nGen’s Click to Call Improves Customer Interaction

1. nGen Click to Call
Eliminate Long Hold Times and Improve Customer Satisfaction
THE BUSINESS PROBLEM nGenera CIM’s other interaction
channels—such as Chat, Email, or Phone—
In the past ten years the Internet has grown
to create a seamless cross-channel
to become a pervasive and significant medium
customer service experience.
in consumers’ lives. This presents a problem
for businesses as they strive to adapt in order
to meet the increasing service expectations of
NGEN CLICK TO CALL BENEFITS
their customers. Not long ago it was standard Easy to Implement: Phone agents
practice to conduct all business either in handle calls initiated from your Web
person or over the phone – today the Internet site without additional telephony
Leverage existing has changed the face of business. Your hardware; no software downloads
telephony customers expect your business to respond via required for your customers.
their communication channel of choice. Never
infrastructure while has there been such an acute need to offer Increase Customer Satisfaction:
enhancing your call and integrate call center solutions to satisfy Mitigate Web site abandonment by
center and engaging online buyers and minimize web site helping customers through shopping
abandonment. pain points; customers do not need
your customers.
to pass through an IVR menu to reach
THE NGENERA CIM SOLUTION an agent.
A component of the nGen Customer
Interaction Management (CIM) Suite, nGen Improve Agent Efficiency: Increase
Click to Call is an exceptional way to surpass time-to-resolution using
your customers’ expectations while sophisticated routing that matches
controlling your operating costs. nGen Click the customer with the most
to Call allows your web site visitor to request appropriate agent.
a call-back; nGen CIM then routes that
request to the most appropriate agent based Decrease Operational Expenses:
on business rules and parameters that you Because your existing telephony
choose. nGen Click to Call offers you another infrastructure is leveraged, there are
channel of communication, yet leverages the no additional per-minute fees.
hardware you have previously established in
your call center. As a standalone solution, Meet Your Business Objectives:
nGen Click to Call enhances your customer Customize to your business rules and
service offering by presenting the Click to Call SLAs; the results are maximized time
icon in precisely those situations that create with high-value customers and the
the highest value for your company – for ability for agents to initiate cross-sell
example, priority customers or those with and up-sell opportunities.
high-value shopping carts. nGen Click to Call
can also be fully integrated with any of

2. KEY FEATURES
Invitation and Request Management Customer Experience
Reactive invitation from Web site links Customer’s choice to initiate
Proactive Click to Call initiated by interactive chat along with voice
dynamic rules call
Provide your customers Agent always available when
Phone lines not in use until an agent is
with the convenience available customer received call-back (no
of selecting the perfect Customizable out-of-the-box web form call-backs placing customer on
call-back time. for submitting Click to Call interactions hold)
Click to Call requests can be If desired, provide customer with
Sophisticated routing
instantaneous or scheduled based on average wait time for call-back
technology ensures an customer desire and company business Ability to request instant call-back
agent is always rules or schedule for a specific time and
available to help your date
Productivity Tools No software downloads required
customer at their time
Visibility into customer’s click stream Personal support at point of need
of need. Co-browse order forms, knowledge
Prioritize Click to Call interaction
based on dynamic business logic base, and shopping carts with
Review complete customer history in customers
preparation for call No additional phone charges or
Transfer Click to Call request prior to per-minute fees
initiating call
Dynamic Click to Call button based on Supervisory Functions
agent availability Prioritize call-backs over other
Integrated into knowledge base for interactions
quick, precise responses Real-time, customer, and historical
Configurable interactions workflow reports
Close or reschedule call-back based on Leverage existing telephony
customer availability at time of call infrastructure for quality
monitoring