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Wise Guides Confer at ATG's Insight Live 2006
The conference covers info about online business strategies and previews of new e-marketing, sales, and customer service offerings.
Posted Apr 25, 2006
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Art Technology Group (ATG) announced today a record-breaking number of attendees at "Unlock the Power of Wisdom," its third annual ATG Insight Live conference. The Las Vegas gathering is host to more than 400 customers, partners, and prospects, including 120 international companies across 12 industries. ATG Wisdom emphasizes creativity in finding original ways for customers to facilitate customer interaction via the web, email, call centers, and mobile channels. "We took a completely different approach this year. We went out early and interviewed the customers and asked them what they wanted to hear," says Michele Deziel, vice president of product marketing at ATG. "Every single session here is marked with these results, whether it's a big idea, whether it's going to teach you implementation, whether it's hands on or going to give you a look at the code or whether it's measurement oriented. We have an equal number of sessions that go through all four of those themes." "There is a lot of excitement here," says Tamara Mendelsohn, an analyst at Forrester Research. "I think there is a lot of buzz around these new technologies. ATG has a leading platform from a personalization perspective, but personalization is a tough nut to crack in that it requires a lot of forethought and effort. It is really exciting to see that some of these companies are really forward thinking in the way they are trying to build with their consumers." Customers including American Eagle Outfitters, BestBuy, ITI/Fiserv, McFayden Consulting, Neiman Marcus, and Target are presenting their past experiences with the company, but ATG will showcase its new and expanded capabilities for the future. These offerings include:
  • Dynamic Navigation: to create a more fully integrated and better guided customer shopping experience for ATG Commerce Search and ATG Merchandising.
  • ATG Live Chat and Page Push: to connect customers to companies by infusing chat and page push capabilities with all of ATG Wisdom's customer information to provide an additional option for customers to get questions answered and for companies to show other relevant product options, boosting activity near check out.
  • ATG Reporting: to allow the merchandiser to understand every happening across every segment of the sales process in order to increase return.
  • Enhanced Transactional Service: to deliver more customer relevant service through ATG's new "Transactional Snippets," which allows search results to show live information, such as shipping status and account balances.
  • Expanded Offer Management: to increase offers through including the capability to populate both self-service sites and the new Customer Care Console, which combines ATG's current customer contact abilities with the new Live Chat and Page Push. This ability can also be used to train call center agents quicker with the right information.
    The new offerings emphasize integrating all aspects of the customer experience into a seamless platform. Mendelsohn sees these new developments as a step towards a new kind of commerce. "Some of the tools that I've seen here are really going to help online sellers take the search/commerce paradigm to the next level." Related articles: The 2006 Service Leader Awards, Part 1 ATG Gets Wise About Customer Experience
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