Ingenico UK Deploys ATG's Advanced Call Center Technology

    Business Editors/Technology Editors

    CAMBRIDGE, Mass.--(BUSINESS WIRE)--May 9, 2005--ATG (Art Technology Group, Inc., NASDAQ: ARTG) the software provider behind the most consistent and relevant marketing, commerce, and service experiences, today announced that Ingenico, the world leader in secure electronic payment solutions for the financial and retail sector, has purchased and deployed ATG's KnowledgeCenter in order to improve upon the unparalleled support it provides customers through an agent-assisted call center.
    Ingenico has purchased ATG KnowledgeCenter 6.0 call center software. The application is designed to quickly integrate with existing IT systems, enabling rapid roll out of the technology. Ingenico has gone 'live' with KnowledgeCenter within 50 days of the project's start.
    The purchase of ATG technology is designed to further augment the telephone support Ingenico provides to its customers 24 hours a day, everyday. One of the key cornerstones of Ingenico's market leadership is the quality of technical support it offers its clients, particularly in the aftermath of the deployment of Chip & PIN portable payment terminals in retail outlets. The decision to install ATG KnowledgeCenter is further indication of Ingenico's ongoing strategy to continuously improve the quality of this vital service.
    This deployment is a clear sign that companies are now recognizing the business value of providing superior and consistent customer service. Analyst firm Gartner finds that "customer service and support has a 10% to 25% greater impact on customer loyalty and revenue than sales or marketing initiatives."
    ATG's technology allows Ingenico to reduce the amount of time an agent spends on solving customer queries as it allows agents to be guided through automated resolution paths. In addition, KnowledgeCenter can reduce the volume of customer queries and problems that escalate to senior level intervention, as it can centralize access to all relevant repositories of information. This helps ensure that knowledge within the company can be easily shared.
    Ingenico's deployment of the KnowledgeCenter will have a direct impact on ROI. The technology can analyze customer interactions to help Ingenico drive continuous quality and content improvement, and this, combined with a more efficient and accurate service, will increase customer loyalty. In addition, not only does the technology make the call center more streamlined and increase the volume of calls it can handle, it can also suggest to agents possible up-sell and cross-sell opportunities.
    "We chose ATG because the KnowledgeCenter application has excellent capabilities," said Malcolm Bushell, UK managing director, Ingenico. "It is adaptable to our specific needs, and we were also very impressed by the speed at which ATG was able to deploy the technology. These abilities, combined with ATG's track record in customer service, made the technology the clear solution to assist us in maintaining our leading market position in both product and customer services."
    "This latest U.K customer win for ATG and the quick implementation is proof that companies are beginning to appreciate that technology can help them better manage customer service and relationships - service that is increasingly provided across multiple channels and through multiple departments," said Cliff Conneighton, senior vice president of marketing at ATG. "Ingenico's deployment of KnowledgeCenter will help them increase both customer loyalty and ROI."

    About Ingenico

    With a 26.5% market share, INGENICO is the world's largest provider of payment and transactions systems used by banking, retail, petroleum, transportation and government agencies to accelerate and secure the flow of electronic commerce. The Company's 1,300 employees working in 29 countries, as well as a network of a hundred partners and distributors annually deliver more than 1.5 million payment terminals in more than 90 countries. Ingenico invests over 8 percent of total sales revenues in research and development. The aim is to devise increasingly efficient and secure payment systems, all of them incorporating UNICAPT 32 architecture and the latest EMV smart-card standards. A number of these systems leverage the most advanced technology available, including biometrics, touch technology, GSM/GPRS and Bluetooth communications. In addition, Ingenico has been striving to develop and market further, highly secure applications (VisaPED) like purchasing cards, eprocedures, reloading of prepaid cards and electronic transaction flow management. And Ingenico has already positioned itself on burgeoning markets such as electronic ID scanning, microchip healthcare cards and supplychain traceability.

    About ATG

    ATG (Art Technology Group, Inc., NASDAQ: ARTG) delivers innovative software to help high-end consumer-facing companies create a richer, more adaptive interactive experience for their customers and partners online, via e-mail and messaging, and through contact centres. ATG has delivered category-leading commerce, marketing and customer service solutions to hundreds of the world's best-known brands including Activest, Airbus, AGF, American Airlines, AT&T Wireless, Barclays Global Investors, Best Buy, B&Q, Boeing, Friends Provident, France Telecom, GE, Hewlett-Packard, Hilton Hotel Corporation, HSBC, InterContinental Hotels Group, Kingfisher, Merrill Lynch, Philips, Procter & Gamble, T-Mobile, Yahoo!, Warner Music, Wells Fargo, and Zurich Financial Services. The company is headquartered in Cambridge, Massachusetts, with additional locations throughout North America, Europe, and Asia. For more information about ATG, please visit www.atg.com.

    (C) 2005 Art Technology Group, Inc. ATG and Art Technology Group are registered trademarks of Art Technology Group, Inc. All other product names, service marks, and trademarks mentioned herein are trademarks of their respective owners.

    This press release contains forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. These statements involve known and unknown risks and uncertainties that may cause ATG's actual results, levels of activity, performance or achievements to be materially different from any future results, levels of activity, performance or achievements expressed or implied by such forward-looking statements. Important risk factors affecting ATG's business generally may be found in their periodic reports and registration statements filed with the Securities and Exchange Commission at www.sec.gov. Risk factors related to the subject matter of this press release include the possibility that the ATG product deployment will not be successful, on time or significantly enhance the user's Internet experience , will not increase customer revenue across brands or result in a return on investment; that those customers leveraging ATG won't have the opportunity to increase revenue and decrease future costs; the need to adapt to rapid changes so products do not become obsolete; the possibility of errors in ATG's software products; the possibility that the solution will not make customer implementations faster or more flexible or permit the customer to meet its customer-facing or infrastructure requirements; that the ATG product will not continue to be integrated with third party applications servers or will not support all Web services enabled systems; that ATG's product strategy may change in the future; and the risks and costs of intellectual property litigation. ATG undertakes no obligation to update any of the forward-looking statements after the date of this press release.

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CONTACT: ATG Tucker Walsh, 617-386-1159 twalsh@atg.com or ATG Gillian Pinkhardt, +44 (0)118 956 5063 gpinkhardt@atg.com

KEYWORD: MASSACHUSETTS INDUSTRY KEYWORD: SOFTWARE SOURCE: Art Technology Group, Inc.

Copyright Business Wire 2005