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nGen CIM Suite 8.3 Aims at Increasing Customers Results
[June 29, 2009]

nGen CIM Suite 8.3 Aims at Increasing Customers Results


nGenera aims to help its customers obtain greater results amidst a challenging economy with nGen CIM Suite 8.3. The latest version of the firm’s customer interaction management solution does this by easier integration with CRM solutions, providing universal queuing, intelligent search, and tighter data security. It enables companies to successfully handle high volumes of customer interactions through self service, assisted service, and proactive service offerings. 


 
Version 8.3 supports a vast library of connectors as a result of a new partnership with Cast Iron, a leading integration provider.  This relationship will provide seamless, low-cost integrations of the nGen CIM Suite with existing applications from SAP, Oracle, Microsoft, BMC Remedy, and Salesforce.com (News - Alert) in addition to many other applications and web services.  They will give nGenera CIM customers the benefit of a 360-degree view of customers across departments. 

 
“Before 8.3 integrations were possible but custom development work was required to complete, explains Nikhil Govindaraj, vice president of Products at nGenera (News - Alert) CIM. “These integrations took longer to do and were more costly.”
                                       
In addition companies using Cisco (News - Alert) Unified Intelligent Contact Management can take advantage of the Universal Queuing abilities in nGen CIM Suite 8.3. This integration allows for routing in the cloud and delivers the right interaction to the right agent at the right time. The result, nGenera says, is a single agent desktop to handle interactions regardless of communication channel, which substantially increases agent productivity and efficiency. The new solution offers supervisors a single point of administration and reporting capabilities, which promises to cut operational costs.
 
Also 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 have complete flexibility and control of the user interface which enables them to completely customer user portals for consistent presentation of company brand and messaging.  Previously customization options were very limited.

nGen CIM 8.3 adds database encryption to its security feature set.  This feature encrypts the entire database and prevents anyone from accessing customer information if the database is copied. 
 
“It is essential in today’s market for contact centers to maintain their focus on generating ROI using service technology investments,” says Nikhil Govindaraj, vice president of Products, nGenera CIM.  “Our 8.3 release proves nGenera CIM’s long time commitments to bringing the market solutions that deliver a hard ROI and improve customer satisfaction through call deflection and increased agent productivity.”



Edited by Tim Gray

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