Can Your Contact Center Solution do all of this?
Do your agents have to login to more than one system to handle different communication channels? Are you able to monitor your agents desktop and call audio as needed in real time? Do you have confidence that your outbound calls are in compliance with changing state by state laws? Who are your best agents and which agents need some training?
Grupo NGN has the answers to all of these questions.
Can your Contact Center Solution do all of this?
Do your agents have to login to more than one system to handle different communication channels? Are you able to monitor your agents desktop and call audio as needed in real time? Do you have confidence that your outbound calls are in compliance with changing state by state laws? Who are your best agents and which agents need some training?
Grupo NGN has the answers to all of these questions.
Our clients use a true omnichannel platform where they use phone, email, sms text, chat and social media channels to communicate with their customers. Agents can handle these different communication channels from a single platform with NGNCloudComm.
NGNInsights creates a open feedback loop between your agents and supervisors. Empowering and motivating your agents to improve by giving them real time performance feedback and allowing your supervisors to make the most efficient use of their time.
NGNShadowcoach allows you to monitor and record agents desktops and audio as needed for training, QA, and compliance.
Grupo NGN started over 20 years ago with the launch of ASD Softswitch in 1995. After winning many industry awards the product was purchased by Siemens in 2009. In 2018 Grupo NGN had the opportunity to purchase the source code back and we have renamed the product NGNCloudComm.
Over this period, we have customers who have stayed with the product the entire time because of its power, flexibility and our superior customer service and support. If your current contact center software isn’t giving you everything you need come talk to us and see how we back up our motto.
The best Omnichannel Contact Center software in the market
Provide true Ominchannel experiences
Allow your customers to communicate via phone, email, chat, SMS text, web forms, and social media channels.
Use a single agent interface
Agents can handle every communication channel from the same platform with our native blended environment. No need for agents to remember multiple usernames and passwords or time wasted logging in and out of different software to change from phone to chat to email etc.
Apply custom business rules
NGNCloudComm allows you to fully control how inbound calls are routed and queued and control how outbound calls are scheduled and assigned. Email, chat, SMS text, and social media messages are treated like phone calls giving you the same powerful IVR and business rule applications to route, schedule, and queue all your communications.
Build your own IVRs
With our user friendly drop and drag interface any user can build powerful IVRs without any programming experience.
Run custom reports
In addition to our more than 30 built in reports you can customize additional reports to pull and analyze the exact data you need for your contact center.
Be compliance ready
Whether you need to be TCPA, HIPPA, PCI or any other compliance, our multi-instance secure cloud based servers are deployed with your needs in mind and go through regular penetration and security testing.
Follow your imagination
When we say "Let your imagination be your only limitation" we mean it! NGNCloudComm is built to handle the future needs of communication.
Improve Performance
20% decrease in handle time? Check. 400% increase in successful upsells? Check. 30% increase in adherence? Check. We have the case studies to prove how NGNInsights increases performance.
Deploy Gamification
Gamification is more than just bells and whistles. NGNInsights uses leaderboards, points, awards and achievements in proven ways to motivate your employees.
Increase Supervisor Efficiency
Supervisors spend less time reading spreadsheets and more time engaging with the agents that are in the most need of assistance and training.
Motivate your Agents
Our real time feedback loop with simple Green/Yellow/Red benchmarking empowers your agents to make improvments in real time and to maintain a high level of activity on their own.
Control Internal Chat
Send broadcast messages to scroll across the top of the agents screen. Set up state based channels that can only be accessed when agents are on lunch or break. Take full control over who and when your agents can chat with each other or with management.
Real Time Monitoring
View your agents monitor and listen to their audio in real time to provide compliance and training as needed. Our built in chat allows you to communicate with the agent as needed while monitoring their work.
Custom Recording
Record as little or as much of your agents interactions as needed for compliance, quality, and training with our scheduling rules. Recorded files are kept for as long as you need them based on storage availability not on a predefined schedule.
Leverage industry knowledge
Grupo NGN executives are members of PACE (Professional Association for Customer Engagement) and serve on the Government Affairs board. This means we constantly monitoring political and legal changes to the contact center industry and ensuring our products are compliant.
Receive free software updates
We run agile development teams with consistent software upgrades and updates that are always part of your licensing contract. We listen to our customers feature requests and make sure our software adapts to your needs.
Engage professional services
Our software deploys quickly and is simple to run and manage. But for those custom projects we have a dedicated professional services team that consult with your team and make sure your contact center is running exactly how you want it to.
Let Your Imagination Be Your Only Limitation
With more than 2 decades of successful operation, this is the best kept secret in the Contact Center industry. True omnichannel, unparalleled performance with voice, SMS text, email, chat, and social media engagement.
Build powerful IVRs with simple drag and drop interfaces with intelligent scripting and business rules. Reports, full outbound (predictive dialing, preview dialing…), and more.
If you can imagine it, NGNCloudComm can do it.
Developed and designed by a team of former video game professionals, data visualization experts and a team with more than 100 combined years of experience with contact centers. NGNInsights improves agent and supervisor performance, and we have the results to prove it.
Monitor your agents desktop and both system and audio in real time. Use record triggers to determine when and what to record as needed for quality assurance, training, or compliance.
Great Customers with Great Results
“we required a solution to be able to comply with CFPB mandates within a very short period of time and needed to be confident that our company could meet the compliance date requirement. Grupo NGN’s solution was able to accomplish this not only at a campaign level but also went a step further as we are also compliant at a global level since a lot of our clients have multiple accounts in different calling campaigns”
Senior Operations Manager, Global Payments
“A significant benefit of NGNCloudComm is the ability to make it work the way I want it to…without the expense of Professional Services. Other providers make you fit into their product requirements, that is not the case with NGNCloudComm”
Vice President of Information Technology, TLC
“The Grupo NGN team defines integrity. It is so refreshing to work with such an innovative, ethical and genuinely caring company. Their pioneering products and solutions allow eTech to provide the best services and outcomes to our customers.
The flexibility of Grupo NGN’s solutions and team of experts as well as their accessibility goes above and beyond what one typically expects from a cloud-based solutions company. Grupo NGN has truly mastered the customer experience”
Chief Customer Officer, eTech Global Services
“… it’s incredible the power of the Grupo NGN team and the agility to adjust the programming, thinking of the need for the end-user, congratulations to all!!”
Commercial Management, INNCET
Awards & Achievements
Record Strategies and Lead Scoring
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