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nGenera CIM Releases Version 9 of its Customer Interaction Management Suite

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Significant new product release helps enterprises achieve ROI on social business strategies with new social channels and enhancements to existing channels

Windsor, UK, 1st April 2010 - nGenera Customer Interaction Management (CIM), a provider of next-generation customer experience software solutions, today released nGen CIM 9.  The updated suite of customer interaction management tools now includes new nGen Community and nGen Social Media tools, which enable customers to share knowledge online and brands to engage with customers on social media channels. 

nGen CIM 9 enables organisations to deliver a superior experience in the time of the social customer and enhances nGenera CIM’s core channels: nGen Knowledgebase, nGen Email, and nGen Chat. Highlights for this significant new release include:

  • nGen Social Media: Contact centres can now listen, interpret, and respond to conversations across popular social networks such as Twitter, Facebook, and YouTube. nGen Social Media swiftly identifies chatter, prioritises incidents using sentiment technology, and then, depending on sentiment score, routes incidents to the agent in the same way as a traditional customer-initiated inquiry. The agent can then respond using social media or traditional channels

  • nGen Community: Customers can now engage in social self-service by creating and sharing knowledge and experiences online, as well  as participating in community management.  Community members interact in forums and contribute via wiki while the organisation retains overall control

  • nGen CoBrowse:  Contact centers can simply and easily engage customers in collaborative CoBrowse sessions to help them complete purchases or solve complex issues.  It is the only CoBrowse solution offered both OnDemand and OnPremise

“We have been working with the new nGen CoBrowse and are pleased with its robust capabilities and ease of use for both customer and agents,” said Ryan Browder, Manager, Internet Product Management at Nationwide.  “We see that it will be a powerful tool for giving customers a better, more personal experience as well as for driving revenue.”

Other new features of nGen CIM 9 include:

  • nGen Knowledgebase search:  Customers and agents now have the most powerful intelligent search available for the contact center.  nGenera CIM has expanded its federated search capabilities to include knowledge-base content, Web site content, file server content, and now with CIM 9 nGen Knowledgebase, database and social content has been added to the search.

  • nGen Survey: Customer feedback management is critical component of the “Voice of the Customer” and, with CIM 9, it is easily accomplished with nGen Survey.  nGen Survey is a full-featured and completely integrated post-interaction survey module.

  • Enterprisabilty:  nGen CIM 9 features architecture enhancements that ensure the scalability that is critical to the company’s target market: large enterprises.  Administration enhancements enable efficiency in the management of thousands of users in a distributed global contact center throughout the suite.

“I was impressed by the progress in the nGenera CIM Suite” said Esteban Kolsky, Principal at ThinkJar – an independent analyst firm focused on customer strategies. “They brought together all the needed components to deliver multi-channel experiences and they optimised their suite for collaboration – both for content creation and to jointly work with customers to improve products, services, and experiences.  Their focus on actionable insights, instead of satisfaction or loyalty measurement, highlights their vision to integrate the enterprise into the customer interaction.”

“nGen CIM 9 helps organisations achieve an ROI on their business and social strategies by empowering customers to engage and collaborate using their channel of choice,” said Wade Pfeiffer, General Manager of nGenera CIM.  “This release makes nGenera CIM the only vendor in the space to offer a complete solution suite to the enterprise.”

Learn more about nGen CIM 9 in a video featuring nGenera CIM’s VP Products, Nikhil Govindaraj. 

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About nGenera Customer Interaction Management
nGenera Customer Interaction Management is the global leader in next generation customer experience solutions. Customers report increased customer satisfaction and measurable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Canon, Dell, eBay, Epson, Ford, Microsoft, P&O, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint. For more information, visit www.ngenera.com/cim.