Betsson Delivers High-Speed Customer Service with nGen Chat.Real-Time Chat Tool from nGenera Customer Interaction Management Provides Instant Assistance to Gamers across Europe BELLEVUE, Wash. -- nGenera Customer Interaction Management (CIM (1) (Computer-Integrated Manufacturing) Integrating office/accounting functions with automated factory systems. Point of sale, billing, machine tool scheduling and supply ordering are part of CIM. ), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced Betsson, one of the world's largest and most successful gaming websites, has doubled its capacity to handle customer queries without increasing staff using nGen Chat. The advanced online chat tool is enabling Betsson to provide live, 24-hour assistance to online gamers across Europe while delivering a 30 percent reduction in average resolution times and reducing telephone queries by as much as 40 percent. Betsson has implemented nGen Chat across its customer service team, which provides support in 14 languages for customers from over 20 countries. Through the "Chat With Us" link on its Web site, Betsson gamers can request an instant chat session with a support agent rather than calling the team and waiting on hold in a queue Pronounced "Q." A temporary holding place for data. See queuing, message queue and print queue. (programming) queue - A first-in first-out data structure used to sequence objects. Objects are added to the tail of the queue ("enqueued") and taken off the head ("dequeued"). . The intuitive tool automatically directs the request to an agent with the appropriate knowledge and language skills, ensuring that customers receive rapid and effective support. The easy-to-use nGen Chat interface makes it easy for agents to hold live assistance sessions. Agent productivity features such as configurable keyboard shortcuts
A keyboard shortcut (or accelerator key, shortcut key, hot key, key binding, keybinding, , Frequently Used Sayings, and a library of quick responses have contributed to an overall reduction in handling time. However, while the tool creates additional efficiency within the customer services team by enabling a single agent to hold up to eight chats at once, Betsson has made a strategic decision to keep the number of simultaneous sessions to a minimum to ensure every customer receives a highly personalized per·son·al·ize tr.v. per·son·al·ized, per·son·al·iz·ing, per·son·al·iz·es 1. To take (a general remark or characterization) in a personal manner. 2. To attribute human or personal qualities to; personify. interaction. "nGen Chat has transformed our support services support services Psychology Non-health care-related ancillary services–eg, transportation, financial aid, support groups, homemaker services, respite services, and other services operation, with more than 40 percent of customer queries now handled through live chat sessions," said Megan Easey, Head of Customer Support at Betsson. "Chat is a highly cost-effective way for us to interact with customers, who receive rapid support without running up their phone bill. We have been very impressed im·press 1 tr.v. im·pressed, im·press·ing, im·press·es 1. To affect strongly, often favorably: with the capabilities of nGen Chat and the level of customization and flexibility in the system. Feedback from our agents has been incredibly positive, as the tool is easy to use and empowers them to deliver the high levels of service our gamers expect." As well as assisting front-line agents, the nGen Chat reporting system is also providing Betsson's management team with valuable insights into its online customer service. As a result, they can better plan agent resourcing, understand the nature of customer queries, and monitor the performance of the team in resolving queries. "The results being reported by Betsson are truly impressive, and our retail, financial services The examples and perspective in this article or section may not represent a worldwide view of the subject. Please [ improve this article] or discuss the issue on the talk page. , and high technology customers are reporting similar results. This is due to a growing preference for chat as a communication channel," said Wade Pfeiffer, General Manager of nGenera CIM. "With nGen Chat, our customers can deliver an exceptional customer service experience while delivering rapid ROI (Return On Investment) The monetary benefits derived from having spent money on developing or revising a system. In the IT world, there are more ways to compute ROI than Carter has liver pills (and for those of you who never heard of that expression, it means a lot). ." About nGenera Customer Interaction Management nGenera Customer Interaction Management 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. About Betsson Betsson offers a wide range of first-class online gambling Online gambling is a general term for gambling using the Internet. This article provides a brief introduction to some of the forms of online gambling, as well as discussing general issues. products and games in a safe and user-friendly gaming environment. Betsson's product portfolio currently includes: Sportsbook, Betting Exchange A betting exchange is a peer-to-peer gambling website acting as a broker between parties for the placement of bets. The concept is similar to that of a stock exchange or a futures exchange, where in this case the commodity being traded is a bet, rather than a stock or futures , Casino, Poker poker, card game, believed to have originated in Asia and first played in the United States in the 19th cent. A traditional cutthroat gambling game at first, it is now also an internationally popular social pastime. , Games, Scratch Cards scratch card n. See scratch ticket. scratch card scratch n → carte f à gratter , Bingo and Trader. Sportsbook, Betting Exchange, Casino, Scratch Cards, Games, Turkish Poker and Bingo are operated by Betsson Malta Limited, a company in the Betsson Group, under a licence granted by the Malta's Lotteries and Gaming Authority under the Remote Gaming Regulations (LN 176/2004). Betsson Poker is operated by Betsson Malta Limited and powered by Ongame Network Ltd, which has a network license issued by the Gibraltar Government. |
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