ATG to release new Service application family in first half of 2004

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Art Technology Group will release the first in a series of new Service modules in the first half of next year to enable customers to interact more proactively with their customers.

The ATG Service modules will comprise application templates that sit on top of the company’s Scenario Personalization technology, but will also work alongside its Commerce packages.

Bob Burke, ATG’s chief executive, explained: “Our proactive self-service modules will enable businesses to get in front of customers before they get in front of you themselves. For example, if a bank sees that a customer is overdrawn before they realise it themselves, it could let them know and also potentially use the opportunity to sell them a loan.”

The application templates can be configured by business analysts to trigger an email, text message or phone call from a customer service representative following changes to customers’ circumstances. Such information is already stored in the Scenario customer profile and events repository.

In addition, the Service modules will come with a natural language search engine, which can be used as a front-end navigation tool.

The vendor will target its new offerings at financial services, telecoms and high tech companies, all of which tend to deal with complex customer interactions, but will also introduce specific vertical market templates over time. One of the first ones is likely to be pension benefits. Customers currently include Kingfisher, HSBC and Barclays.

Meanwhile, on Monday, ATG will also start shipping version 6.2 of its product suite, which includes support for web services. This will enable users of the Commerce package, for example to establish the status of an order from a third party web-service enabled system without needing to know any technical details about it.

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