NGenera, LiveLook Announce Partnership

NGenera Customer Interaction Management, a division of nGenera Corporation and a customer experience software vendor, has announced that it is partnering with LiveLook, a provider of next-generation visual customer communication tools, to spice up the capabilities and usability of its nGen CoBrowse module.


This tool lets companies do co-browsing sessions with their customers to provide “hands-on” service via screen sharing and remote control tools during a real-time chat or telephone interaction. 

The new version of nGen CoBrowse will be available in both on-premise and SaaS (News - Alert). There's also a referral agreement for on-premise installations as part of the partnership. 

Through the partnership with LiveLook, nGenera CIM is looking to try to find that tricky balance between end-user acceptance with corporate security standards. End users have been wary of co-browse generally because of required software downloads as well as the complexities of Web site technologies. To try to get past that the new version of nGen CoBrowse will be fully browser-based, which means no pesky software installation by the customer. Additionally, the application will run over standard Internet ports 80/443, bye-bye to firewall and anti-malware flags.

Wade Pfeiffer, general manager of nGenera CIM, said they chose to partner with LiveLook because their product offering is a good fit for our customers "in terms of functionality and security standards.”

The product lets multiple agents and supervisors view the customer’s screen, and it will include optional remote control capabilities, allowing an agent -- with the customer’s permission, of course -- to take control of the customer’s desktop to solve issues in real-time. 

General availability of the next release of nGen CoBrowse is scheduled for Q4 2009. It will be compatible with any Web browser (Internet Explorer, Firefox, Safari, Netscape, Opera, etc.) and with all operating systems (Windows, MAC, and Linux) behind any firewall without triggering alerts.

In December TMC reported that its Talisma Customer Interaction Management software customer base grew, and the company had sold enough additional Talisma CIM products and services to existing customers to result in overall revenue growth for the third quarter, compared to the same period last year.