nGen Universal Queue

Is your customer service organization challenged with integrating multiple solutions for routing calls, handling email, and managing Web chat?  nGen Universal Queue offers integration with Cisco ICM providing seamless interaction routing, delivering the right interaction to the right agent at the right time.  Enable your contact center to deliver an exceptional customer experience by blending multiple communication channels and simplifying operations.

Simplify your contact center operations

• Unified routing distributes incoming inquiries to the best available resources across channels
• Customer profile routing automatically prioritizes interactions based on value of the customer
• Multi-channel reporting provides real-time and historical data in one location
  

Increase productivity

• Interactions are automatically prioritized across all media types
• A single supervisor interface simplifies the task at hand
• Inquiries are pre-sorted to deliver high-priority items to agents
  

Easily integrate existing infrastructures

• nGen Cisco ICM Integration molds to your existing telephony infrastructure
• Unified reporting is extensible to custom data warehouses