Continued focus on increasing ROI and customer satisfaction through contact center productivity with seamless integrations, intelligent search capabilities, and more
Bellevue, Wash. – June 29, 2009 — nGenera Customer Interaction Management (CIM) (Moxie Software), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced the general availability of nGen CIM Suite 8.3. The latest release enables companies to successfully handle high volumes of customer interactions through self‐service, assisted service, and proactive service offerings. Version 8.3 includes features and functionality designed to deliver contact centers a solid ROI through low-cost integrations, intelligent search results, and stronger reporting for workforce optimization.
“It is essential in today’s market for contact centers to maintain their focus on generating ROI using service technology investments,” says Nikhil Govindaraj, VP Products, nGenera CIM. “Our 8.3 release proves nGenera CIM’s long time commitment to bringing the market solutions that deliver a hard ROI and improve customer satisfaction through call deflection and increased agent productivity.”
A key theme of nGen CIM Suite 8.3 is increased integration capabilities. Version 8.3 is enabled to support a vast library of connectors as a result of our new partnership with leading integration provider, Cast Iron. This partnership is significant as it enables us to provide seamless, low-cost integrations of the nGen CIM Suite with existing applications from SAP, Oracle, Microsoft, BMC Remedy, and Salesforce.com in addition to many other applications and web services. These integrations will give nGenera CIM customers the benefit of a 360 -degree view of the customer across departments.
nGen CIM Suite 8.3 offers Universal Queuing abilities though an integration with Cisco Unified Intelligent Contact Management (ICM). This integration allows for routing in the cloud and delivers the right interaction to the right agent at the right time. The result is a single agent desktop to handle interactions regardless of communication channel, which substantially increases agent productivity and efficiency. Additionally, nGen CIM Suite 8.3 offers supervisors a single point of administration and reporting capabilities which cut operational costs.
The core search functionality of nGen Knowledgebase 8.3 has been enhanced with intelligent search capabilities, offering more relevant results for agents and customers. Advanced search tuning options allow content administrators to define the customer search experience based on business requirements. The existing federated search has been expanded to include a broader set of content sources including forums, wikis, communities, and internal data sources.
With nGen CIM Suite 8.3, customers also have complete flexibility and control of the user interface. This ensures branding and messaging are consistent with corporate policies.
Additional features include complete localization and data encryption.
The award-winning nGen CIM Suite is available in either on-premise or on-demand. The modules of the suite are nGen Knowledgebase, nGen Chat, nGen Email, nGen Answer, nGen Click to Call, nGen Phone, nGen CoBrowse, and nGen Community.
About nGenera Customer Interaction Management
nGenera Customer Interaction Management is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management.
About nGenera Corporation
nGenera drives productivity and business velocity by deploying on-demand Collaborative Enterprise Management (CEM) solutions in the world’s leading organizations. These innovative solutions combine nGenera’s collaborative applications, executive insight, advisory services, and education to deliver critical business outcomes in marketing, sales, IT, HR and operations.