Katie Evans , Managing Editor, International Research
nGen Email Will Improve Customer and Partner Communication for Sexy, Adventurous, Trendsetting Retailer
Bellevue, Wash. ¨C August 26, 2009 ¡ª nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced leading retailer GUESS has selected the company¡¯s solutions to power online interactions. nGen Email is the first online interaction channel GUESS is deploying which will enable them to quickly and accurately respond to the growing number of emails from customers and business partners.
The selection of nGen Email is the first in a series of strategic initiatives planned by GUESS to offer customers and business partners multiple options for interacting online. After rigorous evaluation of technology options, GUESS selected nGen Email because it is part of an integrated suite of customer interaction management solutions that includes nGen Knowledgebase nGen Chat, nGen CoBrowse, nGen Click to Call, nGen Phone and nGen Community. nGen Email offers Guess a powerful email management solution that agents can learn quickly and begin using immediately. Additionally it will meet the current needs and will scale to meet future needs.
¡°We understand that the Gen Y generation prefers to interact online and finding the best customer interaction management solutions was very important to our strategy,¡± said Mike Relich, CIO at Guess. ¡°nGenera CIM offered us the email management solution we needed immediately and options we wanted for adding additional interaction channels in the future.¡±
¡°We are excited to add GUESS to our ever growing list of retail customers,¡± said Wade Pfeiffer, General Manager of nGenera CIM. A component of nGenera¡¯s Customer Interaction Management (CIM) Suite, nGen Email is a flexible, cost©\effective email management automation system designed to handle large volumes of incoming email. With an easy©\to©\use interface, agents see a complete view of each customer¡¯s history across multiple emails and multiple channels. nGen Email also enhances agent productivity and the quality of interactions through automatic responses using nGen Answer, pre©\scripted responses, and optional Knowledgebase integration. According to a Jupiter Research article titled Justifying the Costs of Technology, ¡°Companies that deploy email automation systems are able to handle 54 percent more email inquiries per hour than those with customer built applications and 63 percent more than companies using business applications.¡±
About nGenera Customer Interaction Management
nGenera Customer Interaction Management (CIM) is the global leader in next-generation customer experience solutions. Customers report increased customer satisfaction and measureable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Canon, Dell, eBay, Epson, Ford, Microsoft, P&O;, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint. For more information, visit www.ngenera.com/cim.