SOURCE: eStara

December 06, 2007 09:00 ET

Industry-First Commissioned Study Finds Financial Institutions Experience 304 Percent Average Return on Investment Using Click to Call

eStara Technology Delivers Incremental Revenue Gains of More Than $2.52 Million Over a Three-Year Period, According to Study by Independent Research Firm

RESTON, VA--(Marketwire - December 6, 2007) - eStara, the leading provider of proactive conversion solutions for enhancing online sales and support initiatives, today announced the findings of a commissioned study conducted by Forrester Consulting on behalf of eStara to determine the costs, benefits, risks and ROI affiliated with implementing eStara Click to Call technology for financial institutions.

The industry-first study is intended to help financial services marketers evaluate Click to Call's full impact on sales and internal resources to better evaluate their technology investments. To illustrate the financial impact of implementing Click to Call, Forrester conducted a Total Economic Impact™ study based on in-depth interviews of two organizations using eStara Click to Call, including a Fortune 500 insurance provider and a large multinational financial services firm. The results of the report for the financial services portion of the study found:

--  A three-year risk-adjusted Click to Call financial services company
    ROI of 304 percent
--  Click to Call increased online revenues by more than $2.52 million
    over a three-year period
--  Financial Institutions experienced payback in a period of seven months
--  Companies that implemented click to call experienced a reduction in
    their abandonment rate
--  The average conversion rate of Click to Call users was significantly
    higher than non-users
--  Companies that deployed Click to Call reduced their operational costs
    through a reduction in the average volume of non-transactional calls and
    improvement in duration of customer calls

"The findings of this study substantiate what eStara has known all along -- customers want personal service from the companies they invest with," said eStara senior director of marketing, Nancy Liberman. "Customers navigating through loan, mortgage or investment processes often have questions that cannot be answered through online FAQs or other self-help tools. By implementing simple Click to Call functionality throughout their websites, companies can enjoy a tremendous boon to their online revenues while maintaining an excellent level of customer service."

About eStara:

eStara is a leading provider of proactive conversion solutions for enhancing online sales. The world's most recognized brands -- including Continental Airlines, Chrysler, Dell Financial Services, and -- leverage eStara's OnDemand services to engage customers with the right form of contact at the right time to increase revenue, reduce website abandonment and improve customer satisfaction. eStara is a wholly owned subsidiary of ATG (Art Technology Group, Inc.) (NASDAQ: ARTG). For more information, visit

This press release contains forward-looking statements for purposes of the safe harbor provisions under The Private Securities Litigation Reform Act of 1995. Further details on these risks are set forth in ATG's filings with the Securities and Exchange Commission. These filings are available free of charge on a website maintained by the SEC at Additional risk factors related to the subject matter of this press release include: the possibility that eStara's product and service deployments will not be successful, on time or significantly enhance the user's Internet experience; the need to adapt to rapid changes so products and services do not become obsolete; the possibility of errors in eStara's software products and services; the possibility that eStara's offerings will not enhance its customers' online sales or otherwise provide the expected benefits to its customers; and the possibility that eStara's product strategy may change in the future. eStara and ATG undertake no obligation to update any of the forward-looking statements after the date of this press release.

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