Knowledge/Incident Management:
ATG Knowledge

Overview

ATG Knowledge extends the ATG Commerce Service Center to streamline and improve customer service, combining knowledge management with customer and incident management into a single solution.

Business Benefits

By empowering your agents with a comprehensive toolkit, ATG Knowledge helps you increase customer satisfaction and loyalty while reducing the cost of customer service. It also reduces agent training time as well as the IT expenses of deploying and managing in-house solutions.

Key Features

• Access and manage up-to-date customer information through a native customer profile, and integration with back-end databases.
• Leverage knowledge management capabilities that help you capture, approve, search, and access knowledge across your organization, in various formats, to help every agent be as good as your best one, and improve your first call resolution rate.
• Streamline the resolution process by identifying gaps in knowledge as well as capturing agents' knowledge in real-time through capabilities to customize workflow, monitor agents' contribution, and track individual customer activity.
• Increase service consistency by ensuring customer inquiries and problems are correctly logged, tracked, and escalated.
• Divert interactions to the least costly channel by enabling customers to help themselves with Web self-service. The advanced Natural Language search capabilities empower customers and agents to quickly and easily find the information they need, reducing call volume and escalations.
• Move your customers from the Web to the contact center smoothly, by providing your agents full knowledge of previous interactions so they don't have to start from the beginning when talking to customers.
• Increase agent productivity through adaptable processes, transparent knowledge capture, zero downtime, and a flexible and adaptable interface.
• Empower agents to cross-sell and up-sell products and services through real-time personalization based on customer profile and interaction history.