Reduced Operational Costs and Increased Efficiency with OptichannelWhen it comes to maximizing your ROI, Optichannel...
Best Practices Entries
Optichannel Powers ROI Through Personalization
Optichannel Enables Personalization at Scale for Greater ROIOptichannel servicing takes stock of individual channel...
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:...
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...
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...
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...
Does your CCaaS protect against high-cost TCPA fines?
In today's regulatory landscape, compliance is more critical than ever. A recent case in Texas highlights the financial risks of non-compliance, where a court awarded $49.5k ($5,500 per call) in a...
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...
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...
New law requires 3 minutes or less wait times
Spain has approved a bill that requires companies to answer calls within 3 minutes by a live person and not to leave customers on hold with an automated system. Fines can range up to 100,000 euros...
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...
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...