Well-designed automation frees up time, reduces errors, and speeds up response times, while human connection builds...
Article Entries
Context That Travels: The NGNCloudComm Call Journey
The Optichannel Journey with NGNCloudCommWith most “omnichannel” solutions, switching from one channel to another...
AI Powered Gamification and Performance
Gamification and Performance AI FeaturesTo keep your Contact Center’s performance consistently high, NGNCloudComm...
NGNCloudComm AI Features for Inbound and Outbound Dialing
Outbound AI FeaturesWhen it comes to Contact Center AI, NGNCloudComm’s outbound features are designed to significantly enhance your operations. With predictive analytics and AI-powered outbound...
NGNInsights: The Power Behind Performance
NGNInsights is Grupo NGN’s analytics and performance platform that turns contact-center data into dashboards and actionable data points for both supervisors and agents. In practice, it surfaces...
Reduce Costs and Boost Efficiency with NGNCloudComm Optichannel
Reduced Operational Costs and Increased Efficiency with OptichannelWhen it comes to maximizing your ROI, Optichannel is the clear winner over Omnichannel. With Optichannel, you have improved...
Optichannel Powers ROI Through Personalization
Optichannel Enables Personalization at Scale for Greater ROIOptichannel servicing takes stock of individual channel performance and makes optimizations based on customer expectations. Customer data...
The Role of Virtual Assistants in Customer Support
What Are Virtual Assistants in a Contact Center?Virtual assistants are AI-based solutions that interact with users through natural language to resolve inquiries, perform tasks, or guide them through...
Ready for the Future: Contact Center Trends for 2026
AI That Drives the Total Experience (TX)Artificial Intelligence will continue to take center stage in 2026: conversational voice bots, real-time virtual assistants, and generative models are already...
Customer Retention Strategies: Loyalty Through Smart Technology
The Role of Customer Retention in Contact Center SuccessCustomer retention in a Contact Center is the art of keeping customers engaged, satisfied, and loyal over time. It's not just about preventing...
Empower Your Team with a Platform That Fits
Total Control with NGNCloudComm - Choose What Works Best for You!Multi-Tenant vs. Multi-Instance: What’s Best for Your Business?1. Multi-Instance Hosting Model🔎 What does it mean?In this model, each...
Call Scripting: Consistency in Every Interaction
Precision in Every ConversationIn an increasingly competitive market where customer experience sets brands apart, every word exchanged during a customer interaction plays a crucial role in shaping...
Operational Intelligence That Works
In today’s Contact Centers, data is everywhere. Every interaction, every conversation, every click leaves a trail. But what good are tons of metrics if they don’t translate into strategic actions?...
Reimagine Efficiency with AI and Automation
NGNCloudComm — The Holistic Solution for a Total Experience (TX)Artificial intelligence and automation are no longer complementary technologies; they are the core that transforms how Contact Centers...
White Label Communications Acquires Grupo NGN
Acquisition Adds Industry-Leading CCaaS (Contact Center as a Service) Capabilities as Company Embarks on Rapid Growth TrajectoryEXTON, Pa., July 22, 2025 /PRNewswire/ -- White Label Communications...
Real-Time Transcription & Intelligence: Powering Every Conversation
What Is Transcription in Contact Centers?Transcription in Contact Centers consists of automatically converting, in real time, the conversations between Agents and Customers into written text. This...
Performance Visibility That Drives Action
KPIs and OKRs: The Compass for Performance in Contact CentersIn the daily operations of a Contact Center, knowing what to measure and how to interpret it is just as crucial as answering a call...
Seamless Is the New Standard: Why Fragmented CX No Longer Delivers
Say Goodbye to Disruptions and Hello to a Seamless Customer ExperienceThe audience moves fast—and demands agile, connected responses. NGNCloudComm helps you meet them with smooth, cohesive,...
NGNCloudComm Maximizes Efficiency and ROI
From Data to Action: Empower Your AgentsIs your data doing more than filling up reports?Your Contact Center’s efficiency depends on how well you turn information into decisions.With NGNCloudComm,...
Engaged Agents Perform Better – NGNCloudComm
Improve Agent Performance with NGNCloudCommIn today's Contact Center world agent performance is more important than ever. Lets discuss how NGNCloudComm improves agent performance and keeps agents...
NGNCloudComm Customer Profile – CARS
Grupo NGN is Your Reliable Partner in Every Situation🕐 In the world of customer service, every second counts. A technical outage can affect not only your Contact Center operations but also the trust...
