New ATG suite designed to give contact center agents more options
A new Java-based, web-enabled customer service software suite from ATG lets call center reps manage multiple aspects of customer orders, including changes and returns, and access cross-channel customer data to support up-sells and cross-sells, ATG says.
The ATG Service Suite incorporates technology ATG received in its acquisition earlier this year of Primus Knowledge Solutions, including a platform for call centers designed to help customer service agents manage customer information, says Erik Hille, director of product marketing. “The ATG Service Suite’s ATG Knowledge module lets agents capture and use customer information while they’re on the phone with customers,” he says. “The agent will know what segment a customer falls into based on their interests, and be able to up-sell and cross-sell them products.”
Another module, ATG Commerce Assist, provides call center agents with order management tools that let them follow up order-taking with the ability to immediately modify orders and process exchanges and returns.
The Service Suite also includes customer self-service features for web sites, and it enables contact center agents to view all past inquiries by customers, including phone calls, e-mails and self-service actions.
ATG says its new Service Suite is intended for companies with $100 million or more in sales, and that the cost of implementing the suite starts at about $150,000 but can run into the millions of dollars for the largest deployments.
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