Sales, Service and Support
I need to automate my contact center operations
Interested in improving efficiency and reducing costs through automation? nGenera CIM has kept both you and your customers in mind when developing our powerful yet easy-to-use automation tools. Filters and rules can be applied to a number of different situations based on business requirements.
A popular method to automate the customer inquiry process and relieve pressure on your contact center is to offer self-service, also known as an external knowledge base. Expensive customer phone calls can be deflected by offering an easy-to-use knowledge base on your Web site that can be accessed by customers, possibly saving your organization thousands of dollars every month. Many nGenera CIM customers have reported exceptional results using nGen Knowledgebase to deflect customer inquiries. For example, eSignal’s phone inquiries have been reduced by nearly 50% since launching its nGen Knowledgebase implementation. Customers’ questions are answered immediately using well-organized and intuitive search functionality—the customers are empowered to address their own needs without relying on a customer service agent. Read more about eSignal’s nGenera CIM implementation.
Another way nGenera CIM simplifies your contact center’s operations is by offering automation of traditionally complicated customer document retrieval. Coast Capital Savings, Canada’s second largest credit union, utilizes the nGen CIM Suite to automate regulatory audition and enforcement across its organization. The process of searching across business lines to search for customer approval documents took an average of ten to fifteen minutes before the implementation of the nGen CIM Suite. After automation was implemented, employees can set a simple filter to immediately see the necessary customer documentation—streamlining agents’ retrieval process and making the contact center more efficient. Read more about Coast Capital Savings’s nGenera CIM implementation.
Automate your
nGen Email implementation using
nGen Answer, a tool that can auto-suggest and auto-populate emails with responses. Speed up your contact center’s time-to-resolution by letting
nGen Answer screen emails and help the agent determine the most appropriate response.