Introducing nGen CIM Suite 8.3

Enhance Your Customer Experience and Agent Productivity with Universal Queuing, Elegant Integration to Back Office Systems, Search Tuning and Reporting

At nGen CIM our release strategy may not be what you are used to with other software providers.  A “dot” release is not just your typical “dot” release - we pack each release with loads of value add features and functionality that offer significant enhancements much like one would expect to find in a major release. nGen CIM 8.3 is a good example of this pattern.

Our customers tell us that they need to do more with less, they need to retain and acquire customers, maintain loyalty and service remains a key differentiator.  We could not agree more and we’ve developed our latest release with those key themes front and center. 

In addition to new features and functionality to enhance the agent and customer experience we have added functionality that embraces the power of social networking and expands our partner relationships -  themes you will see throughout our 2009 product releases.

Are you using customer service software technology to create an open dialogue with your customers?

nGen CIM 8.3 includes forum results in federated search and enhances reporting of forums, topics and contributors. This enhanced reporting enables you to understand which topics and more importantly which people are feeding the knowledge base.  Those agents and customers that feed the knowledge base are extremely valuable to you and now that you know who they are and what they are saying you can treat them as such!

Are you maximizing the value of your existing investments in Phone and Back Office Systems? 

You’ve made an investment in a phone system, ticket management system, CRM system or collaboration / document management system, but it’s not optimized with your knowledge base, email or chat solutions.

nGen CIM 8.3 offers Universal Queuing abilities though an integration with Cisco Unified Intelligent Contact Management (ICM).  This integration allows for routing in the cloud and delivers the right interaction to the right agent at the right time. The result is single agent desktop to handle interactions regardless of communication channel which substantially increases agent productivity and efficiency.  Offering supervisors a single point of administration and reporting cuts operational costs.

Additionally, version 8.3 is enabled to integrate with a library of connectors based on a new partnership with leading integration provider, Cast Iron.  This partnership enables seamless, low cost integrations of the nGen CIM Suite with existing systems including SAP, Oracle, Microsoft CRM, BMC Remedy, Salesforce.com as well as other applications and web services. A 360 degree view of the customer increases agent productivity while significantly improving the customer experience.

Is data security a concern for your customer interactions? 

Further supporting the demand for increased data security, 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.

Fully Loaded with Features and Enhancements 

Universal Queuing 

• Cloud level routing of phone, email and chat
• Single point adminstration and reporting
• Increase agent productivity and reduce operational costs

Increased relevance to customers and employees 

• Less time spent searching, more time doing the job
• Simple administration
• Comprehensive solution rather than confined

Increased Platform Support 

• Microsoft Internet Explorer 8
• Google Chrome
• Microsoft SQL Server 2008

Additional Reporting Capabilities 

• Increased view into system usage
• Less time spent looking for data
• User Accountability