nGenera CIM Launches nGen CIM Suite Version 8.3
I had a chat today with Christopher Musico, Assistant Editor at CRM Magazine about yesterday’s announcement that nGenera CIM, formerly known as Talisma, has released version 8.3 of their Customer Interaction Management suite. I had a deep dive with the nGen CIM gang back in February about their short and long term product roadmap (something few software vendors are willing to discuss in detail with analysts), and it is good to see them delivering on that vision.
For me there are three key elements in version 8.3:
- Search engine optimization. nGen CIM took a huge step forward last fall when they incorporated an OEM of intelligent search vendor Autonomy into their suite, providing ‘best of breed’ searching–a key differentiator in this market. Version 8.3 includes additional sophistication for search, with more tuning options and a broader array of content sources supported, so your knowledgebase search can now also execute a federated search of external libraries, forums, wikis, and other content sources.
- Integration connectors. I hear almost every day from support managers about how hard it is to build and maintain application integrations. The “360 degree view of the customer” seems a myth to most companies, who find that trying to bridge customer data and processes across multiple entitlement, case management, multi-channel and self-service tools is all but impossible. In version 8.3, nGen CIM is shipping with a library of connectors to common CRM, ERP and case tracking tools (including BMC Remedy, Microsoft, Oracle, Salesforce and SAP) from integration specialist Cast Iron Systems. Not only should this ease integration woes, but it also speaks well of nGen CIM’s scalability to have packaged connectors to the biggest names in CRM and ERP.
- Next-generation telephony integration. Another technology concept that remains a myth to most companies is the “universal queue,” meaning regardless of the customer channel (phone, chat, email, self-service, forum, Twitter, on and on) you can proactively manage the routing and track the progress of every interaction. In Version 8.3, nGen CIM offers a true universal queue via integration with Cisco’s Unified Intelligent Contact Management (ICM), a combination of multichannel contact management, intelligent routing, and network-to-desktop CTI capabilities that virtualize contact center routing, reporting, and integration. This will give nGen CIM a competitive edge for prospects using Cisco’s popular platform.
The nGen CIM Suite (which includes the following modules: nGen Knowledgebase, nGen Chat, nGen Email, nGen Answer, nGen Click to Call, nGen Phone, nGen CoBrowse, and nGen Community) is available in either on-premise or on-demand.
nGenera CIM tells me they are still on track with the longer term roadmap we discussed earlier this year, including the next release which will include on some Web 2.0 collaboration tools developed by their parent company, nGenera. If you would like more information about nGenera CIM Suite Version 8.3, please add a comment or shoot me an email. And as always, thanks for reading!