Sales, Service and Support

How do you reduce operational costs without sacrificing the quality and efficiency of your contact center?  It’s a huge question every customer service organization is facing these days, and the most successful organizations in this economy will be able to reduce their costs without experiencing a drop in customer satisfaction.

nGenera CIM makes it easy to keep your contact center on track and your customers satisfied while decreasing costs.  Our multi-channel solution utilizes the power of integrated knowledge base, chat, email, and phone channels to ensure your customers are using the most efficient methods to find their answers quickly and easily—optimizing your contact center for the most cost-efficient operations.  It is a win-win solution for both your customers and your organization.

Don’t take our word for it—look at what our customers are saving by using nGenera CIM’s solutions.

• Newegg.com has made significant improvements to productivity using nGen Knowledgebase, nGen Chat, and nGen Email—the company was able to reduce the average handle time of each inquiry by 5%.  “This reduction can be attributed to the functionality of the solution and the transparency of the reporting features.  The nGenera CIM solution has saved Newegg thousands of dollars each month; it has more than paid for itself,” says Kerrigan Hodnett, Newegg Director of Customer Service and Web Management. Read more about Newegg’s nGenera CIM implementation.

• Using nGen Knowledgebase, technology leader Sharp was able to reduce its call volume by 15% in the first month of implementation and is projecting a 50% reduction in call volume over the next twelve months—saving the company and its shareholders a large sum of money.  “I can confidently say that this software has already paid for itself.  The value for cost is undeniable,” says Craig Rittenhouse, VP of Marketing & Operations at Sharp.  Read more about Sharp’s nGenera CIM implementation.

• Australia’s Yarra Valley Water utility organization created a self-service initiative called “Instant Answers” using nGen Knowledgebase.  The implementation resulted in an 11.2% decrease in incoming customer phone calls.  Tony Campbell, Business Analyst at Yarra Valley Water, says, “Service a call to our contact center costs around $3.00, and with more than 7,000 customers choosing the self-service option of our Instant Answers portal, we can definitely see the financial benefit of the [nGenera CIM] solution.”  Read more about Yarra Valley Water’s nGenera CIM implementation.