nGenera’s Live Chat software provides customers personalized live help at the point of need and improves your sales performance. Learn more about our online customer support by contacting us today.

1. nGen Chat
Real-Time Live Support with One Click
THE BUSINESS PROBLEM capabilities are some of the benefits
that make NGen Chat one of the
Whether you’re a financial institution, a
strongest contact center chat
university, an insurance firm or an online
applications.
retail store, your customers rely on your
Web site for assistance. Are you providing NGEN CHAT BENEFITS
them with the best online experience? How
Improve Sales Performance:
many of your customers do you lose because Proactively engage customers with
they are unable to get immediate answers rules-based chat invitations. Robust
“The Web site was to their questions? What is your current reporting tools show Chat ROI in one
officially launched abandonment rate? Knowing this click.
using [nGenera] as information is essential, finding a solution is
Provide an Exceptional Customer
critical. Live chat software is fast becoming
the online chat the preferred communication channel for
Experience: Help customers at the
point of need using form completion
enabler. It was the Web customers. Today, to compete in an
assistance and co-browsing
right product, at the increasingly Web-centric world, providing
functionality.
customers with immediate online assistance
right price, and at the point of need will provide an Increase Agent Productivity: Agents
provided excellent extraordinary online experience, give your become an extension of your sales
customer service." company an edge, and surpass the force by pushing up- and cross-sell
competition. opportunities. Quickly react to high-
value visitors by using rules to
--Nutrisystem.com THE NGENERA CIM SOLUTION identify great leads.
A component of nGenera’s Customer Protect Customer Data: Enhanced
Interaction Management (CIM) Suite, nGen security features overwrite sensitive
Chat is the cost-effective way to instantly customer information (for example,
serve customers through an increasingly credit card and social security
popular communication channel. Chat gives numbers) from all chat transcripts.
your agents the tools to provide excellent Support PCI compliance using chat
support, increase your sales, reduce your transcript masking.
costs, monitor your Web site, and get to Consistent Interaction: Ensure
know your customer base—providing an consistent, branded communication
exceptional customer experience. through knowledge integration and
Customers are satisfied because they canned responses.
receive personalized help at the point of Intelligent Agent Interface: Support
need without having to pick up the phone multiple simultaneous chats per
and wait in a queue for the next available agent; direct chat sessions to the
agent. Improved agent productivity, appropriate agent with intelligent
powerful reporting tools, and proactive chat routing rules.

2. KEY FEATURES
Text Dialogue and Co-browsing
Power and Scale: Reactive chat from Web site links Supervisory Functions
nGenera CIM powers Proactive chat initiated per dynamic Audit chat sessions in progress
four of the largest chat rules Full timer and load level dashboard
Visitor click-stream history Real time, custom, and historical
implementations in the Co-browse order forms, reporting, featuring queue stats,
world, accounting for knowledgebase, and shopping carts active sessions, and workload
more than four million with customer Manage and monitor agent chats
Customer Timeout feature allows agent for training and quality
chat sessions per to initiate prompt asking if customer Whisper and take-over
month. would like to continue chatting functionality
Productivity Tools
Complete customer history with Customer Experience
threaded interactions No downloads required
Knowledgebase integration Supports all standard browsers
Comprehensive library of quick On hold presentation scripts
responses Personal support at the point of
Agent to supervisor instant messaging need
Multiple simultaneous chats per agent
Transfer and escalation support