ATG Commerce Service Center
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Enabling the Contact Center to Improve Sales, Service, and Satisfaction

ATG Commerce Service Center is web-based customer service software used by contact centers and stores for order administration, sales support, and customer care. It enables your sales and service agents to more efficiently help customers over the telephone, on your e-commerce website, or via email, by employing the personalization and commerce capabilities of ATG Commerce. You can also extend ATG Commerce Service Center to provide a more unified cross-channel customer experience, with other ATG applications including ATG Knowledge, as well as the ATG Optimization solutions for Live Help and Recommendations.

Boost Conversion Rates and Customer Satisfaction

ATG Commerce Service Center helps you increase revenue and profits by turning your service center into a sales center. This customer service software helps you increase customer satisfaction by providing a smooth customer experience when shoppers move across channels to get product information, complete orders, and have their questions answered. And, it helps you reduce costs by streamlining contact center operations and more seamlessly integrating the web channel.

Key Features

Give agents one system 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
  • Provide a smooth customer experience when shoppers move across channels
  • Give your best customers extra attention
  • Deliver a consistent high level of service to all customers
Provide expert sales tools
  • Empower agents to quickly locate the exact product the customer needs
  • Enable agents to access the same catalog, promotions, coupons, cross-sells, up-sells, and customer information that are on the Web store
  • Drive targeted and relevant offers and promotions through our agent dashboard
  • Improve the conversion rates for both initial offers as well as cross-sells and up-sells
Increase efficiency with one user interface
  • Enable your agents to easily switch between sales and service tasks
  • Respond to customer inquiries more quickly
  • Customize the modular UI to support your business processes and information layout
  • Leverage user-configurable workflows for maximum productivity
  • Reduce wait time and call lengths by using hot keys (key stroke short-cuts), pre-filled forms, selective page refreshing, and other UI features

Extend Your Capabilities

Integrate with ATG Live Help, 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 this contact center application with ATG Knowledge to streamline and improve customer service through our advanced knowledge management capabilities.