CCaaS General Articles from Grupo NGN

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...

AI That Drives the Total Experience (TX)Artificial Intelligence will continue to take center stage in 2026: conversational...

The Role of Customer Retention in Contact Center SuccessCustomer retention in a Contact Center is the art of keeping...

Total Control with NGNCloudComm - Choose What Works Best for You!Multi-Tenant vs. Multi-Instance: What’s Best for Your...

Precision in Every ConversationIn an increasingly competitive market where customer experience sets brands apart, every...

In today’s Contact Centers, data is everywhere. Every interaction, every conversation, every click leaves a trail. But what...

NGNCloudComm — The Holistic Solution for a Total Experience (TX)Artificial intelligence and automation are no longer...

Acquisition Adds Industry-Leading CCaaS (Contact Center as a Service) Capabilities as Company Embarks on Rapid Growth...

What Is Transcription in Contact Centers?Transcription in Contact Centers consists of automatically converting, in real...

KPIs and OKRs: The Compass for Performance in Contact CentersIn the daily operations of a Contact Center, knowing what to...

Say Goodbye to Disruptions and Hello to a Seamless Customer ExperienceThe audience moves fast—and demands agile, connected...

From Data to Action: Empower Your AgentsIs your data doing more than filling up reports?Your Contact Center’s efficiency...