nGenera Customer Interaction Management, a division of nGenera, has unveiled nGen CIM Suite 8.3 to help companies handle customer interactions through self-service, assisted service, and proactive service offerings.
nGenera said that its new customer interaction management (CIM) suite is designed to support a library of connectors as a result of its new partnership with integration provider, Cast Iron. The partnership allows the company to provide 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 are expected to offer nGenera CIM clients a 360-degree view of their customers across departments.
The new CIM suite offers Universal Queuing abilities though an integration with Cisco Unified Intelligent Contact Management (ICM). The integration allows for routing in the cloud and delivers the interaction to the agent. Additionally, the new CIM suite reportedly offers supervisors a single point of administration and reporting capabilities.
nGenera said that the core search functionality of nGen Knowledgebase 8.3 has been enhanced. The existing federated search has been expanded to include an array of content sources including forums, wikis, communities and internal data sources.
Nikhil Govindaraj, VP of products for nGenera CIM, said: “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.”
The modules of the new CIM suite are nGen Knowledgebase, nGen Chat, nGen Email, nGen Answer, nGen Click to Call, nGen Phone, nGen CoBrowse, and nGen Community.