Turn IVR into Intelligent Journeys: Total Experience (TX) with NGNCloudComm
In an increasingly fast-paced and personalized business environment, NGNCloudComm marks a turning point to improve IVR functionality. Our solution not only transforms traditional IVR systems but...
Strategies for Contact Center Success in 2025: Do you Have the Right CCaaS?
1.Harnessing the Full Potential of AIAI can fundamentally improve Contact Center Success and operations by automating standard tasks and minimizing response times. It accelerates service delivery...
Accelerate Your Contact Center with NGNCloudComm AI Agents
Moving from traditional Call Centers to NGNCloudComm AI AgentsThe customer service landscape is changing. Traditionally, Businesses have relied on human-operated Call Centers to handle Customer...
Redefine CX Excellence With AI Powered NGNCloudComm
NGNCloudComm’s Hyper-Personalized Customer JourneysSee how NGNCloudComm redefines CX Excellence with Hyper-personalization goes beyond traditional personalization by using real-time data, predictive...
Automate Prediction and Engagement With NGNCloudComm’s Powerful AI
Automate Engagement with NGNCloudComm AINGNCloudComm has been leveraging AI to shape customer interactions in significant ways for more than 3 decades. At present, the NGNCloudComm platform uses AI...
Improve Text Messaging with NGNCloudComm
With NGNCloudComm, Contact Centers imrpove text messaging with a Total Experience (TX) by passing key data securely through the entire process. Customer Experience increases as users go through a...
Grupo NGN Addresses and Surpasses Common Call Center Industry Concerns
Solving Common Call Center Industry Concerns in the dynamic and fast-paced world of cloud communications requires a partner that not only offers robust and reliable solutions but also prioritizes...
What is Contact Center Artificial Intelligence
Artificial Intelligence (AI) refers to the simulation of human intelligence in machines that are programmed to perform tasks that typically require human cognition. These machines use algorithms and...
TTS: NGNCloudComm Text to Speech Options
What is TTS? Text to speech (TTS) is a technology that has revolutionized the way we interact with our devices. By converting written text into synthesized speech, TTS has made it possible for...
Call Center vs Contact Center
What is the difference between a Call Center and a Contact Center?It is widely accepted that a Call Center is focused on phone calls while a Contact Center would connect with people across multiple...
Predictive AI Outbound Dialing with NGNCloudComm
Predictive AI Outbound Dialing with NGNCloudComm. NGNCloudComm is an omnichannel Contact Center solution that includes a built in SIP stack which means that it has full inbound and outbound dialing...
NGNCloudComm Redefines Optichannel
Optichannel DefinedNGNCloudComm redefines optichannel for the Contact Center industry with its latest release by Grupo NGN. Optichannel has traditionally been used to describe the ability to offer...
When is AI BS and what is ChatGPT
The talk of Artificial Intelligence or AI enhancements in the Contact Center has been on the rise recently. I am naturally a bit of a skeptic and having spent 15 years in the technology industry...
NGNInsights 2.7.4 Introducing the Dashboard
The latest upgrade to NGNInsights includes a dashboard that adds a customizable view of a Contact Centers performance improvement over time. Current NGNInsights customers will be notified of the...
Top 10 Ways to Maximize Using a Store to Motivate your Contact Center Employees
Offering a store where employees can shop and buy items is a great way to add motivation and fun to your Contact Center. NGNInsights our award-winning gamification and performance platform comes...
Monthly Savings with NGNCloudcomm
Grupo NGN helped a BPO save more than $2.2 Million by switching to NGNCloudComm. How much can you save?Prior to moving to NGNCloudComm this large BPO customer was using and paying for multiple...
Complex routing/decisions made simple. Can your CCaaS do this?
It is my impression that the Contact Center industry indoctrinates customers to simply not expect that complex scenarios can or should be managed by CCaaS products because their platforms lack the...
Scheduled Callbacks or The Art of Increasing Customer Satisfaction
Agent: Hi, may I speak with John Doe? I am calling on behalf of your car dealer to inform you that we found the vehicle you were looking for!Customer: Hi! I am super interested in talking to you....
Is Gamification Driving Positive Results in Your Contact Center?
What is Gamification?Gamification is the application of features commonly used in games to a non-game environment with a goal of improved performance or outcomes as the result of increased...
