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. “Genera 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’.”