This Webcast Produced for: The Costs of Failed Customer Service On Demand Zachary McGeary, Associate Analyst, JupiterResearch Erik Hille, Product Marketing Director, ATG Challenged with year-over-year increases in online and offline contact volume, service organizations are seeking to deflect live contacts to self-service and asynchronous channels; however, organizations are largely failing to meet customer needs in these channels. This failure contains hidden costs for an organization and results in significant brand erosion as customers seek contacts via other touch points and tell peers of poor experiences. Join JupiterResearch Associate Analyst Zachary McGeary and ATG Product Marketing Director, Erik Hille for a frank discussion of the underlying causes and effects of poor service and the strategies for mitigating this poor customer service risk. This Webcast will help you to optimize your contact deflection, right-channeling and inquiry resolution initiatives. About ATG ATG makes the software that the world's most customer-conscious companies use to: create a more relevant and profitable customer experience throughout the marketing, commerce, and service lifecycle; and to ensure that customer interactions are treated holistically across the Web, e-mail, call center, and mobile channels. ATG offers an alternative to the traditional silo-based approach to customer-facing applications, helping companies integrate information across functional areas to deliver a more compelling and profitable experience to each customer and segment -- providing fully integrated best-of-breed product suites installed on-premise or delivered on-demand. ATG's solutions power over 600 major brands, including A&E Networks, Airbus, American Airlines, American Eagle Outfitters, Best Buy, Boeing, Cingular Wireless, DirecTV, France Telecom, Friends Provident, Hewlett-Packard, Hotels.com, Hyatt Hotels, HSBC, InterContinental Hotels Group, Kingfisher, Louis Vuitton, Merrill Lynch, Neiman Marcus, Philips, Procter & Gamble, Symantec, T-Mobile, Target, USAA, US Army, US Navy, Warner Music, and Wells Fargo.