Just what this industry needs: Moxie
1. vigor; verve; pep.
2. courage and aggressiveness; nerve.
3. skill; know-how.
Today is a big day for one of TSIA’s long time partners, the new Moxie Software–formerly nGenera/Talisma, known for their customer information management (CIM) multi-channel customer service and knowledge management solutions. Today’s announcement was more than just a rebranding of the company, it is also a major realignment of solutions that I think is good news for technology buyers–especially those interested in bridging the gap between internal and external communities.
When nGenera acquired Talisma back in 2008, the company thoughtfully kept the new division separate from nGenera corporate, known for enterprise collaboration solutions and consulting. Clearly there were great synergies between the two groups, but nGenera was still building out their Spaces solution, and the new nGenera CIM division was hit with criticism by some industry analysts that the nGenera executive team, mostly known as a consulting group and Web 2.0 ‘think tank,’ didn’t have the chops to run a packaged software company.
nGenera CIM did absolutely the right thing–they continued to deliver on their roadmap, making some key functional announcements as well as some strategic OEM relationships that further built their reputation for multi-channel service, and they continued to close some major deals, often taking business from other best of breed players.
I have railed in the past about a fatal flaw in the strategy of leading community platforms which focused solely on customer communities, ignoring employee communities because they couldn’t make enough money on page views with internal audiences. But anyone who understands customer communities knows that employees are a critical piece of the customer community, and fostering a vibrant employee community that can share information and collaborate with customers is a critical piece of the Web 2.0 vision. And the vendors who did offer employee communities were just reselling the platform used for customers. But don’t internal communities have some unique requirements?
The new Moxie Software bridges this gap, bringing together nGenera’s Employee Engagement Spaces with Talisma’s Customer Engagement Spaces, creating a seamless end-to-end collaboration platform. I won’t repeat the whole announcement, but there are a couple of great value-adds in the Moxie vision, including Social Policy Management and social search (listening and sentiment analysis), which are two of the ‘bleeding edge’ topics discussed by technology buyers today.
If anyone has concerns that the people who so successfully brought the last few versions of nGenera CIM to market would be displaced with this reorganization and rebranding, check out the Moxie executive team. Nikhil Govindaraj, Vice President of Products for nGenera CIM, is now VP of Products for all of Moxie. And Tara Sporrer, VP, Marketing and Sales Operations for nGenera CIM, also transitioned to running marketing and sales operations for all of Moxie. Congratulations to you both!
I wish Moxie Software all the best with the new name, new direction, and renewed energy. And as always, thanks for reading!