Exceed customer service expectations every time

Today's service and support organizations face two critical and at times conflicting challenges: to meet customers' expectations for satisfying, thorough, and consistent service, and to do it at the lowest cost possible. To achieve all this, assisted support processes must be personal yet reusable, adapt to constantly changing information, and continually capture new knowledge.

ATG Knowledge is the only assisted service and support solution that meets all these challenges. With a proven ROI averaging 200 percent for over 130 customers, 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. Moreover, ATG Knowledge can be used as part of the Wisdom-enabled ATG Service Suite, to ensure the continuity of your customers' experience across the entire marketing, sales, and service lifecycle, regardless of whether they contact you via telephone, e-mail, Web form, or even Web self-service.

Decrease problem resolution time. Reduce service and support costs.

According to the Service and Support Professionals Association (SSPA), the most common customer complaint about service and support is the length of time it takes most organizations to resolve incidents. ATG Knowledge enables companies to apply data that currently lies in disparate environments and utilize knowledge that may be tacitly captured in various formats, such as Word documents, PDFs or HTML pages. As a result, agents can quickly find information for active cases, fill in any missing information, and manage incidents with utmost efficiency.

ATG Knowledge also incorporates the Consortium for Service Innovation's Knowledge Centered Support (KCS) standards, which dramatically streamline the resolution process by enabling companies to identify gaps in knowledge and capture agents' knowledge in real-time. ATG Knowledge even takes the value of these standards one step further by delivering enhanced capabilities that allow companies to see what agents contribute, customize the knowledge approval workflow, and track individual customer activity.

Key benefits and features:

Increase agent productivity

For more information or a product demonstration, contact your D2C2 sales representative. Or, request that an D2C2 representative contact you.