nGenera CIM (Moxie Software) Partners with LiveLOOK, Enhances its Multi-Channel Solution by Boosting the Power of nGen CoBrowse
Next Release of nGen CoBrowse to be offered in on-premise and SAAS environments with zero customer side installation, exceeds corporate security requirements
Bellevue, Wash. – April 14, 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 that it is partnering with LiveLOOK, a provider of next-generation visual customer communication tools, to significantly enhance the capabilities and usability of its nGen CoBrowse module. This powerful tool will enable companies to easily engage in co-browsing sessions with their customers to provide “hands-on” service via screen sharing and remote control tools while conducting a real-time chat or telephone interaction.
In nGenera CIM’s continued commitment to offering its full suite of products with flexible deployment options, the new version of nGen CoBrowse will be available in both on-premise and SaaS environments. With a referral agreement for on-premise installations as part of the partnership, nGenera CIM is positioned to serve any organization looking to increase the quality of their customer service experience via co-browse.
Through the partnership with LiveLOOK, nGenera CIM will be able to balance end-user acceptance with corporate security standards. End users have been wary of co-browse solutions because of required software downloads as well as the complexities of Web site technologies; the new version of nGen CoBrowse will be fully browser-based—requiring no software installation by the customer. Additionally, the application will run over standard Internet ports 80/443, therefore no firewall or anti-malware flags will be triggered, and it requires no changes to Web pages or the opening of firewall ports. Corporate security is critical to nGenera CIM customers, and nGen CoBrowse will exceed the strictest security standards—even those of financial services organizations.
“The announcement of our partnership with LiveLOOK and our commitment to making our solution suite even more powerful with a significantly enhanced nGen CoBrowse module is in response to customer requirements and market demand across industry verticals including financial services, technology, and retail,” said Wade Pfeiffer, General Manager of nGenera CIM. “We chose to partner with LiveLOOK because their product offering is the best fit for our customers in terms of functionality and security standards, and because the synergy between the organizations has been stellar.”
The next release of nGen CoBrowse will have numerous benefits in both sales and service interactions. For sales, the real-time assistance will substantially decrease Web site and shopping cart abandonment—yielding higher conversion rates, increased transaction values, and more revenue especially in complex dynamic transactions. For service interactions, real-time assistance will reduce handle times and increase first contact resolution. nGen CoBrowse will enable agents to demonstrate Web self-service features to customers, increasing the likelihood of customer adoption.
nGen CoBrowse will also allow multiple agents and supervisors to view the customer’s screen, which will enable seamless escalation of complex support issues. Additionally, the new version will include optional remote control capabilities, allowing an agent—with the customer’s permission—to take control of the customer’s desktop to solve issues in real-time.
“We are very pleased to be partnering with nGenera Customer Interaction Management,” said Igor Khalatain, Ph.D, Founder & CEO of LiveLOOK. “They will bring our solution to the enterprise where its full array of features and functionality can be truly utilized to increase agent productivity and revenue.”
General availability of the next release of Gen CoBrowse is scheduled for Q4 2009. It will be compatible with any Web browser (Internet Explorer, Firefox, Safari, Netscape, Opera, etc.) and with all operating systems (Windows, MAC, and Linux) behind any firewall without triggering alerts.
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.
Named “Best Technology” at the Web 2.0 Summit in June 2007, LiveLOOK is an instant screen sharing company. LiveLOOK CoBrowse allows for an instant visual link between consumers and agents. LiveLOOK’s patent-pending technology works on Windows, Mac and Linux with any web browser, and requires no software downloads for either consumers or agents. For more information about LiveLOOK CoBrowsing, please visit http://www.livelook.com.