1. nGen Knowledgebase
24x7 Accurate Information for Your Customers and Employees
THE BUSINESS PROBLEM across nGenera CIM’s assisted and self-
service channels, improving service
It’s often difficult to find vital company
quality and increasing first contact
information for both enterprises and small
resolution success.
businesses alike. Imagine how your
customer feels if they struggle to find the
NGEN KNOWLEDGEBASE BENEFITS
information they need. Today, more
customers and businesses rely on the Web Low IT Overhead: Easy-to-use Web
instead of customer service agents as a interface for administrators and
primary resource for providing information. content managers extends and grows
“The numbers are Maintaining accurate information and with your enterprise.
impressive. managing this data can require a company
to employ expensive resources such as IT Self Service Portal: Deflect inquiries
Comparing the six- professionals, Web designers, and away from call center agents to the
month period before developers. By deploying a robust and Web.
the KB launch to the powerful knowledge management solution,
Increase Agent Productivity:
your company will realize the benefits of
six-month period increased agent productivity, improved
Sophisticated technology simplifies
search queries and allows the agent
after the KB launch, overall customer satisfaction, and reduction
to find documents quicker and more
Efficient Networks of data management overhead.
accurately.
technical support THE NGENERA CIM SOLUTION
Consistent Relevant Information:
experienced a 34% A component of the nGenera Customer Assures retrieval of current
decrease in support Interaction Management (CIM) Solution, information; centralized, easily
nGen Knowledgebase provides around-the- accessible repository for subject
calls.”
clock access to a scalable Web-based matter experts.
application where organizations store and
-– Siemens publish data, content, and help files for Powerful Reporting: Measure article
Internet and intranet environments. retrieval satisfaction, searches, and
Flexible article access, robust review ROI with standard and customized
workflow, and simple authoring enhance reports.
the centralized knowledge repository.
Conduct Lead Generation Programs:
Powerful reporting indicates which articles
Place, track, and report on
users seek and what information is
advertisements and promotions.
unavailable, driving continuous
improvements. Praised by customers and Save Time: nGen Knowledgebase
industry analysts alike for its ease of use accepts most file formats and
and reporting functionality, nGen documents so format conversion is
Knowledgebase is completely integrated not required.

2. KEY FEATURES
Content Creation Tools Complete Portal Framework
Configurable workflow engine for Public portal for unrestricted
article authoring access
Powerful WYSIWYG HTML editor Registration portal to track access
nGen Knowledgebase is
Add attachments to articles Secure portal for controlled
a flexible, scalable Instant publishing capabilities and permission access
Web self-service tool import flexibility Personalized portal displays topical
Future availability and expiration articles and alerts upon login
with an easy-to-use
features Offline portal to support remote or
interface for customers disconnected users
and users. Minimal IT Find Information Easily Article subscription system
involvement assures an Search by keyword, attribute, language
Supports remote searches Powerful Reporting
overall lower total cost Intuitive category searches Customer inquiry submission
of ownership. ‘Smart Synopsis’ provides access to Search results reporting
most relevant articles Dynamic ROI results
‘Solution Finder’ guides customers Article usage tracking
through questions
Over 100 languages can be recognized
by the search engine when scanning
articles