Woolworths extends software reach

System will help retailer gain a better understanding of customers

Woolworths is deploying additional software from the Art Technology Group (ATG) to power its online storefront and call centre operations.

The retailer is further unifying its web and call centre environments, enabling contact centre agents to create and manage online orders for customers.

ATG Outreach will help Woolworths gain a richer understanding of customers through their web interactions, preferences and behaviours.

This insight can be used as a basis to create more relevant, and personalised email and customer service campaigns.

'We are constantly looking to improve our service and offerings to customers and provide them with relevant and rich experiences,' said Andrew Harber, head of strategy and channel systems at Woolworths.

'We chose ATG in order to improve our understanding of customers' behaviour and increase the number of ways customers can reach out to us. Further, our desire to drive even more revenue online resulted in the expanded use of ATG's product set.'

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