By Niladri Sekhar Nath

TMCnet Contributing Editor

 

Enterprise software provider Infor has decided to get more out of ATG technology by implementing ATG Self-Service and ATG Knowledge. ATG customer care solutions will be implemented across the Infor enterprise as well.

ATG Knowledge, the knowledge management platform for call center-assisted customer service, is the brainchild of Art Technology Group (News - Alert) (ATG).

With the implementation, Infor aims to leverage knowledge already contained within the organization, while allowing its customer support specialists to author new resolutions. According to a news release, ATG Knowledge will help Infor capture data that exists secretly within various formats, such as Word documents, PDFs or HTML pages and employ it to individual customer inquiries.

Infor’s Knowledgebase presently has more than 30,000 solutions to a variety of incidents so that agents can offer immediate answers to queries more than 90 percent of the time.

Another significant innovation by ATG is ATG Self-Service. ATG Self-Service helps customers find the exact information they need, irrespective of format, location or language. Thanks to ATG Self-Service, Infor has been able to help their customers solve their issues fast and proficiently using answers customized specifically to their market segments.

“ATG’s products enable us to supply precise and accurate answers based on both structured and unstructured content contained within our organization and make our call center considerably more productive,” said Mary Trick, senior vice president of Customer Support at Infor, in the press release. “At the same time, our customers can go online and be guided towards complete resolution of issues on their own.”

Both ATG Knowledge and ATG Self-Service are actually part of ATG's Wisdom-enabled Service Suite. The service suite offers a single, modular platform for resolving all customer service interactions with process-based personalized attention.

“Whether they’re dealing in retail, media/entertainment, consumer manufacturing or technology, customers are now demanding more from organizations’ customer service,” explained ATG’s senior vice president of marketing, Cliff Conneighton. “By implementing and expanding its use of ATG service products, Infor has been quick to recognize and adapt to meet the needs of its customers.”

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