nGen Customer Interaction Management (CIM) Suite is exceptional customer service software that offers email management, live chat, document management, online customer service and knowledge management solutions.

1. nGen CIM Suite
The Foundation for a Truly Exceptional Customer Experience
THE BUSINESS PROBLEM NGEN CIM SUITE BENEFITS
All over the world, customers are relying Channel Choice: Provide customers
more and more on the Internet for their the channel of their choice—Self-
purchases, submitting payments, re- Service (Knowledgebase), Email,
ordering, and most of the time consumers Chat, and Phone. Deliver cross-
are simply searching for online customer channel interaction history to agents,
assistance. Companies have spent millions improving customer satisfaction.
on CRM databases and focus primarily on
customer data management, but what is Information Access and
often overlooked is how to manage the Aggregation: Organize internally-
interaction once the customer is gained. and externally-facing knowledge
More established enterprises are providing repositories and provide access to
“With the nGen CIM online technologies to enhance the legacy system information. Augment
Suite deployed across customer experience, but quite often what current customer relationship
our major business consumers expect to find often falls short management systems with multi-
of their expectations. In the customer channel interaction management.
lines, staff have a 360- service industry, what is powering the
degree view of each critical customer interactions that actually Measure and Optimize: Improve
client, enabling us to formulate a positive ongoing relationship? insights with cross-channel reporting.
Optimize the relationship between
provide a coordinated THE NGENERA CIM SOLUTION the customer and the agent through
team effort to deliver a richer customer incident summary.
The nGen Customer Interaction
greater value to our Management (CIM) Suite enables companies
Scalable, Reliable, and Secure:
clients.” to deliver a truly exceptional customer
Handle millions of interactions
experience. The nGen CIM Suite enhances
seamlessly and cost-effectively.
customer satisfaction through self-service,
--Terry Kennerly, Protect critical information with the
assisted service, and proactive service
latest security advancements.
Assistant Vice offerings. With CIM, it’s simple. Customers
choose the communication channel they
President,
prefer. Agent productivity and response
CoastCapital Savings quality increases through automated
functions, knowledge-enhanced solutions,
and an organized, single-window view.
Management gains access to both in-depth
tactical dashboards and big-picture
strategic reports, driving consistent
improvements.

2. NGEN CIM SUITE FEATURES
nGen Self-Service: Enable web site visitors to nGen Click to Call: Allow your web site
instantly access reliable answers to visitor to request a call-back. Click to Call
routes the request to the most
commonly-asked questions, decreasing
reliance on other more resource-intensive appropriate agent based on the business
channels such as email and chat. rules and parameters of your choice.
“Our commitment is to
deliver an unrivalled nGen Customer Interaction Hub (CIH):
nGen Email: Efficiently respond to high email
customer experience. volumes accurately with sophisticated email
Present a unified view of customer
communications to the appropriate agent
With nGenera CIM, our routing, automated responses, and customer-
that enables intelligent dialogue,
staff has the right specific auditing.
increases productivity, and reduces
tools to better manage training time. Supervisors can centrally
nGen Answer: Enhance and accelerate email manage departments, teams, and roles to
client relationships response management using an intelligent improve overall efficiency and
and exceed system that filters incoming email and performance.
expectations.” generates automated acknowledgements or
responses. nGen Analytics & Reporting: Track and
evaluate critical data and metrics to
--Terry Kennerly, nGen Chat: Offer live service and initiate co- assess productivity, monitor service
Assistant Vice browsing sessions to fulfill specific online levels, and evaluate customer
preferences and behaviors.
President, inquiries. Leverage proactive and reactive
capabilities to facilitate rapid resolution at
CoastCapital Savings the point of service and drive up-sell and nGen Integration: Leverage the nGen CIM
cross-sell initiatives. Suite’s flexible architecture for seamless
integration between the Suite and other
critical business applications.
nGen Knowledgebase: Build a comprehensive
online knowledge repository to deliver timely,
nGen Phone: Properly manage phone
accurate information to customers, partners,
interactions with a single-window view
and employees. Leverage the sophisticated
workspace housing critical information
content creation system, easy-to-use
such as caller ID, customer history, and
workflow processes, and flexible reports.
caller-specific scripts.