Ngenera's Lauren Hall-Stigerts on New Contact Center Technology and How it Improves the Customer Experience

Companies are now operating in the age of the social customer. There’s a new growing market for providers of social customer relationship management solutions like nGenera, a solution provider for the collaborative enterprise. We recently interviewed nGenera’s marketing communications manager Lauren Hall-Stigertz, attendee at the recent BPT Partners Social CRM Summit in Atlanta, to find out what the buzz was about.

nGenera CIM software addresses the different channels that plug into CRM software including email, click-to-call, chat, phone, and now CIM 9 including nGen Social Media and nGen Community. CIM 9's main attributes include social self-service, sentiment analysis technology, knowledge based search, "co-browsing" for contact centers and scalability.

In this podcast Hall-Stigertz provides case studies including computer hardware and software online retailer Newegg.com--nGenera helped Newegg improve contact center ROI and customer experience.

nGenera's recently released new tool CIM 9, (Customer Interaction Management) allows organizations looking to create a more holistic and powerful strategy to interact with their social customers.

Hall-Stigertz recently joined Customer Management IQ for a podcast to explain the buzz around nGenera’s CIM 9. She talks to us about how CIM 9 helps organizations achieve ROI on social business strategies. In this podcast we also address new social channels, enhancements to existing channels and where the contact center fits within this technology landscape.