Contact Center Solutions Featured Article

December 05, 2008

NGenera Announces Profitable, Growing Q3

By David Sims


NGenera has revealed that its Talisma Customer Interaction Management software customer base has grown, and the company has sold additional Talisma CIM products and services to existing customers. This has enabled overall revenue growth for the third quarter, compared to the same period last year. 
 
The Talisma CIM suite is part of nGenera’s overall nGen Customer portfolio, which includes a combination of applications, research and education programs, and advisory services from gurus like Don Tapscott, author of Wikinomics and current best-seller Grown Up Digital.
 
Brian Magierski, executive vice president of corporate development and finance for nGenera, says the company’s customers are using their Customer Interaction Management products to “maintain customer satisfaction as well as decrease cost per interaction.”
 
Among the companies purchasing products and services in the third quarter were Dell (News - Alert), eBay, EMC, Nutrisystem, Pitney Bowes, and Scottrade, according to the nGenerians, who said growth in Q3 was also fueled by product activity. 
 
In August, nGenera announced version 8.1 of its Talisma Knowledgebase (News - Alert), saying the release added enchantments to its search functionality through an OEM agreement with enterprise search vendor Autonomy.
 
In September, the vendor released version 8.1 of its chat and e-mail products. Chat v8.1 includes better capabilities for expediting service transactions, company officials say, as well as Payment Card Industry compliance.  New capabilities for the e-mail product include splitting, e-mail placeholders, and a new Web service for managing e-mail.
 
Last month TMC reported that nGenera divested its non-CIM business to Campus Management Corporation, selling its book of higher education customers and its Talisma CRM software.
 
Talisma CRM sells software for enrollment management, student retention, student services, education finance, alumni relations and IT Helpdesks. Customers include Bisk Education, Duke University Fuqua School of Business, eCollege, Johnson & Wales University, Strayer University, University of Alabama, and University of Nebraska.
 
It wasn’t all that long ago that nGenera bought Talisma, actually, had to be within the past year, let’s see – here we go: In May nGenera Corporation announced its acquisition of Talisma, described at the time as “a provider of Customer Interaction Management software products.”
 
Don’t forget to check out TMCnet’s White Paper Library, which provides a selection of in-depth information on relevant topics affecting the IP Communications industry. The library offers white papers, case studies and other documents which are free to registered users. Today’s featured white paper is Fixed Service Strategies for Mobile Network Operators, brought to you by Comverse (News - Alert).

David Sims is a contributing editor for TMCnet. To read more of David's articles, please visit his columnist page. He also blogs for TMCnet here.

Edited by Michelle Robart


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