ATG Web Knowledge Manager

Oracle ATG Web Knowledge Manager extends the Oracle ATG Web Commerce Service Center to streamline and improve customer service across multiple channels. With it, agents can quickly and accurately answer questions, resolve issues, and communicate knowledge via the telephone, email, or Web.

Today's consumers demand fast, responsive customer service. ATG Web Knowledge Manager dramatically accelerates the resolution process with complex knowledge capabilities and a comprehensive incident management process. With real-time knowledge of customer behavior and history, agents provide a higher level of service and create stronger, more profitable customer relationships.

ATG Web Knowledge Manager enables your company to deliver efficient and consistent customer service and support across all channels. You'll reduce the cost of customer service while improving customer satisfaction and loyalty and increasing profit margins. ATG Web Knowledge Manager helps you:

• Access and manage up-to-date customer information
• Leverage knowledge management tool capabilities
• Streamline the resolution process
• Improve customer service
• Divert interactions to the least costly channel
• Increase agent productivity
• Move customers smoothly from the Web to the contact center