Integrated Customer Service:
ATG Commerce Service Center

Overview

ATG Commerce Service Center is a Web-based contact center application for order administration, sales support, and customer care. It enables your sales and service agents to more efficiently help customers over the telephone, on the Web site, or via e-mail, by using the personalization capabilities of ATG Commerce.

Business Benefits

ATG Commerce Service Center helps you increase revenue and profits by turning your service center into a sales center. It helps you increase customer satisfaction by providing a smooth customer experience when shoppers move across channels. And, it helps you reduce costs by streamlining contact center operations.

Key Features

• Give agents one system to use for order administration, sales support, and customer care to streamline operations and reduce the number of systems IT has to develop, integrate, and maintain. Capabilities include:

  -	Order administration: create and modify orders; search and display placed orders; view order history; complete partial orders; access real-time order fulfillment status.
  -	Sales support: advanced catalog search/browse; offer targeting (using the same promotions, coupons, campaigns, and cross-sells that the Web store offers); dynamic and intelligent cross-sells/up-sells; real-time access to inventory status.
  -	Customer care: Submit returns and exchanges; accept/manage returned items; administer profile; view/modify addresses, credit cards, contact preferences; manage incident/ticket; view customer interaction history.

• Show agents one unified view of the customer, so they can provide a smooth customer experience when shoppers move across channels. Agents can give your best customers extra attention, while delivering a consistent high level of service to all customers.
• Provide expert sales tools so agents can quickly locate the exact product the customer needs, through access to the same catalog, promotions, coupons, cross-sells, up-sells, and customer information that are on the Web store. Our agent dashboard drives targeted and relevant offers and promotions that improve the conversion rates for both initial offers as well as cross-sells and up-sells.
• Increase efficiency with one user interface, enabling your agents to easily switch between sales and service tasks and respond to customer inquiries more quickly. The modular UI can be customized to support your business processes and information layout, leveraging user-configurable workflows for maximum productivity. The UI also includes hot keys (key stroke short-cuts), pre-filled forms, selective page refreshing, and other improvements to reduce wait time and call lengths.

Product Add-Ons

• Integrate with eStara Click to Call and Click to Chat, and show your agents a summary of the customer's recent Web activity, making the hand off from your Web site to your sales and service agents smooth and intelligent.
• Integrate with ATG Knowledge to streamline and improve customer service through our advanced knowledge management capabilities.