Financial institutions need the highest quality online customer service to support customer needs. nGen CIM offers live chat, click to call, email management and knowledgebase software.

1. NGENERA CIM for
FINANCIAL SERVICES
Expand Your Capabilities and Improve Customer Service
INDUSTRY OVERVIEW DELIVERING INTELLIGENT
Retail banking is faced with fierce competition
CUSTOMER SERVICE
in gaining new customers. Customer Customer Interaction Management (CIM)
expectations are rapidly evolving and growing is the practice of delivering an exceptional
due to advances in technology. With self- online customer experience through all
service banking fast becoming the norm, channel interaction touch points – phone,
online banking has quickly become the easiest email, chat, and the Web. nGenera CIM
way for a customer to start a relationship with a for Financial Services delivers the
bank and maintain their banking service needs. technology to provide a level of service to
customers that will protect your brand and
With commoditization prevalent in the banking increase market share. nGenera CIM’s
nGenera CIM is the industry, banks must capture and retain software solutions provide retail banks
customers by providing an exceptional online with a 360 degree view of the customer for
leading technology
customer experience that surpasses their every channel interaction including:
provider for more than competition. As consumers and business
half of the largest customers increasingly move to online • nGen Knowledgebase
financial services channels driven by increasing Internet • nGen Email
adoption, real-time Web assistance will • nGen Chat
institutions in the world.
become the most critical requirement for • nGen Phone
improving sales as well as post-sales customer • nGen Click to Call
service.
WHY NGENERA CIM?
In addition, online Financial Services nGenera CIM’s flexible architecture gives
transactions are becoming increasingly valued you the ability to leverage existing
and complex. Customers are demanding the customer data for a complete customer
highest levels of security, sophisticated view. The nGen CIM Suite enhances
support, and immediate response to inquiries customer satisfaction through self-service,
before adding products or completing an assisted service, and proactive service
application. To ensure success, banks must offerings. With CIM, it’s simple - customers
demonstrate to the customer they want their choose the communication channel they
business, understand their financial needs, and prefer. Agent productivity and response
will protect their information with the highest quality increases through automated
level of security. functions, knowledge-enhanced solutions,
and an organized, single window view.

2. NGENERA CIM for
FINANCIAL SERVICES
Management gains access to both in-depth NGENERA CIM’S CUSTOMERS
tactical dashboards and big-picture strategic nGenera CIM is the leading technology
reports, driving consistent improvement. provider for more than half of the largest
financial services institutions in the world.
nGenera CIM’s customers include
Citibank, Royal Bank of Canada, Bank of
America, Fidelity, ING Direct, Barclays
Capital, JP Morgan, BECU, Scotia Bank,
HSBC, GE Capital, Citadel, SEI
Online Banking adoption Investments, Coast Capital Savings,
Juniper Bank, AIM Investments, EMI
will grow by 55% in the
Capital, Hubb Financial Group, eSignal,
next 4 years; 72 million Aviva, HDFC, and more.
households will bank
online by 2011.
ABOUT NGENERA CIM
--Forrester Research nGenera Customer Interaction
Management (CIM) is the global leader in
next-generation customer experience
KEY BENEFITS solutions. Customers report increased
customer satisfaction and measureable
• Increase conversion rates of online cost savings within six months of
applications deployment. With 250% customer growth
over three years, more companies trust
• Channel flexibility – customers choose
their customer experiences to nGenera
their channel of preference – email,
Customer Interaction Management. For
chat, phone or the Web
more information, visit
• Provide agents and branch employees http://www.ngenera.com/cim.
with a complete view of customer
interactions across all channels
• Increase profit margin by understanding
customer interest in additional products
and services
• Lower costs by providing automation
and self-service
World Headquarters International Headquarters
3015 - 112th Avenue NE, King George V Place
Suite 100 4, Thames Avenue
Bellevue, WA 98004 Windsor
Phone: 425.250.4900 Berkshire
Toll free: 888.462.3484 SL4 1QP http://www.ngenera.com/cim
Fax: 425.250.5000 Tel: +44 (0) 870 904 1122
Email: cimsales@ngenera.com Fax: +44 (0) 870 904 1123 © 2009 nGenera Corporation