Seeing revenue-generating and cost savings successes from customers, and experiencing more business in a tough economy, nGenera has rebranded its Talisma CIM (Customer Interaction Management) Suite to the nGen CIM suite to capitalize on these opportunities. It has also revealed a product roadmap for 2009 that promises timely enhancements to its solution that will drive in more custnnnnnn omers and sales.

 

The nGen CIM Suite modules are now branded nGen Knowledgebase, nGen Chat, nGen Email, nGen Answer, nGen Phone, and nGen Click to Call. All modules continue to be available in both on-premise and SaaS (News - Alert) deployments.

 

nGenera has laid out three timepoints in an nGen CIM product roadmap, the first of which is slated for the end of March, and whose release will focus on search optimization and expanded partner relationships. The new version will also deliver the first in a series of new technologies that bridge the gap between traditional knowledge management and enterprise social networking that will enable firms to provide quality service.

 

Other timepoints down the road, but whose dates have not been announced, includes an opening of the CIM suite’s architecture to customers and ISVs, other new features, and usability and productivity enhancements. 

 

“nGenera’s Customer Interaction Management business is passionate about collaborating with our customers to evolve the nGen CIM suite to meet not only the needs of customers today, but well into the future,” says Wade Pfeiffer, general manager of nGenera CIM.  “Our customers are using our products and services as survival tools in this challenging economy. They are leveraging the nGen CIM suite to generate revenue and cut costs. For example, in 2008, a major hardware vendor generated $59.6 million in revenue in its consumer sales division and saved $5.5 million in its tech support division using our nGen Chat product.”

 

The CIM solution rebranding follows Talisma’s acquisition by nGenera in May 2008 and the sale of the acquired firm’s CRM product and educational line, along with the Talisma brand to Campus Management in November 2008. That move is allowing nGenera to focus on CIM.

 

While there have been reports that CIM tools have not been getting C-suite respect and outlays in contrast to CRM, nGenera’s CIM solutions appears to be getting senior management attention, and their investment OKs. One of the keys is the comprehensive yet modular setup of nGen CIM that allows both suite and individual functionality purchase and deployment that gives firms the flexibility to buy tools that meet their needs at that time and be added to later on. And while budget pressures have in some cases lengthened sales cycles, say company officials, when customers are thinking of spending their dollars in 2009, they are spending it in customer service technology like nGenera’s thanks to a rapid ROI.

 

“We are delighted to help our customers deliver a next generation customer experience with nGen CIM’s powerful capabilities and product roadmap,” adds Steve Papermaster, chairman and CEO of nGenera Corporation.” The nGen Platform, including nGen CIM, offers customers and prospects valuable tools for optimizing customer spend and interaction in today’s challenging economy.”

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