ATG INTRODUCES A NEW GENERATION e-MARKETING APPLICATION TO FULLY INTEGRATE INBOUND WEB INTERACTIONS WITH OUTBOUND E-MAIL
New Application Enables More Effective Customer Communications
CAMBRIDGE, Mass., October 11, 2004 ATG (Art Technology Group, Inc., NASDAQ: ARTG) the software provider behind the Web`s richest customer experiences today introduced ATG Adaptive Customer Outreach, the first e-marketing product designed specifically to leverage the rich understanding of a company`s customers gained through their Web interactions, preferences, and behaviors. ATG`s new application uses this customer insight to create more relevant, compelling, and personalized e-marketing and proactive customer service campaigns.
ATG Adaptive Customer Outreach draws from a rich set of customer profile information, interaction or purchase history and segmentation rules to execute highly targeted, highly personalized, multi-stage e-marketing and proactive customer service campaigns. The close integration of the Web and e-mail channels represents a new generation of e-marketing solutions that businesses are now demanding in the face of new, increasingly restrictive e-mail marketing legislation. e-Mail campaigns must now rely heavily on the Web and other channels as a basis for receiving the customer permission necessary to conduct successful e-marketing.
"ATG Adaptive Customer Outreach supports our strategy of providing applications for marketing, commerce and customer service across the channels of web, email, contact centers and physical locations," said Bob Burke, president and CEO, ATG. "ATG`s strength in web applications and commerce is well-established. Outreach greatly enhances our position in email as a channel and in marketing applications. Our proposed acquisition of Primus will further strengthen our position in the call center and in customer service applications, bringing our comprehensive vision very close to full reality."
ATG Adaptive Customer Outreach can be configured to initiate customer communication in response to a customer`s activity on a Web site, with a call center or from back-office applications. For example, after a customer completes an online purchase, ATG Adaptive Customer Outreach can automatically send a thank you e-mail with a targeted up-sell or cross-sell offer, appropriate to the buyer`s purchase, segment, and interaction history. ATG Adaptive Customer Outreach can also be configured to monitor a customer`s account balance or portfolio status and, based on activity or events that take place in the account (such as a low balance or new fund option), automatically send an e-mail advising the customer take particular action.
"Direct communications, particularly interactive ones, require messages that are finely tuned to each customer," wrote Elana Anderson, Senior Analyst at Forrester Research in her September 2004 report, The Marketing Technology Backbone. "If marketers abuse these channels with irrelevant, disruptive and intrusive messages, consumers will do whatever it takes to avoid those messages. Technology can help marketers navigate these challenges."
ATG Adaptive Customer Outreach campaigns adapt to the response of the customer. Using information gained from inbound customer interactions on the web and email, ATG Adaptive Customer Outreach enables companies to create more relevant and compelling outbound marketing and proactive service campaigns that increase conversion rates.
"ATG Adaptive Customer Outreach extends the power of the web site to outbound email," said Cliff Conneighton, senior vice president of marketing, ATG. "Next, as we combine ourselves with Primus, we will integrate inbound email response as well, producing by far the industry`s most complete customer interaction hub."
In addition to the introduction of ATG Adaptive Customer Outreach, ATG recently enhanced its Customer Experience Platform to version 7.0. Significant enhancements to the platform include improved usability and flexibility in deployment topologies within ATG Content Administration, and the ATG Business Control Center, which is the new unifying user interface for all of the products comprising the ATG e-Business Application Suite.
About ATG
ATG (Art Technology Group, Inc., NASDAQ: ARTG) delivers innovative software to help high-end consumer-facing companies create a richer, more adaptive interactive experience for their customers and partners online and via other channels. ATG has delivered category-leading e-business solutions to many of the world`s best-known brands including A&E Networks, American Airlines, AT&T Wireless, Best Buy, Fidelity Investments, France Telecom, Friends Provident, Hewlett-Packard, InterContinental Hotels Group, Kingfisher, Merrill Lynch, Neiman Marcus, Philips, Procter & Gamble, Target, US Army, US Federal Aviation Administration, Warner Music, and Wells Fargo. The company is headquartered in Cambridge, Massachusetts, with additional locations throughout North America, Europe, and Asia. For more information about ATG, please visit www.atg.com.
2004 Art Technology Group, Inc. ATG and Art Technology Group are registered trademarks of Art Technology Group, Inc., and ATG Adaptive Customer Outreach is its service mark. All other product names, service marks, and trademarks mentioned herein are trademarks of their respective owners.
This press release contains forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. These statements involve known and unknown risks and uncertainties that may cause ATG`s actual results, levels of activity, performance or achievements to be materially different from any future results, levels of activity, performance or achievements expressed or implied by such forward-looking statements. Important risk factors affecting ATG`s business generally may be found in their periodic reports and registration statements filed with the Securities and Exchange Commission at www.sec.gov. Risk factors related to the subject matter of this press release include the possibility that the ATG product deployment will not be successful, on time or significantly enhance the user¡¦s Internet experience; that those customers leveraging ATG won`t have the opportunity to increase revenue and decrease future costs; ATG`s need to adapt to rapid changes so products do not become obsolete; the possibility of errors in ATG`s software products; that the ATG product will not continue to be integrated with third party applications servers or will not support all Web services enabled systems; that ATG`s product strategy may change in the future; that ATG may discontinue marketing and licensing the product; and the risks and costs of intellectual property litigation. ATG undertakes no obligation to update any of the forward-looking statements after the date of this press release.
Contacts:
Tucker Walsh
617-386-1159 direct
twalsh@atg.com
Victor Beck
Director, Corporate Communications
617-386-1246 work
617-480-2341 cell
vbeck@atg.com
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