nGen Email provides a cost-effective email management solution to handle high volumes of customer emails. It allows agents to [1] respond rapidly and securely to emails through intelligent routing rules, automatic categorization, and suggested responses. [2] It improves agent productivity by allowing them to view multiple emails and email chains at once. [3] Sophisticated reporting and real-time dashboards help optimize contact center performance.

1. nGen Email
Offer Personal Touches with Professional Power
THE BUSINESS PROBLEM NGEN EMAIL BENEFITS
As more customers choose email as their Respond Rapidly, Accurately, and
preferred method of communication for Securely: 24x7x365 communication,
inquiry resolution, customer contact authentication and HTTPS
centers will become inundated with connections, intelligent routing rules,
managing and answering customer email automatic categorization, suggested
inquiries. Consequently, response times responses, and managed escalations.
will be measured in days rather than
minutes and can cause immense customer Improve Agent Productivity:
"[nGen] Email frustration. To assure customer satisfaction, Streamline agent operations with
guarantees that our companies must prepare their contact expanded workspace capabilities. An
centers by deploying an email management agent can view 50 emails at a time
guests’ requests are solution that will both cut costs and and view up to 5,000 emails in their
addressed in a respond to the increasing volume of email. mailbox. Support multiple email
personable and chains in multiple mailboxes. Full-
THE NGENERA CIM SOLUTION text indexing of emails increases the
timely manner, as
A component of nGenera’s Customer speed of email retrieval—and
consumers expect Interaction Management (CIM) Suite, nGen decreases the time to resolution.
emails to be treated Email is a flexible, cost-effective email
Measure and Optimize
as promptly as phone management automation system designed
to administer large volumes of incoming Performance: Sophisticated
calls." email. With an easy-to-use interface, reporting tools optimize contact
agents see a complete view of each center operations, such as reporting
on which preset responses are most
-–Carnival customer’s history across multiple emails
and multiple channels. nGen Email also commonly used. Real-time
Cruise Lines enhances agent productivity and quality of management dashboards, agent
interactions through automatic responses timers and extensive management
using nGen Answer, pre-scripted responses, reports; ‘Quality Control Outbox’
and optional Knowledgebase integration. configuration.
According to a Jupiter Research article
titled Justifying the Costs of Technology, nGen Answer: Immediately reduce
“Companies that deploy email automation the number of customer emails that
systems are able to handle 54 percent more require agent action with automated
email inquiries per hour than those with response technology. Reply to
customer build applications, and 63 percent incoming email in less time with less
more than companies using business overhead and fewer agents despite
applications.” increasing volumes of inbound email.

2. KEY FEATURES
Intelligent Rules and Routing Manager Functionality
Configurable routing based on subject Customize agent and supervisor
lines, Web form or email content desktops
Automatic response and categorization Real-time, historical, and custom
Intelligent routing, an
engines reporting on active emails, inbox
intuitive user Configurable transfer and escalation content, and response times
interface, and rules Configurable “Quality Control
Outbox” can hold selected emails
powerful knowledge
Productivity Tools for supervisor review
and productivity tools Generate automatic Easy, point-and-click
empower agents to responses/suggested responses administration of agents,
Threaded history across all interaction permissions, and roles
achieve high first time
channels Automatically filter slang and
resolution rates and Knowledge management integration undesired language and content
improved customer Keyboard shortcuts, block editing, and
spell check Audit Trails and Compliance
satisfaction.
Merge fields for easy personalization Content and author information is
Agents can manage multiple emails on time-stamped and stored
multiple timers Complete historical record
Multilingual dictionaries improves customer interactions
and regulatory compliance
Optional Secure Message Portal