Talisma, a provider of knowledgebase and multi-channel interaction management technology widely adopted by SSPA members, announced today they are being acquired by nGenera (formerly BSG Alliance), a new SaaS software firm that recently launched the “World’s First On-Demand Platform for Business Innovation.” nGenera is not a household name in the customer service industry, but judging by the huge Web 2 buzz at our recent Spring Best Practices Conference, they are a welcome addition to the market.
nGenera’s platform includes some sophisticated web collaboration tools, designed to gather and distill the ‘voice of the customer’ to help companies make innovative changes to products and services. The Chairman of nGenera’s Innovation Network is none other than Don Tapscott, the author of Wikinomics: How Mass Collaboration Changes Everything. Now that’s some serious Web 2 street cred!
As we learned last year launching our own non-profit Services Research Innovation Community, companies recognize the need to innovate to stay ahead of quickly evolving customer requirements and expecations. But change is hard, (more…)