Web services company ATG has launched a web services-based version of its commerce and portal platform for reviewing customer information across multiple channels and supporting customer self service.
Incorporating web content, portal and relationship management applications, ATG 6.2 is designed to allow companies to integrate applications across multiple sales channels, including in-store, online and telesales, using ATG Web Services.
The company is offering free upgrades to existing UK customers - such as Kingfisher, HSBC, Philips and the Royal Mail.
"Many firms are unable to track their customers across different channels and they have to re-identify themselves each time. This application gives companies a holistic view of the customer," said Bob Burke, president and chief executive of ATG.
ATG Web Services, part of ATG6.2, integrates multi-channel applications with ATG's Commerce and ATG Relationship Management Platforms. It is designed to allow firms to review data from across the business in real time and make quicker decisions to support customer self service, reduce costs and increase sales.
The J2EE-based software is also interoperable with Microsoft .Net.
ATG is also planning to introduce new self-service applications in early 2004, allowing companies to identify and proactively contact customers regarding event-driven situations, such as contract expiry or sudden changes in personal or financial circumstances.
"Many customer service queries can be handled online or through interactive voice recognition, as long as the right applications are in place," said Burke.
"The new self-service products will help reduce the strain on call centres and free up agents to answer more in-depth questions and proactively sell to customers."
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