nGen Click to Call Software

Engage your customers while leveraging existing telephony infrastructure

The Business Problem 

The Internet is a pervasive medium and customers expect to be able to contact businesses with their questions using their channel of choice—whether it’s email, chat, or phone. In the decades prior to online commerce, phone was the primary channel for support. How do you take full advantage of your existing telephony infrastructure and offer online customers the support they expect?

The nGenera CIM Solution 

nGen Click to Call software allows customers to migrate from window shopping on the web to purchasing on the phone. Click to call is an exceptional way to surpass your customers’ expectations while controlling your operating costs. Realize operational benefits as other nGenera customers have:

• Easy to Implement
• No additional hardware required
• Increase Customer Satisfaction
• Improve Agent Efficiency
• Decrease Operational Expenses
• Meet Business Objectives

How it works: When your web site visitors request a call-back, nGen CIM routes the request to the most appropriate agent based on business rules and parameters that you have already specified.

The Result: Visitors are immediately speaking with the right agent, resulting in increased sales and satisfaction rates.

• Our click to call software is easy to use: No additional telephony hardware required for agents, no software download required for customers.
  
• Personal support at point of need
  
• Customer can initiate interactive chat along with a voice call
  
• Eliminate long hold times; Agent always available when customer receives call-back
  
• Provide customer with average wait time for call-back
  
• Ability to request instant call-back or schedule a specific time and date

Increase Agent Productivity

• Agent has visibility into customer’s click stream
  
• Ability to review complete customer history in preparation for call
  
• Dynamically present Click to Call button based on agent availability
  
• Integrated with knowledge base for quick, precise responses
  
• Configurable workflow
  
• Ability to reschedule call-back based on customer availability

Effectively Manage the Call Center

• Prioritize call-backs over other interactions
  
• Real time and historical reports
  
• Leverage existing telephony infrastructure for quality monitoring

Click to Call Benefits | Schedule Demo | Schedule a Call Back