Feature Entries

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 operate and engage with Customers. At NGNCloudComm, these tools are...

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 process not only provides an exact and readable record of each...

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 correctly. This is where KPIs (Key Performance Indicators) and OKRs...

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, Agents get what they need—right when they need it. Most Contact Centers...