The ATG Product Suite [PDF, 936Kb]

ATG Wisdom - the technology powering the next generation customer experience We call it ATG Wisdom™. It's ATG's strategy, and the underlying technology, that enables organizations to deliver a seamless, consistent, and compelling experience to every customer and segment, across channels and throughout the customer lifecycle. Wisdom breaks down the traditional silo-based approach to commerce, marketing and service by informing every customer interaction with comprehensive, contextualized insight into the customer's history, preferences, and activities across the enterprise. The result: every interaction becomes more relevant, efficient, and mutually rewarding.

Fulfilling the ATG Wisdom vision are solutions for:

CUSTOMER EXPERIENCE MANAGEMENT

The ATG Adaptive Scenario Engine (ASE), ATG's core marketing engine, provides the foundation you need to create a more relevant and compelling customer experience - resulting in higher revenue, greater customer loyalty, and reduced operating costs. By helping you learn about, adapt to, and respond to your customers' ever changing needs and preferences, ASE automates the process of leading your customers toward a desired outcome (such as making a purchase, fulfilling a service need, or accessing information).

Building upon the Adaptive Scenario Engine, ATG provides a wealth of e-business functionality to meet the marketing, sales, and service needs of the most high-volume, high-traffic consumer-centric or B2B Web sites. Offerings in the e-Business Application Suite include:

COMMERCE
ATG Commerce  provides the industry's most comprehensive online selling solution for building strong relationships with consumers, businesses, and channel partners.

A/B SPLIT TESTING
ATG Campaign Optimizer is an A/B split testing solution that lets business users assess Web site effectiveness and ensure that site browsers convert to buyers.

COMMERCE SEARCH
ATG Commerce Search is the only fully integrated search solution for commerce Web sites. It understands users' intent when they submit searches; offers multiple sorting options, such as by relevance, price, brand, and other catalog attributes; and integrates the shopping cart right into search results, so shoppers can buy directly from the results page. Plus, ATG Commerce Search can present cross-sell and up-sell offers tailored for the shoppers' interests.

MERCHANDISING MANAGEMENT
ATG Merchandising  puts the power and control of the merchandising process in your merchandising professionals' hands. They will be able to easily update and launch new catalog information and up-sell/cross-sell promotions - using a customized, dynamic workflow that ensures a smooth, efficient deployment process and maximizes your online sales results.

AGENT-ASSISTED e-COMMERCE
ATG Commerce Assist is a browser-based application that unifies the Web and call center environments, enabling your contact center agents to create and manage online orders on behalf of your customers. With ATG Commerce Assist, phone agents have a much stronger ability to recognize your high-value customers when they call, fully answer questions, make changes to online orders, and even up-sell and cross-sell compatible products where relevant and appropriate.

LIVE CHAT
ATG Live Chat helps you directly guide customers to the answers, problem resolution, or products and services they're looking for. It's the only solution that can treat chat as part of a holistic approach that gives responding employees a complete view of the customer's personal profile data and order history - along with all of his related e-mail, telephone, and Web self-service interactions.

OUTBOUND MARKETING AND PROACTIVE SERVICE
ATG Outreach  is the only e-marketing and proactive service solution that leverages the rich understanding of your customers gained through their Web interactions, preferences, and behaviors, to help e-marketing and customer service professionals create more relevant, compelling, and personalized communications campaigns.

CUSTOMER ASSISTED SERVICE
ATG Knowledge  delivers the most complete and cost-effective agent assisted customer service and support available. By employing industry-leading best practices and state-of-the-art tools for finding information, ATG Knowledge empowers your agents to locate, leverage, capture and communicate knowledge across the extended enterprise. ATG Knowledge combines the industry's leading knowledge management technology into a single, award-winning solution platform that drives new revenue, solidifies customer loyalty, and bolsters profit margins.

E-MAIL RESPONSE MANAGEMENT
ATG Response Management is  is the complete solution for electronic response management, empowering you to meet your customers' growing desire for electronic communications while also gaining significant savings in support costs. By integrating all forms of electronic communication including e-mail, Web forms, chat, short messaging service (SMS), and multimedia messaging service (MMS), ATG Response Management helps your company offer more responsive, satisfying, and cost-effective customer service.

CUSTOMER SELF-SERVICE
ATG Self-Service helps your customers help themselves, with 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 award-winning multi-lingual natural language search and navigation capabilities. And it offers comprehensive business reporting that helps you better understand your customers' needs and preferences. The result: customer satisfaction and loyalty grows, while service costs diminish.

HELP DESK
ATG Knowledge 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.

PEER-TO-PEER SUPPORT
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.

REPORTING / ANALYTICS
ATG Customer Intelligence is a completely integrated set of datamart and reporting capabilities, giving you a complete view of how your e-commerce and customer care activities are performing. By providing a holistic view of customer interactions - across systems, channels and customer lifecycle - ATG Customer Intelligence enables businesses to make smart decisions about how to best attract, retain and satisfy customers.

All this rich content segmentation data, customer scenarios and more may be created, version-managed, approved and deployed via our robust ATG Content Administration.

ATG Business Control Center — a unified, intuitive work environment

The ATG Business Control Center provides a single, secure environment for business users and administrators to interact with their ATG applications. It is simple and intuitive to use, and is aimed at providing application controls to non-technical users of ATG's marketing, sales, and service applications.