ATG Knowledge

Knowledge and Incident Management Tools that Empower Agents to Excel at Problem Resolution

ATG Knowledge extends the ATG Commerce Service Center to streamline and improve customer service, combining knowledge management tools with a customer and incident management process in a single solution. As a result, customer service and support agents can quickly and accurately answer customer questions, for faster problem resolution and a consistent experience across multiple channels, including your e-commerce site and contact center.

Exceed Customer Expectations and Reduce Costs

By empowering your agents with a comprehensive incident management process, 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.

ATG Knowledge Key Features

Access and manage up-to-date customer information
  • Take advantage of both rich customer profile information managed by ATG and customer information available via integration with back-end databases
Leverage knowledge management tool capabilities
  • Capture, approve, search, and access knowledge across your organization, in various formats
  • Help every agent be as good as your best one
  • Improve your first-call resolution rate
Streamline the resolution process
  • Identify gaps in knowledge
  • Capture agents' knowledge in real time
  • Customize workflow, monitor agents' contribution, and track individual customer activity
Improve customer service and increase service consistency
  • Ensure customer inquiries and problems are correctly logged, tracked, and escalated
Divert interactions to the least costly channel
  • Enable customers to help themselves with web self-service
  • Empower customers and agents to quickly and easily find the information they need through advanced natural language search capabilities
  • Reduce call volume and escalations
Move your customers from the Web to the contact center smoothly
  • Provide your agents full knowledge of previous interactions
  • Eliminate the need to start from the beginning when talking to customers
Increase agent productivity
  • Adaptable processes
  • Transparent knowledge capture
  • Zero downtime
  • Flexible and adaptable interface
Empower agents to cross-sell and up-sell products and services
  • Enable real-time personalization based on customer profile and interaction history