Contact Center Managers

Provide lower-cost, higher-satisfaction service in all channels

Challenges Ahead

Delighting customers and inspiring long-term loyalty with agent assisted customer service, while maximizing conversions and order size. It's a tall order, and industry-wide success has been minimal at best. Plus, the low quality of bargain-basement service is damaging many brands.

Our Approach

With ATG, agents have the tools they need to help customers complete orders, answer questions, and provide ongoing service with high quality. You'll guide customers to better and more complete answers faster. You'll give them more satisfying service across every channel. You'll treat interactions over the Web, chat, and phone as one continuous, ongoing relationship, rather than disconnected conversations.

Tight integration across the ATG Commerce Suite helps you bring a human connection to your Web site, and identify and act on the cross-sell and up-sell opportunities in any customer interaction — transforming your service channels into revenue generators.

Business Benefits

ATG's technology will help you build loyalty and increase revenue, while building lifetime supporters. ATG's commerce service solutions will help you:

• 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. Read about ATG Commerce Service Center.
• Add a human connection to your Web site, by proactively offering live help via phone or chat when your customer's Web site behavior indicates the need for assistance to close a transaction. Read about our click to call and click to chat services.
• Give better answers online through multi-lingual natural language search, which is personalized for specific individuals or segments, and includes order status, payment, account, and shipping information.
• Arm your site and agents with better information to quickly locate, capture, and communicate knowledge from a variety of structured and unstructured data.
• Reduce inbound service inquiries through event-related triggers and customer profile information to send proactive service alerts and notifications.
• Unify customer service interactions across key channels, including your Web site, chat, phone, and mobile devices.

The ATG Advantage

Cited as a leader by the industry's most influential analyst firms, ATG offers:

• A highly scalable and reliable e-commerce solution platform, with near-100% uptime performance.
• Complete flexibility to customize, modify, and extend the e-commerce Web hosting software platform and applications for your requirements.
• Optimization services that help you quickly and immediately lift revenue on any Web site, even if it isn't powered by ATG.

ATG OnDemand e-Commerce Hosting Solution

You have an alternative to owning, maintaining, and operating the industry's top rated e-service and e-commerce software platform. For a simple monthly fee, you'll get all the benefit of ATG, but delivered on demand as an e-commerce Web hosting solution from our world-class hosting facility