
How to Finesse this High-Stakes Holiday Season(and the year ahead)
November, 2008

Lauren Freedman, e-commerce industry insider and president of the e-tailing group, recently surveyed 1000 consumers to discover how they are shopping this holiday season. This report delivers the survey findings and will highlight current shopping trends, practical tactics, and best-in-class examples to help you finesse this high-stakes holiday season (and the year ahead). You'll discover how you can translate consumer holiday shopping intentions into actionable tactics that help you to survive and prosper, not just during the holiday season, but also into 2009.






Gartner Magic Quadrant for E-Commerce
July, 2008

ATG positioned in the Leaders Quadrant of the Magic Quadrant for E-Commerce, 2008.






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 relationships
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.





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.





Forrester Report: Must-Haves for Manufacturer Web Sites
July, 2007

Manufacturer Web sites drive tens of billions of dollars in sales. While some include direct e-Commerce initiatives, consumers use the other manufacturer sites as research vehicles to learn about products, and then buy at other stores, either online or offline. To explore this trend, Forrester Research and Channel Intelligence conducted a study of visitor behavior on consumer electronics and home products manufacturer Web sites.





The Aberdeen Group - Clicks to Customers Benchmark Report
January, 2007

The Real ROI In B2C eCommerce
What e-commerce platform strategy decisions are retailers making today? How are they recognizing ROI on their e-commerce tools and campaigns? What methods are they using to gain market share, attract new customers, and increase convergence? These are just a few of the questions the Aberdeen Group asked in its new research study. Find out what separates the best in class from industry average, from the laggards. And discover where you fall in the mix by reading the report.





Forrester Research Report, "Commerce Platforms: Build or Buy?"

"Most firms will find that buying a commerce platform and combining the packaged functionality with custom services offers greater benefits in agility and scalability, outweighing the custom fit and control that a build approach provides."





2006 Forrester e-Service Wave™
May, 2006

ATG one of select few placed in "leader" position.





ATG Wisdom: A Strategy for Delivering a Comprehensive and Consistent Cross-Channel, Cross-Lifecycle Customer Experience [pdf, 336K]
January 2006

"Wisdom is an excellent strategy and ATG delivers very well on it."

"ATG's products support every customer lifecycle phase and, therefore, every aspect of your internal marketing, sales, and service business processes."

"You won't find facilities like Data Anywhere Architecture and Knowledge Anywhere Architecture in other customer service offerings. It's an elegant approach to data and content integration."





ATG Commerce Search V.2006.1 Product Search Solution [pdf, 644K]
December, 2005

"ATG Commerce Search is a natural for ATG Commerce customers and former Primus customers. We also think it should be on the short list for companies who understand the importance of managing a consistent experience across the customer lifecycle, and want a search technology that supports that."





Balancing Cost Reduction with Value Generation When Delivering Customer-Centric Service
November, 2005

Customer-centric companies use every customer touchpoint to stimulate interest, close business, satisfy a need or demonstrate commitment to the relationship. But while superior service across all interaction channels is essential, at the same time businesses need to balance profitability concerns. Read this whitepaper and learn about a new approach to driving business goals in the service center by maximizing every customer interaction, streamlining processes, and balancing service cost channels.





June, 2005

There is no question that customer service plays an important role in the shopping decisions consumers make across sales channels. But what exactly are customers looking for in terms of service and where do they hope to get it? See what Jupiter Research has to say.





April, 2005

"ATG understands retailers' dreams of consistent customer experience across channels and the importance of continuity as shoppers move from one channel to another."
"[ATG] can put the pedal to the metal. the product can go fast and far with its marketing capabilities..."
"ATG has been refining its B2C eCommerce offering for more than five years, resulting in a highly specialized and flexible product."
"ATG provides the most integrated solution today."




October, 2004

Referring to ATG Commerce: "Bottom Line: best product on the market - most adaptable, most scalable, most advanced features."





October, 2004

"Current Perspective: Positive on ATG's entry into the outbound campaign marketing space, because ATG operates from a position of strength in that it can use its strong segmentation tools to help drive e-marketing campaigns."





July, 2004

"After a lengthy and detailed evaluation of several vendors and products - for example, Blue Martini Software, IBM WebSphere Commerce Suite, BroadVision One to One Retail Commerce, Multiactive Entice and BEA WebLogic - AETN (A&E Television Networks) selected ATG Commerce because the platform met all of the requirements for extensibility, scalability, stability, personalization, and merchandising and promotional capabilities."





Customer Self-Service - ATG Delivers Something Better [pdf, 535K]
June, 2004

"Make it easy for your customers to do business with you, and they'll be more satisfied, more loyal, and-ultimately-more profitable. ATG has an approach for customer self-service that can do exactly that."





June, 2004

"Over the past few years, ATG has built up an impressive customer base among firms eyeing e-commerce as key portions of their business."





May, 2004

"ATG is one of the few business-to-consumer e-commerce vendors that shows momentum and promise after the economic downturn."





Customer Self-Service - Technology Audit - ATG [pdf, 652K]
April, 2004

"This is an innovative offering, based on ATG's proven e-commerce expertise and technology, and should be attractive to businesses. ATG Adaptive Customer Assistance - It does exactly what it says."





March, 2004

"ATG, a leading provider of commerce and self-service applications, is tackling the paradox that the empowered customer is in charge by delivering its customer base additional presales and post-sales solutions designed to empower online consumers with dynamic self-serviced environments."





March, 2004

"ATG continues to have a strong vision around e-marketing, especially with its scenario-driven functionality."

ATG Throws its Hat into the Self Service Ring [pdf, 84K]
March, 2004

"ATG is moving full steam into the self-service sector…Self-service is probably the right area to be in because many companies are looking to direct more of their customers toward the web for service and support to cut costs."





ATG Helps Customers Learn Their ABCs (Testing)
March, 2004

"Overall, this is a strong, sophisticated offering. ATG codifies, so to speak, functionality that is not often found in a single solution, functionality that is applicable to more than mail order companies. Indeed, the product may find a home in virtually any vertical, and it should therefore open ATG's door potentially to new customers."






March, 2004

"ATG is demonstrating that there is still plenty of room for innovation around how businesses can offer effective online customer self-service. ATG Adaptive Customer Assistance is the type of product that can help you improve the customer experience that you deliver while, at the same time, help you reduce cost to serve. It's the kind of product that will accelerate the movement to empower customers to be self-served."