ATG Wisdom KCS Verified by Consortium for Service Innovation; ATG's Wisdom-Enabled Knowledge Product Meets Rigid Functionality and Scenario Criteria for Knowledge-Centered Support Practices

Business Wire, March 20, 2006

CAMBRIDGE, Ma. -- ATG (Art Technology Group, Inc., NASDAQ: ARTG) the software provider behind the most consistent and relevant marketing, commerce, and customer service experiences, today announced that ATG Knowledge, the company's Wisdom(TM)-enabled, assisted call center services and support solution, has received verification by the Consortium for Service Innovation. ATG Knowledge 2006.2 is among a select few products to be "KCS Verified" for Knowledge-Centered Support, a proven methodology that enables organizations to improve service levels to customers, gain operational efficiencies, and increase the organization's value to their company.

The Consortium for Service Innovation is a non-profit alliance of service and support organizations. Through a process of collective thinking and shared experience, the members develop and validate innovative ways to improve customer support. This work bridges emerging academic thinking and research to practices which optimize business results.

Developed, refined and validated through the collective efforts of the Consortium members over the past 10 years, Knowledge-Centered Support (KCS) is an emerging best practice for knowledge management in service and support organizations. The goal of KCS is to capture and structure an interaction and reuse the knowledge gained. The result is an improved operational efficiency, employee morale and customer satisfaction. KCS has been embraced as a best practice by HDI (Help Desk Institute).

"The ATG Wisdom Service solutions leverage our commitment to accepted standards and best practices for service and support," said Erik Hille, product marketing director, ATG. "By certifying ATG Knowledge as a KCS Verified product, the Consortium for Service Innovation acknowledges that the solution dramatically streamlines the resolution process by enabling companies to identify gaps in knowledge and capture agents' knowledge in real-time. ATG Knowledge extends the value of these standards by delivering enhanced capabilities that allow companies to see what agents contribute, customize the knowledge approval workflow, track customer activity, and personalize knowledge content."

ATG Knowledge is part of the Wisdom-enabled ATG Service Suite, a comprehensive set of applications that provides a full-featured, adaptively customized environment for managing all forms of customer service interactions with individual attention. By employing industry-leading best practices and state-of-the-art tools for finding information, ATG Knowledge empowers agents to locate, leverage, capture and communicate knowledge across the extended enterprise. By using ATG Knowledge as part of the Wisdom-enabled ATG Service Suite, companies ensure the continuity of their customers' experience across the entire marketing, sales, and service lifecycle, regardless of whether they make contact via telephone, e-mail, Web form, or Web self-service.

To receive certification as a KCS Verified solution, ATG Knowledge underwent a rigorous demonstration process in which the software adhered to the following criteria:

--Knowledge capture functionality

--Search capabilities-delivering relevant information

--User interface and integration with CRM tools

--Content structures and meta-data

--Solution visibility and activity management

--Reporting on indicators and trends to support the performance assessment model

--User profiles

--Licensing based on combination of user profile and solution state

"As a KCS Verified vendor, ATG has demonstrated a commitment to the industry standards associated with KCS best practices," said Greg Oxton, Executive Director of the Consortium for Service Innovation. "We welcome the ATG Knowledge solution to our distinct list of products which reflect both the functionality and principles behind KCS."

About ATG

ATG (Art Technology Group, Inc., NASDAQ: ARTG) makes the software that the world's most customer-conscious companies use to create a more relevant and consistent customer experience, throughout the marketing, commerce, and service lifecycle, and across the Web, e-mail, call center, and mobile channels. Offering an alternative to the traditional silo-based approach to customer-facing applications, ATG Wisdom(TM) is the company's strategy for delivering a seamless, more compelling, and mutually valuable experience to each customer and segment. The company fulfills this strategy by 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, US Army, US Navy, Warner Music, and Wells Fargo. 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.