Skeptical about the value and ROI of tapping into customers via the social channel? Don’t be. None other than nGenera (News - Alert), a leading customer experience management solutions firm believes that there is a need and market for products to enable contact centers to tap into customers via social media. nGenera’s (www.ngenera.com) nGenera Customer Interaction Management (CIM) division has included social channel access including social self-service and community management in nGen CIM 9, announced March 31.

nGen CIM 9, says nGenera “enables organizations to deliver a superior experience in the time of the social customer. “[emphasis ours]

Here are key excerpts from the release:

“nGen Community, powered by nGen Knowledgebase: Customers can now engage in social self-service by creating and sharing knowledge and experiences as well as participating in community management. Community members interact in forums and contribute via wiki while the organization retains overall control. Members can evaluate content and users through reputation modeling. nGen Community’s integration with nGen Knowledgebase ensures community-generated content is fed back into the knowledge base and can be accessed by users through federated search.

“nGen Social Media: Contact centers can now listen, interpret, and respond to conversations across popular social networks such as Twitter, Facebook (News - Alert), and YouTube. nGen Social Media swiftly identifies chatter, prioritizes incidents using sentiment technology, and then, depending on sentiment score, routes incidents to the agent the same as a traditional customer-initiated inquiry. The agent can then respond using social media or traditional customer interaction channels.

“nGen CIM 9 helps organizations achieve an ROI on their business and social strategies by empowering customers to engage and collaborate using their channel of choice,” said Wade Pfeiffer, General Manager of nGenera CIM. “This release makes nGenera CIM the only vendor in the space to offer a complete solution suite to the enterprise.”

Martine Kohler (News - Alert) Andersen from KMD shares: “We are testing nGen Community and nGen Social Media with Denmark citizen services and are pleased with the results. The integration of nGen Community and nGen Knowledgebase is incredibly valuable as it ensures the quality of community content and feeds it back into the knowledge base so it can be found by those who need it in the future.”

“nGen Social Media is also proving to be a simple and elegant solution for monitoring and responding to citizens using social media sites,” add Andersen.

Learn more about tapping the social channel. Attend the Social CRM EXPO at ITEXPO (News - Alert) West 2010 Oct. 4-6, 2010 at the Los Angeles Convention Center in Los Angeles, Calif. CIS