Solving Common Call Center Industry Concerns in the dynamic and fast-paced world of cloud communications requires a...
Article Entries
What is Contact Center Artificial Intelligence
Artificial Intelligence (AI) refers to the simulation of human intelligence in machines that are programmed to perform...
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...
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...