nGenera Knowledgebase 9.0

Excellent Knowledge Management, UI Content Management, and Analytics

July 1, 2010

nGenera Knowledgebase 9.0 (nGen KB) is the current version of the KM-based customer service offering from the nGenera Customer Interaction Management business unit of nGenera Corporation. It’s an offering that has everything you need to deliver excellent customer service. nGenera CIM offers on-premise, hosted/SaaS (Software as a Service) deployments for nGen KB. It’s a widely used and well proven offering with a customer base of almost 600 and a product history that dates back to 2003. New capabilities in 9.0 support social media and communities. Enhancements significantly improve the customer self-service UI and analytic functionality. Read our evaluation of it in this report.

NETTING IT OUT

nGenera Knowledgebase (nGen KB) 9.0 is the current version of the knowledge management-based customer service offering from the nGenera Customer Interaction Management (nGenera CIM) business unit of nGenera Corporation. It’s a widely used and well proven offering with a customer base of approximately 600 accounts and a product history that dates back to 2003. In addition, nGenera CIM offers two deployment options for nGen KB: on-premise and “on-demand” (single tenant and multi tenant hosted).

On the Customers.com report card for KM-based customer service, nGen KB earned exceeds requirements grades in knowledge management, UI content, and analytic functionality. It needs improvement only in supported mobile devices.

Note that your nGen KB deployment requires Microsoft technologies—Windows, IIS, and SQL Server.

We recommend that you seriously consider nGen KB. It has everything you need to deploy and deliver excellent KM-based customer service.

Solution Finders

Solution Finders

Illustration 1. This illustration shows an example of building a Solution Finder step.

CUSTOMER SERVICE TO ANSWER QUESTIONS AND RESOLVE PROBLEMS

This report presents our evaluation of nGen KB against our framework for knowledge management (KM)-based customer service products. KM-based customer service products help customers get answers to their questions about your organization, your policies, and your products and services as well as to diagnose, isolate, and resolve problems with those products and services. These products are considered knowledge management products because they combine content management and search technologies to build customer service applications that create the “knowledge” that answers your customers’ questions.

NGEN KB

Product Offering

nGen Knowledgebase (nGen KB) 9.0 is the current version of the knowledge management-based customer service offering from the nGenera Customer Interaction Management (nGenera CIM) business unit of nGenera Corporation. nGen KB is a component of the nGen CIM Suite which also includes nGen Chat, nGen Email, nGen Answer, nGen Click to Call, nGen Phone, nGen CoBrowse, and, new in 9.0, nGen Community and nGen Social Media.

nGen KB includes facilities and tools for:

•Creating and managing knowledgebases

•Authoring, editing, and managing the knowledge items contained in those knowledgebases

•Supporting customer-contributed knowledge items within its Forums and Wiki

•Creating and managing a Web UI to let customers find and access that knowledge

•Reporting on customer and internal user activity against the Knowledgebases, Forums, Wiki, UI, and external social media

Search facilities in nGen KB are provided through Autonomy IDOL, which is packaged and tightly integrated with the product.

nGenera CIM offers nGen KB in two “editions:” Small Business and Enterprise. Their names imply their positioning. Both offer identical functionality. Enterprise is nGenera’s “sweet spot” in the market. It’s highly customizable, supports very large knowledgebases, and supports unlimited numbers of internal chat and email users. We’ll focus on Enterprise in this report.

nGenera supports two deployment options for nGen KB: on-premise and on-demand. For on-demand deployments, nGenera KB provides a dedicated, single tenant environment.

Across all of its products, nGenera CIM has more than 1000 customers, about 600 of them have implemented nGen KB. Approximately 60 percent of the nGen KB customer base has on-premise deployments and 40 percent on-demand deployments. The customer base is also split 60/40 between Enterprise Edition and Small Business Edition.

What’s New in nGen KB 9.0?

We published our evaluation of nGen KB 8.3 on September 24, 2009. On March 31, 2010, nGenera CIM announced the general availability of nGen CIM Suite 9.0, replacing nGen CIM 8.3 as the current release. This is a major new version with significant improvements in many areas. Key new and improved capabilities are...

Contact Info:
nGenera Customer Interaction Management
3015 112th Avenue N.E
Suite 100
Bellevue, WA 98004
Nikhil Govindaraj
Vice President, Products
Telephone: 425.250.4900
Email: ngovindaraj@ngenera.com
Internet: http://www.ngenera.com/cim