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ATG Adaptive Customer Assistance 2005.1
Support for a Broad Range of Customer Activities through Search, Navigation, and Pinpoint Content Targeting
February 3, 2005
By: Mitchell Kramer
 
Executive Summary: 
ATG Adaptive Customer Assistance can help you deliver a customer experience that supports your customers’ product planning and exploration activities, as well as their problem diagnosis and resolution activities, across the Web and contact center touchpoints. The customer experience that you can deliver with this product is built by creating content, integrating content from external systems, specifying metadata for content that you create and integrate, specifying rules to personalize the delivery of that content, and customizing packaged Web page templates for a user interface to search and navigate that content. ACA is a new product that ATG is in the process of enhancing through integration with recently acquired technology. This report evaluates ATG Adaptive Customer Assistance against our evaluation framework for cross-channel, cross-lifecycle customer service.


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Pages: 28
Format: PDF
License: Single User
 
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