Well-designed automation frees up time, reduces errors, and speeds up response times, while human connection builds...
Feature 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...
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...
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...
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...
NGNCloudComm Provides the Fastest Speed to Lead in the Industry
In the fast-paced world of lead generation and customer acquisition, the speed at which businesses can connect with potential customers is often a critical factor in success. NGNCloudComm, a leading...
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...
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...
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....
Record Strategies and Lead Scoring
How NGNCloudComm increases Contact Center ROI by automatically prioritizing the most profitable leads to be contacted first[dg_adh_heading title_prefix="ROI Focus" _builder_version="4.18.0"...
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...
NGNCloudComm now supports WhatsApp
NGNCloudComm has added WhatsApp support to its industry leading omnichannel platform. Contact Centers can now add all the NGNCloudComm features including queue and campaign assignments, transcript...
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...
Monitor your agent’s workspace in real-time
If you're looking for a way to screen monitoring and coach your agents, we have the best answer for that.NGNShadowCoach is our screen monitoring and live supervisor-to-agent chat system designed for...
NGNCloudComm now includes Agent Screen Recording
Grupo NGN is pleased to announce the strengthening of its native Voice Recording with the release of its new Screen Recording feature. No longer do you need to use third party applications with the...
Employee Chat with the Contact Center in Mind
Contact centers have specific needs and requirements when considering software to allow communication between supervisors and agents. Companies want to allow agents the ability to chat with...