ATG Unveils ATG Wisdom

"At Symantec, we pride ourselves on our technology innovation and non-traditional strategic thinking, and we seek the same approach from the companies with whom we partner and work," said Tim Crowder, senior manager, Global Support Strategy, Symantec. "ATG has a strong, long-standing reputation in the commerce and service and support arenas, and its expertise has resulted in a truly unique strategy in Wisdom. It matches our vision exactly. Our customers expect us to deliver the most intelligent and effective service and support possible and Wisdom will enable us to take advantage of customer data in ways never before possible. The result is a more rewarding experience for our customers, which will ultimately drive our business forward and differentiate us from our competitors."

As opposed to the rigid, inflexible applications typified by solutions that can actually inhibit a satisfying and profitable customer experience, the ATG Wisdom strategy evolves from the understanding that customers do not always behave or interact in the way businesses prefer. Rather, customers define the kinds of paths they take with an organization, and they expect that organization to accommodate them.

The solutions enabled by the ATG Wisdom strategy uniquely add value for businesses by empowering companies to choreograph interactions in a way that immediately recognizes and appeals to their most valuable customers. The strategy promotes the need for an aggregated view of the customer information used by front-line applications. But unlike the "data warehouse" approach typified by CRM initiatives, the aggregated view provided by ATG's Wisdom-enabled technology is designed for real-time, operational use -- where the information can be used by any customer-facing application that needs it, be it a Web site, a customer agent, a voice-enabled IVR application, an ATM, or a retail point of sale device. As a result, businesses can present consistent customer data, a consistent approach to segmentation, and a consistent approach to marketing, sales, and service. Such a goal can only be achieved by a vendor that offers proven scalability for hundreds of thousands of simultaneously "connected" customers.

Consisting of a series of technology enablers incorporated into the ATG family of products, together with best practices from ATG and its partners, ATG's Wisdom-enabled technology will give companies complete, contextualized insight into their customers' history, activities, and preferences across the full enterprise, making each interaction more informed, efficient, and mutually rewarding.

ATG is uniquely qualified to introduce the groundbreaking Wisdom strategy, based on a 10-year track record developing award-winning, best-of-breed offerings in service/support, commerce, and marketing.

"To truly advance customer experience and drive higher profit and value into the next generation, companies will not only need to consider new technologies, they'll also need to align their overall strategy to embrace a more holistic approach," said Cliff Conneighton, senior vice president of marketing, ATG. "With this focus in mind, we've developed the ATG Wisdom strategy to reintroduce the 'personal touch' into every customer experience. By tailoring every interaction to the customer's own context, from prior purchases and service history to personal preferences, ATG's Wisdom-enabled solutions will let companies deploy relevant and effective strategies to better serve their customers and drive their own business results."