nGenera CIM Launches CIM 9 with Social Service Focus

One of the realities of high tech is high employee turnover, especially in sales and marketing roles. The grass always looks greener, and a job change usually means a decent salary bump and title change. I was thinking about this when I received my pre-briefing on nGenera Customer Interaction Management (CIM) 9, which launched today. I’ve seen a lot of demos in my time, and this was pretty impressive. Not only for the functionality, which I’ll get to in a minute, but even more so because of Nikhil Govindaraj, Vice President of Products at nGenera CIM, who drove the product briefing and demo. Nikhil started at nGenera CIM (then Talisma) in 2000 as a program manager, and has worked his way up through the business in sales and sales engineering roles before assuming his current role, responsible for Product Management and Engineering functions for the nGenera CIM product line, last year.

With a decade of customer facing roles at nGenera, Nikhil knows his customer. He’s heard every criticism and wish list first hand; he understands the balance between fulfilling tactical customer requests with pushing the envelope on market-leading capabilities. It was really enjoyable to have a briefing with a product person who knew the product so deeply, as well as the back story for every feature. He is also a great presenter, so check out the next nGen webcast you see advertised, Nikhil will probably be presenting. You can also see him in action in a video on the nGen CIM 9 launch page.

Today’s nGen CIM 9 launch was interesting because they focused on customer success, not marketing. Beta customer KMD, the largest IT company in Denmark, presented case studies of launching nGen Knowledgebase,  nGen Community and nGen Social Media in a variety of government services, technology support, utilities, consumer financial services, etc., all with great success (including publishing articles from the knowledgebase to Twitter and Facebook). Nice to hear from a customer, especially for a new release.

nGen CIM 9 includes new or enhanced capabilities in the following areas:

  • nGen Community: nGen CIM has extended their forum capabilities into a full community offering, including wikis, reputation modeling, discussion forums with good management tools, and the integration with the popular nGen Knowledgebase means community-generated content is fed back into the knowledge base and can be accessed by users through federated search.
  • nGen Social Media: This release enables customer support via popular social networks such as Twitter, Facebook, and YouTube, including some cool sentiment technology that prioritizes and routes incidents using a sentiment score, so frustrated customers can be sent directly to a senior agent.
  • nGen Knowledgebase search: nGenera CIM has expanded its federated search capabilities to include knowledge-base content, Web site content, file server content, and now with CIM 9 nGen Knowledgebase, database and social content has been added to the search. For more information on nGen’s intelligent search, check out my new research report, “Intelligent Search Market Overview: Three Search Technology Markets Converge to Streamline Information Access.”
  • nGen CoBrowse: One of the few multi-channel players to embrace remote control/co-browse, nGen CoBrowse allows support techs to engage customers in collaborative CoBrowse sessions to help them complete purchases or solve complex issues.
  • nGen Survey: Having a survey module as part of a multi-channel platform seems a ‘must have’ to me, it allows you to create granular rules about surveys by channel and account with zero integration costs. nGen Survey is a completely integrated post-interaction survey module, so nGen customers don’t need additional survey tools.
  • Enterprisabilty: In deals for large accounts, nGen has sometimes faced FUD from competitors about their mid-market roots. To put to rest any question about scalability, nGen CIM 9 features architecture enhancements that ensure scalability, and new administration features to streamline management of large, globally distributed support agents.

I wish nGenera great success with their launch, and I hope all of you shopping for multi-channel and social service tools will check them out!  Thanks for reading.

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7 Comments on “nGenera CIM Launches CIM 9 with Social Service Focus”

  1. Thanks for the overview, John! Lots of (good) excitement in the office today. We’ll see you at TSW in a month!

  2. John,

    I did a shorter, similar write-up on nGenera — and what do you know, I also claimed that Nikhil and Tara (originally from eAssist in my world) were the key reason the product is what it is.

    I also wish them success, I think it is interesting that they are bringing this product into this market, it will provide a great competition in it.

    Nice write-up.

  3. […] right people (the experienced eAssist and Talisma team) to manage the life of the product (updated: John Ragsdale thinks likewise).  Very smart move, and cannot wait for the future releases to see where they take the product. […]

  4. Hi John – Thanks for your review of our nGen v9.0 launch. We are pumped about this release, and how it integrates the broader nGenera vision.

    I also greatly appreciate your recognition of the team here … we bet big on this team a year ago and they delivered in a huge way. I concur with your praise of Nikhil, as well as Esteban’s recognition of Tara as well. Not to be left out, Wade Pfeiffer did an incredible job leading the entire CIM team to this point, and the other leaders on the that stepped up to deliver deserve recognition for their support and contribution.

    We believe the best is yet to come from this group, as we begin to do more integration of our Collaboration Server services into the CIM suite.

    Thanks again for the recognition, and we intend to bring the proof forward to you and other in customer success examples on the new offering!

  5. Geeta Says:

    Wishing nGenera and Nikhil all the best!
    Nice write up!

  6. jragsdale Says:

    Thanks for all of the comments, I agree that Tara and Wade have been monumental in all the progress made in the last year. I would also give kudos to Ann Reichert, who is one of the most tenacious marketing and PR people in the industry.

    • Thanks John … there is indeed a long list of people behind this release and I wouldn’t want to consume your blog to recognize everybody, but appreciate your shout-out. Yes, Ann is awesome!

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