Article Entries

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 channels. These additional channels may include text, email, webchat,...

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 multiple channels to provide customers their “optimal” or “optimum”...

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 before entering the Contact Center industry, I pushback when I see buzz...

Houseplant Appreciation Day

January 10 is Houseplant Appreciation Day and a perfect time to discuss remote work in the Contact Center world. While COVID-19 forced Contact Centers around the globe into remote work, today a lot of Contact Centers are deciding how best to move forward. NGNCloudComm...
Houseplant Appreciation Day

Houseplant Appreciation Day

January 10 is Houseplant Appreciation Day and a perfect time to discuss remote work in the Contact Center world. While...

The Brains Behind Grupo NGN

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...

Total Experience

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...

Adherence Improvement with NGNInsights

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

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...

STIR/SHAKEN ROLLOUT

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...

Grupo NGN Acquires CueFit

Grupo NGN Acquires CueFit

Friday, April 17, 2020 – (Grupo NGN, Inc.) Grupo NGN, Inc. today announced the recent acquisition of CueFit™, a communication center business that developed and patented a specialized performance...

A Simple Message

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...

Get Multiple Solutions From a Single Vendor

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

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...