SOURCE: eStara

November 15, 2007 09:00 ET

Industry-First Study Finds Retailers Experience 143 Percent Average Return on Investment Using Click to Call

eStara Technology Delivers Incremental Revenue Gains of More Than $2.5 Million Over Three Years, According to Study Conducted by Forrester Consulting

RESTON, VA--(Marketwire - November 15, 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 to determine the costs, benefits, risks and ROI affiliated with implementing eStara Click to Call technology in a retail environment.

This unprecedented study is intended to help marketers in the retail industry evaluate Click to Call's full impact on sales and internal resources for their organizations. To illustrate the financial impact of implementing Click to Call, Forrester conducted a Total Economic Impact™ study based on in-depth interviews of multiple organizations using eStara Click to Call, including Fortune 500 retailers and multinational financial services companies, that have implemented the technology. The results of the report for the retail portion of the study found:

--  A three-year risk-adjusted Click to Call retailer ROI of 143 percent
--  Click to Call increased online revenues by more than $2.5 million over
    three year period
--  Retailers experienced payback in a period of between seven and 14
--  Average conversion rate of Click to Call users was significantly
    higher than non-users
--  Prospects using Click to Call as the primary means of communication
    were better informed, and  asked more detailed questions in comparison to
    toll-free callers
--  Companies that deployed Click to Call reduced their operational costs
    significantly through a reduction in the average volume of non-
    transactional calls and improvement in duration of customer calls

"We are delighted to see the results of Forrester's study as it confirms the indisputable value Click to Call brings to multichannel retailers," said eStara CEO John Federman. "With many retailers seeking new ways to balance technology costs with results, this study not only shows the measurable returns witnessed by the companies profiled, but also offers a guideline for companies to calculate their own ROI estimates for implementing Click to Call."

Results of the financial services portion of the study will be announced next month during a Webinar hosted by eStara featuring Forrester Research analyst Brad Strothkamp. Companies interested in that Web cast can register for the event here:

About eStara

eStara is a leading provider of proactive conversion solutions for enhancing online sales. The world's most recognized brands -- including Continental Airlines, DaimlerChrysler, 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 Web site abandonment and improve customer satisfaction. eStara is owned by 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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