nGenera CIM Podcast and White Paper on How to Increase Quality of User Experience by Merging KM with Enterprise Search


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Bellevue, Wash. – December 16, 2009 — nGenera Customer Interaction Management (CIM), a division of nGenera Corporation and a global leader in next-generation customer experience software solutions, today announced that the first in a series of podcasts and white papers, Optimizing the User Experience: The Value of a Unified Solution for Knowledge Management and Enterprise Search is now available on the nGenera CIM web site. The podcast and paper explain how the integration of knowledge management with a broad enterprise search capability enables companies to efficiently and cost effectively provide significant improvements in customer and agent user experience.

“We are seeing too many companies fall short of their user experience and knowledge management objectives because they are trying to use stand-alone enterprise search or SharePoint which are simply not designed to meet the varying complexities of supporting customers.” said Bob Peery, nGenera CIM ‘s Director KB Product Management. “While SharePoint contains a number of useful capabilities it does not offer true knowledge management, and stand-alone enterprise search only makes it easier to find lots of answers which may or may not be the right answers. We created this white paper and podcast series to clarify key points and help folks cut through all the rhetoric.”

Authored and presented by Bob Peery, nGenera CIM Director KB Product Management, both the podcast series and the white paper explain why companies cannot succeed with enterprise search alone, and why the most successful solution merges the power and scope of enterprise-wide search with the consistency, predictability, and repeatability of established knowledge management. In the white paper, Peery also discusses the benefits to business and IT executives delivered by nGen Knowledgebase which combines robust knowledge management with market-leading enterprise search technology.

In this first podcast, Peery asks listeners to consider the following 4 key issues:
1) Which is more important, search results or search solutions?
2) What type of information will be searched?
3) How much control is needed?
4) What kind of ROI should be expected from your search strategy?

Optimizing the User Experience: The Value of a Unified Solution for Knowledge Management and Enterprise Search podcast and whitepaper are available on nGenera CIM web site,


About nGenera Customer Interaction Management
nGenera Customer Interaction Management (CIM) is the global leader in next-generation customer experience solutions. Customers report increased customer satisfaction and measurable cost savings within six months of deployment. With 250% customer growth over three years, more companies trust their customer experiences to nGenera Customer Interaction Management. Customers include Canon, Dell, eBay, Epson, Ford, Microsoft, P&O, Scottrade, Sharp, Siemens, Sky Bet, Sony, and Sprint. For more information, visit

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