SOURCE: eStara

March 06, 2007 09:00 ET

Sonic Solutions Selects eStara's Click to Chat

Service Key to Help Improve Support Services for Roxio Customers

RESTON, VA -- (MARKET WIRE) -- March 6, 2007 -- eStara, the leading provider of proactive conversion solutions for enhancing online sales and support initiatives, today announced Roxio, a division of Sonic Solutions, the leader in digital media software, has implemented eStara's Click to Chat across its support Web site to improve service efficiency and enhance the customer experience.

"As more and more customers gravitate towards online transactions they come to expect better online support options," said Garry Schultz, vice president of Global Customer Care, Roxio. "Click to Chat helps us bridge the gap between self-service tools and high-cost support options, and helps Roxio's customer service agents resolve basic customer support questions faster and more accurately."

eStara's cross-channel data passing ensures a continuity of customer experience by transferring information about the customer and the context of their online session directly to customer service agents at the time a chat session is initiated. Call center software can be configured to display this information directly on the agent's desktop screen, or it can use the incoming data values to trigger lookups into a company's own databases to retrieve related details such as customer records, transaction/service history, and billing information.

"With more than 250 million consumers using Roxio's applications worldwide, the company recognizes the importance of offering the right form of customer support at the right time," said John Federman, CEO, eStara. "Roxio wants to offer its customers unparalleled service without increasing the burden on its contact center agents, or forcing customers into long queues. eStara's Click to Chat provides an ideal tool to handle routine customer service inquiries promptly, or escalate higher-value sales inquiries seamlessly to a telephone conversation using Click to Call."

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 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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