Best Practices 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,...

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...

NGNInsights™ Provides AI Powered Analytics, Dashboards, and Gamification for Nice InContact™

Grupo NGN has enhanced  the NGNInsights™ integration with Nice InContact™ to the latest API version. This makes it simpler for Nice InContact™ users, regardless of the channels utilized, to add the AI powered analytics, dashboards, and gamification features provided...

Contact Center Bill of Rights

On December 15, 1791, three-fourths of the existing US State legislatures ratified the first 10 Amendments of the Constitution—the Bill of Rights. These 10 amendments outlined key rights and protections of US citizens from the federal government. For more than 200...
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...