ROI: The Only Contact Center Acronym That Matters
Contact Centers who work with a technology partner like Grupo NGN get better results than centers that purchase software from faceless vendorsThe original working title of this blog post was “Is AI...
The Brains Behind Grupo NGN
The real brains behind Grupo NGN is the amazing team of sales, support, and development that works around the globe. You can learn more about how we have a 92% 5 star customer service rating and...
Knowing is Half the Battle of Gamification
Last week I had a training meeting with a long time NGNInsights customer for a block of newly hired managers. These meetings usually go in one of two directions: A good training involves a number of...
Employee Chat for the Contact Center
Have you tried using other chat systems – Teams, Zoom, Rocket Chat, but find that you need additional features and options that are specific to needs within the contact center industry? Do you need...
Total Experience
Last week we introduced the concept of Total Experience (TX) as a means to achieve excellent Customer Experience (CX). This is the first entry in a new series in which we are going to delve into the...
Total Experience with Grupo NGN
CX or Customer Experience has become a key marketing buzz word across multiple industries. Depending on the perspective and motivation of who is using the term it can take on different meanings....
Automate your bonus and commission plan
How much time does it take for your team to calculate bonus and commission programs?We have worked with a number of Contact Centers that tell us they spend days each month to calculate bonus and...
Agent Adherence Improvement with NGNInsights
California Regional MLS sees Schedule Adherence Improvement with NGNInsightsCalifornia Regional MLS (CRMLS) is the largest and most recognized Multiple Listing Service in the world. The CRMLS...
NGNInsights 2.7.2 Release
Grupo NGN will be releasing an update to NGNInsights (2.7.2) with exciting features including 5 specific customer requests. The release will be available Monday June 27th 2022.[dg_adh_heading...
Legal Changes are brewing… Is your Omnichannel Contact Center Software future proof?
Multiple changes to the way you conduct your business are coming from numerous fronts, State & Federal. A lot of these changes have more complex rules than a simple manual or automatic dial and...
Are you compliant with Florida’s new laws? What about New York? Missouri? Utah?
You have likely heard about the bill that was passed in Florida last July and are probably working on becoming compliant or maybe you have stopped calling Florida altogether! But are you aware that...
Is your CCaaS Multi-Tenant or Multi-Instance? Does it matter?
Over the last decade, things that used to be considered farfetched are becoming a reality more than ever. This fact is not different for the CCaaS (Contact Center as a Service) world. We live in a...
A Guarantee to substantially increase your agent productivity
Developed and designed by a team with behavioral science background, video game professionals, data visualization experts and a team with more than 100 combined years of experience with Omnichannel...
Are you having problems with Caller-ID and spam marked calls in your contact center?
At Grupo NGN, we believe in options and solutions. You do not have to settle for manual or simple options that either are inefficient or just too time consuming.Our award-winning Contact Center...
NGNInsights v2.7. New Features to continue improving your Agents Performance
Grupo NGN is proud to announce its latest release of NGNInsights v2.7. We continue our commitment to enhance our software to increase your agent’s performance for real and not as a figurative...
Cloud Contact Centers Can Increase Risk – An Honest Peek Behind the Curtain
I remember being an IT executive for a large, well respected BPO when I was first encouraged to move our technologies – especially the contact center solution – to the cloud. It was interesting...
STIR/SHAKEN ROLLOUT
Grupo NGN, Inc. will complete rollout of STIR/SHAKEN attestation for all numbers by June 30, 2021. While many customers have already had their attestation registered some time ago, customers who...
Florida SB 1120 – What you need to know before July 1, 2021
While all eyes were on the Supreme Court’s opinion on TCPA, several states started taking matters into their own hands. Florida in particular has introduced legislation that, in some cases, looks to...
A Simple Message
We all know the Coronavirus pandemic has caused much destruction to our daily lives – physically, emotionally and financially. As we experience social distancing, lockdowns, business closures and...
Data Acquisition Translation Directly Impacts Customer Experience
In the words of author Daniel Keys Moran, “You can have data without information, but you cannot have information without data”. Our world is increasingly data-driven and how you acquire and...
Get Multiple Solutions From a Single Vendor
Let’s face it. There are so many products and services that promise to solve a variety of your business and communications needs. And many of the companies in the industry provide reputable...
Why Omnichannel Contact Centers Are a Necessity
Customer service is a top priority for many companies, and for good reason. It’s no secret that customer service is an important factor to consumers when they are determining whether or not to be...