Provide Lower-cost, Higher-satisfaction Service in All Channels

Delighting customers and inspiring long-term loyalty with agent-assisted customer service, while maximizing conversions and order size. It's a tall order. Yet that's not all that's expected of the contact center. In addition to converting the contact center into a sales and profit center, and empowering agents to focus on value-add activities, you also need to reduce costs.

Our Approach

With ATG, your contact center agents have the tools they need to answer questions, provide consistent, high-quality service, help customers complete orders, process returns ,and exchanges, and manage ongoing relationships. 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 website as appropriate, and identify and act on the cross-sell and up-sell opportunities in any customer interaction — transforming your service channels into revenue generators.

Boost Loyalty and Revenues

ATG help you increase customer loyalty and revenue, while building lifetime supporters. With ATG's commerce service solutions, you can:

Give agents one system to use for order administration, sales support, and customer care

Streamline operations and reduce the number of systems IT has to develop, integrate, and maintain

Add a human connection to your website

Proactively offer live help via phone or chat when your customer's website behavior indicates the need for assistance to close a transaction

Give better answers online

Use 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

Empower agents to quickly locate, capture, and communicate knowledge from a variety of structured and unstructured data

Reduce handling times and increase satisfaction

Maximize agent productivity by enabling them to support multiple online chats while co-browsing with shoppers in real time to quickly address inquiries and close business

Unify customer service interactions across key channels, including your website, chat, phone, and mobile devices

The ATG Advantage

Choose the approach that works best for your business, whether adopting the market-leading ATG Commerce platform or tapping into our platform-neutral ATG Optimization solutions to optimize your current platform. ATG offers:

A highly scalable and reliable e-commerce solution platform supporting the full sales, marketing, and service lifecycle, with near-100 percent uptime performance
Complete flexibility to integrate with existing service systems including interactive voice response and ticketing systems
Optimization solutions that help you quickly and immediately lift revenue by connecting your contact center with your website