In today's ultra-competitive marketplace, organizations face tremendous pressure to differentiate beyond product and price. The most forward-thinking ones recognize that a superior customer service experience can create this competitive advantage and ultimately be the difference between attracting one-time customers and building lifetime supporters. However, when your knowledge, insight, and history about the customer is virtually quarantined in the silos formed by different contact channels and functional areas, delivering this kind of service experience is a near impossible feat. You need a different knowledge management approach.

You need to stop asking redundant questions of your customers, requiring them to repeatedly explain their situations. Instead, your customers must be recognized as individuals - based not only their previous service history, but also their likes, dislikes, past purchases, upcoming milestones, and current situation. That understanding must then be leveraged to meet the customer's needs in the shortest possible time. But then to deliver maximum value to your business, the service experience should even be able to move beyond resolution as appropriate, and into targeted cross-sell and up-sell offers that can turn your cost center into a revenue generator when the situation is right.

To meet these challenges, the new ATG Wisdom™-enabled Service Suite offers an integrated suite of customer service software solutions that provide a single, modular platform for efficiently resolving all forms of customer service interactions with process-based personalized attention. ATG's unique knowledge management approach enables companies to apply information that lies in disparate parts of the organization and utilize knowledge that may be tacitly captured in various formats, such as Word documents, PDFs or HTML pages, to optimize the service experience.

The ATG Service Suite builds on ATG's ten-year history of delivering best-of-breed products, and experience with millions of commerce interactions, to increase the effectiveness and efficiency of customer service and support organizations. This know-how and experience are combined within the ATG Service Suite to deliver rich benefits that include:

Customer service and support software tailored for individuals or segments

Interaction continuity across channels and throughout the customer lifecycle

Knowledge Anywhere™/Data Anywhere Architecture™

Intelligent search technology

Enterprise integration

Enterprise class architecture

Unified interface across applications

Electronic channel management

The ATG Service Suite is a modular solution that can be customized to fit each organization's current knowledge management needs. The entire suite can be deployed as one fully integrated customer service and customer support software platform to provide a robust environment with deep technical capabilities. Alternatively, for companies seeking a single application or taking a step-by-step approach, each knowledge management application can be deployed individually to fit current needs.

ATG Self-Service - With ATG Self-Service customer service software, your customers can help themselves online through access to highly personalized answers to their questions and the ability to complete their own transactions - without picking up a telephone. ATG Self-Service combines a state-of-the-art answer repository with multi-lingual natural language search and navigation capabilities that enable customers to find the exact information they need, regardless of format, location or language. And this powerful customer support software offers comprehensive business reporting that helps you better understand your customers' needs and preferences.

ATG Knowledge - ATG's industry-leading knowledge management platform for call center-assisted customer service software employing industry-leading best practices and state-of-the-art tools for finding information, such as Natural Language Processing (NLP), category searching, decision trees and expert identification. ATG Knowledge empowers agents to locate, leverage, capture and communicate knowledge across the extended enterprise. With a proven ROI averaging 200 percent with some 130 customers, ATG Knowledge delivers the most complete and cost-effective solution available for call-center assisted service and support.

Help desks are challenged by limited human and capital resources in keeping employees online and productive. ATG overcomes these challenges with a problem resolution solution that increases productivity and deflects live interaction to lower cost channels. ATG Knowledge help desk software for the help desk offers an integrated suite of knowledge management, support automation, and self-service tools optimized for the technical environment. As a result, inexperienced users are able to solve problems like experts, and experts are able to leverage their productivity to avoid solving the same issues again and again.

ATG Response Management - A powerful platform for electronic communications response, ATG Response Management integrates all forms of electronic communication including e-mail, Web forms, chat, short messaging service (SMS), and multimedia messaging service (MMS), ultimately helping you offer more responsive, satisfying, and cost-effective customer service through electronic channels.

ATG Outreach the only proactive service solution that leverages the rich understanding of your customers gained through their profiles, Web interactions, preferences, and behaviors, to help customer service professionals anticipate customers' service requirements and send relevant alerts and notifications to reduce the number of inbound interactions and even open revenue opportunities.

ATG Forum - lets you leverage the expertise of your own internal or external customers, by giving them an online forum in which to help one another, and reduce the load on your service and support team. Your customers can answer each other's questions, receive important company updates, and become part of your organization's community.