nGen Phone is a software solution that merges customer interactions from different channels into a single desktop interface for call center agents. This allows agents to see a customer's full interaction history across all channels in one window. This improves customer satisfaction by giving agents more context and personalizing each call. It also boosts agent productivity by minimizing time spent switching between applications or looking up information. Managers benefit from dashboards and reports that help measure performance and ensure service level agreements are met. The solution integrates with existing call center infrastructure to provide a centralized desktop for routing calls, tracking agent status, and generating reports.

1. nGen Phone
Merge Cross-Channel Interactions into a Single Desktop
THE BUSINESS PROBLEM NGEN PHONE BENEFITS
Telephone calls are an expensive way to Increase Customer Satisfaction:
communicate with your customers, and can Furnish agents with history and cross-
often lead to customer frustrations. Quite application context, route calls to
often, customers only have one or two the proper agent automatically;
quick questions they need assistance with. personalize each call with agent
Long wait times aggravate customers, screen pops
challenge agents, and diminish satisfaction.
Furthermore, once a customer connects Boost Agent Productivity: Single-
“We have over 250 with a real person, unorganized data in window data view, minimize holds
agents in three call multiple systems and limited access to and multi-application look-ups,
centers. [nGen] interaction history puts the agent on an reduce agent downtime with expert
island. Faced with this environment, the queuing and routing
Phone helped reduce mandate to cut costs and improve customer
agent callbacks by satisfaction is difficult to achieve.
Measure, Manage, and Succeed:
over 25%.” Improve SLAs easily with dashboards,
THE NGENERA CIM SOLUTION
timers, and reports; leverage deep
nGen Phone empowers companies to cost- integration with existing
--nGenera CIM
effectively merge data from disparate infrastructure for cross-platform
Telecom Client systems and thread the entire interaction reporting
history. Agents can instantly see all
previous contacts and relevant data across Central Desktop Control: CTI
all channels. Customers interact with integration, includes screen pop
agents who can put all previous calls in to
context, building on previous interactions.
Productivity increases, transfers and
callbacks decline. This holistic customer
view not only improves customer
satisfaction, it truly enables long-lasting
relationships.

2. KEY FEATURES
Soft Phone Functionality Productivity Tools
Hardware neutral, leveraging previous CTI screen pop
investments Integrate with other systems in a
Caller ID enabled screen pops single window
nGen Phone presents Accept, reject, transfer, hold, and Single agent sign-on
conference calls Multilingual desktop
caller ID, history, and
Automatically update agent status in Threaded caller history across all
other records in one the ACD system and the reports interaction channels
window. Record and retain date and time
Supervisor Tools stamped call files with agent notes
Full timer and load-level dashboards Web call-back, enables customers
Non-technical management of agent to be contacted when they choose
permissions, roles, and team
assignments
Extensive real-time, historical, and
custom reporting
Email delivery of scheduled reports