Resource Center

Thank you for visiting the nGenera Resource Center. Download and/or view any of the following Articles and Reports, Success Stories, Solutions Sheets and White Papers.  

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White Papers 

• Optimizing the User Experience: The Value of a Unified Solution for Knowledge Management and Enterprise Search 
• Making Online Chat Successful: Guidelines for Delivering a Rich, Satisfying Chat Experience 
• nGenera CIM 8.0 Architecture 
• Intelligent Automation of Email Management 
• Knowledge Management Implementation Best Practices 
• How nGenera Helps Companies Comply with PCI Standards 
• Simplicity: The Key to Web-Self-Service 
• Putting the Customer Back into CRM 
• Winning Strategies for Email Management 
• Best Practices in Enterprise Chat 
• Proactive Customer Service: Strategies to Satisfy Customers and Drive Sales (nGenera/Jupiter Research)  
• Banking in the 21st Century: 10 Trends to Leverage in the Retail Banking Contact Center 
• CIM Customer Service Audit: Top 50 North American Banks 

Success Stories

• Nationwide
• Betsson
• Liverpool Direct
• Online Auction Company
• Affinity
• BECU
• Coast Capital Savings 
• British Army 
• eSignal 
• EPSON 
• Southern Cross Healthcare 
• Hubb Financial Group 
• DoubleClick 
• Premiere Radio Networks
• Rohm and Haas 
• Sharp Systems 
• Teleflora 
• ShareBuilder/ING 
• Outsell 

Articles & Reports

• Beyond Loyalty: Meeting the Challenge of Customer Engagement
  Economist Intelligence Unit
• CIM: Creating Contextual Cross Channel 
  Contact Professional
• Defying the Limits the Key to Superior Business Performance 
  Montgomery Research
• Knowledge Management: The Shift to Web Self-Service 
  CRM Magazine Best Practices Series

Solution Sheets

• nGen CIM Suite 
• nGen Chat 
• nGen Email
• nGen Phone
• nGen Click to Call 
• nGen Universal Queue (nGen Cisco ICM Integration)
• nGen CoBrowse 
• nGen Knowledgebase 
• nGen Answer
• nGen Collaboration 
• Secure Message Portal
• Customer Interaction Hub
• CIM for Financial Services 

Professional Services

• Chat Medium Enterprise Onsite Package 
• Email Medium Enterprise Onsite Package 
• Knowledgebase Medium Enterprise Onsite Package 
• Knowledgebase Upgrade Package 
• Training - nGen CIM Training 
• Expert Services - Deployment Optimization Workshops 
• Expert Services - First Steps to Excellence Workshops 
• Expert Services - Implementation Optimization Workshops 
• Expert Services - Upgrade Optimization Workshops 

Training - nGen CIM Training

• Training-Online University Course: Knowledgebase 100 – Portal Familiarization 
• Training-Online University Course: Knowledgebase 200 – Administration Basics 
• Training-Online University Course: Knowledgebase 300 – Advanced Administration 
• Training-Online University Course: Knowledgebase 400 – Advanced Portal Content Modules 
• Training-Online University Course: Knowledgebase 600 – Article Creation and Management 
• Training-Online University Course: Knowledgebase 700 – Upgraded Features & Tools