Solve your business problem
I need to increase agent efficiency with agent-facing knowledge.
When every additional or saved second per agent is compounded throughout your entire contact center organization over the course of days, weeks, and months, you understand the financial impact of the smallest units of time. Every second saved per seat can result in thousands or even hundreds of thousands of dollars saved in productivity costs at the end of the year. The benefit of productive agents does not stop at saved costs—it also positively impacts customer satisfaction, creating loyal advocates of your business. Research shows that customers who are able to receive their answers quickly and easily are more likely to purchase more from the organization.
nGenera CIM can help you to save seconds—and even minutes—in every interaction.
- The agent interface is simple to use, promoting fast time-to-resolution and user adoption
- Smart search capabilities—powered by Autonomy—quickly present agents with the appropriate articles
- Powerful reporting capabilities help administrators optimize the Knowledgebase based on article retrieval satisfaction, search patterns, and automatically-generated ROI reports
- Article authors save time—nGen Knowledgebase accepts most file formats and documents, so format conversion is not required
Many organizations are seeing improvements to agent productivity—and significant operational cost savings—using nGen Knowledgebase.
Watch a demo and learn how nGen Knowledgebase can improve your agent efficiency.