nGenera CIM Announces nGen CIM Suite™ Version 8.3

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Continued focus on increasing ROI and customer satisfaction through contact center productivity with seamless integrations, intelligent search capabilities, and more

Windsor, UK – 30th June 2009 — nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced the general availability of nGen CIM Suite 8.3. The latest release enables companies to successfully handle high volumes of customer interactions through self-service, assisted service, and proactive service offerings.

Version 8.3 includes features and functionality designed to deliver contact centres a solid return on investment (ROI) through low-cost integrations, intelligent search results, and stronger reporting for workforce optimisation.

“It is essential in today’s market for contact centres to maintain their focus on generating ROI using service technology investments,” says Nikhil Govindaraj, VP Products, nGenera CIM. “Our 8.3 release proves nGenera CIM’s long time commitment to bringing the market solutions that deliver a hard ROI and improve customer satisfaction through call deflection and increased agent productivity.”

A key theme of nGen CIM Suite 8.3 is increased integration capabilities. Version 8.3 is enabled to support a vast library of connectors as a result of a new partnership with leading integration provider, Cast Iron. This partnership is significant as it enables nGenera CIM to provide seamless, low-cost integrations of the nGen CIM Suite with existing applications from SAP, Oracle, Microsoft, BMC Remedy and Salesforce.com, in addition to many other applications and web services. These integrations will give nGenera CIM customers the benefit of a 360 degree view of the customer across departments.

nGen CIM Suite 8.3 offers Universal Queuing abilities though an integration with Cisco Unified Intelligent Contact Management (ICM). This integration allows for routing in the cloud and delivers the right interaction to the right agent at the right time. The result is a single agent desktop to handle interactions regardless of communication channel, which substantially increases agent productivity and efficiency. Additionally, nGen CIM Suite 8.3 offers supervisors a single point of administration and reporting capabilities, which cut operational costs.

The core search functionality of nGen Knowledgebase 8.3 has been enhanced with intelligent search capabilities, offering more relevant results for agents and customers. Advanced search tuning options allow content administrators to define the customer search experience based on business requirements. The existing federated search has been expanded to include a broader set of content sources including forums, wikis, communities, and internal data sources.

With nGen CIM Suite 8.3, customers also have complete flexibility and control of the user interface. This ensures branding and messaging are consistent with corporate policies. Additional features include complete localisation and data encryption.

The award-winning nGen CIM Suite is available on-premise or on-demand. The modules of the suite are nGen Knowledgebase, nGen Chat, nGen Email, nGen Answer, nGen Click to Call, nGen CoBrowse, nGen Phone, and nGen Community.