Expand Your Capabilities and Improve Customer Service

                                      Management gains access to both in-depth         ...
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Customer Service Software for Financial Services


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Financial institutions need the highest quality online customer service to support customer needs. nGen CIM offers live chat, click to call, email management and knowledgebase software.

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Customer Service Software for Financial Services

  1. 1. NGENERA CIM for FINANCIAL SERVICES Expand Your Capabilities and Improve Customer Service INDUSTRY OVERVIEW DELIVERING INTELLIGENT Retail banking is faced with fierce competition CUSTOMER SERVICE in gaining new customers. Customer Customer Interaction Management (CIM) expectations are rapidly evolving and growing is the practice of delivering an exceptional due to advances in technology. With self- online customer experience through all service banking fast becoming the norm, channel interaction touch points – phone, online banking has quickly become the easiest email, chat, and the Web. nGenera CIM way for a customer to start a relationship with a for Financial Services delivers the bank and maintain their banking service needs. technology to provide a level of service to customers that will protect your brand and With commoditization prevalent in the banking increase market share. nGenera CIM’s nGenera CIM is the industry, banks must capture and retain software solutions provide retail banks customers by providing an exceptional online with a 360 degree view of the customer for leading technology customer experience that surpasses their every channel interaction including: provider for more than competition. As consumers and business half of the largest customers increasingly move to online • nGen Knowledgebase financial services channels driven by increasing Internet • nGen Email adoption, real-time Web assistance will • nGen Chat institutions in the world. become the most critical requirement for • nGen Phone improving sales as well as post-sales customer • nGen Click to Call service. WHY NGENERA CIM? In addition, online Financial Services nGenera CIM’s flexible architecture gives transactions are becoming increasingly valued you the ability to leverage existing and complex. Customers are demanding the customer data for a complete customer highest levels of security, sophisticated view. The nGen CIM Suite enhances support, and immediate response to inquiries customer satisfaction through self-service, before adding products or completing an assisted service, and proactive service application. To ensure success, banks must offerings. With CIM, it’s simple - customers demonstrate to the customer they want their choose the communication channel they business, understand their financial needs, and prefer. Agent productivity and response will protect their information with the highest quality increases through automated level of security. functions, knowledge-enhanced solutions, and an organized, single window view.
  2. 2. NGENERA CIM for FINANCIAL SERVICES Management gains access to both in-depth NGENERA CIM’S CUSTOMERS tactical dashboards and big-picture strategic nGenera CIM is the leading technology reports, driving consistent improvement. provider for more than half of the largest financial services institutions in the world. nGenera CIM’s customers include Citibank, Royal Bank of Canada, Bank of America, Fidelity, ING Direct, Barclays Capital, JP Morgan, BECU, Scotia Bank, HSBC, GE Capital, Citadel, SEI Online Banking adoption Investments, Coast Capital Savings, Juniper Bank, AIM Investments, EMI will grow by 55% in the Capital, Hubb Financial Group, eSignal, next 4 years; 72 million Aviva, HDFC, and more. households will bank online by 2011. ABOUT NGENERA CIM --Forrester Research nGenera Customer Interaction Management (CIM) is the global leader in next-generation customer experience KEY BENEFITS solutions. Customers report increased customer satisfaction and measureable • Increase conversion rates of online cost savings within six months of applications deployment. With 250% customer growth over three years, more companies trust • Channel flexibility – customers choose their customer experiences to nGenera their channel of preference – email, Customer Interaction Management. For chat, phone or the Web more information, visit • Provide agents and branch employees with a complete view of customer interactions across all channels • Increase profit margin by understanding customer interest in additional products and services • Lower costs by providing automation and self-service World Headquarters International Headquarters 3015 - 112th Avenue NE, King George V Place Suite 100 4, Thames Avenue Bellevue, WA 98004 Windsor Phone: 425.250.4900 Berkshire Toll free: 888.462.3484 SL4 1QP Fax: 425.250.5000 Tel: +44 (0) 870 904 1122 Email: Fax: +44 (0) 870 904 1123 © 2009 nGenera Corporation