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cim.ngenera.com

3015 112th Avenue N.E., Suite 100
Bellevue, WA 98004
(425) 250-4900

Solutions:

nGen Knowledgebase, nGen Chat, nGen Email, nGen Answer, nGen Click to Call, nGen Phone

Winner Spring 07
Innovation in Offer Management

Finalist Fall 06
Innovation in Optimization

Company 360
Revenues:	Private
Installed Base:	828
Employees:	250
Deployment:	Both

Customer References
Aetna, AOL, Aviva, Bank of America, Canon, ChevronTexaco, Citibank, Comcast, Daimler-Chrysler, Dell, DHL, Ford, Microsoft

John Ragsdale Commentary

nGenera’s nGen Customer Interaction Management (CIM) platform includes support for phone, email, chat and Web self-service, with a fully integrated knowledgebase, a customer discussion forum, and federated, analytic-based searching across all product modules. nGenera’s acquisition of Talisma in 2008 brought a healthy dose of innovative Web 2.0 capabilities, particularly in the area of collaboration, to the popular Talisma customer service suite. All modules continue to be available in both on-premise and SaaS deployment options.

Functional Coverage

	eService
	Web Collaboration
	Proactive Chat
	Email Response Management
	Agent Knowledgebase
	Agent Diagnostic Tools
	Customer Knowledgebase
	Customer Self-Service Problem Diagnostic/Self-Healing
	Forums
	Remote Control/Remote Diagnostic/ Self-Healing

	Field Service
	Field Agent Scheduling/Dispatch
	Parts Inventory/Logistics Tracking
	Wireless Field Service

	CRM
	Case Management
	Entitlement
	SLA Tracking
	Customer History
	Upsell/Cross-Sell

	Contact Center
	Skills Based Routing
	Work Force Optimization
	Quality Monitoring
	Learning Management System
	Voice Self-Service
	Survey Management

Business Consultants

Solutions:

Company 360

Customer References

John Ragsdale Commentary

Functional Coverage