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Contact Center AI: ROI Improvement is the Only Artificial Intelligence that Matters!

NGNCloudComm uses Practical AI to Give Modern Contact Centers an Affordable CCaaS

Contact Center AI has become a buzzword. People may not know what it means, but they know they need it in their Contact Center.

You can read my previous article “When is AI BS and what is ChatGPT” here.  Today I want to talk about how NGNCloudComm, the G2 top-rated CCaaS from Grupo NGN, gives customers Contact Center AI options without high prices or complicated setup. More importantly, AI options in NGNCloudComm are developed solely to improve profitability and performance for Contact Centers.

Contact Center AI Agentless Answering

Move Beyond AI as a Buzz Word

This week I was asked by a customer if we had “AI Agentless Answering” options. After some follow-up discussion, I was able to determine that what the customer really wanted was an automated process for customers who prefer not to talk to an agent with an option for routing to an agent for those who do want to speak with a person. This is something that NGNCloudComm has supported for years, and we can debate whether it’s Artificial Intelligence or not. The key is providing the features and options to make your Contact Center efficient and profitable.

AI in the Complete CaaS Solution NGNCloudComm

Outbound AI Features

When it comes to Contact Center AI, NGNCloudComm’s outbound features are designed to significantly enhance your operations. With predictive analytics and AI-powered outbound tools, your contact center can reach customers more effectively and increase ROI. Some of the key Outbound AI features include:

Predictive Dialing Optimization

NGNCloudComm’s AI algorithms analyze historical data to predict the best times to call customers, maximizing the chances of reaching them.

Smart Campaign Management

AI-driven campaign management ensures that your agents are focused on high-potential leads, leading to higher conversion rates.

Customer Behavior Analysis

Understand customer behavior patterns and preferences through AI-driven analytics, allowing for more personalized and effective outbound interactions.

Voice Recognition and Sentiment Analysis

AI-powered voice recognition and sentiment analysis tools help identify customer emotions during calls, enabling agents to respond appropriately.

Automated Follow-ups

AI can automate follow-up actions, such as sending reminders or scheduling callbacks, ensuring that leads are nurtured effectively.

Inbound AI Features

NGNCloudComm’s Contact Center AI solutions also shine when it comes to inbound interactions. These features are designed to streamline customer support and improve the overall customer experience. Key Inbound AI features include:

Intelligent Call Routing

AI algorithms analyze customer inquiries and route them to the most suitable agent or department, reducing wait times and improving first-call resolution rates.

Chatbots and Virtual Assistants

NGNCloudComm’s AI-powered chatbots can handle routine inquiries, freeing up human agents for more complex tasks and reducing response times.

Natural Language Processing (NLP)

NLP-powered AI understands and processes customer queries in natural language, leading to more accurate and context-aware responses.

Customer Sentiment Analysis

Real-time sentiment analysis helps gauge customer emotions during interactions, allowing for proactive problem resolution.

Self-Service Options

AI-driven self-service options enable customers to find answers to common questions or perform tasks without agent assistance.

Gamification and Performance AI Features

To keep your Contact Center’s performance consistently high, NGNCloudComm offers AI-powered gamification and performance optimization features. These tools motivate and empower agents to excel while ensuring operational excellence. Key features in this category include:

Agent Performance Analytics

AI-driven analytics monitor agent performance in real-time, identifying areas for improvement and providing actionable insights.

Gamification Leaderboards

Engage your agents with gamification features that reward top performers, fostering healthy competition and motivation.

Predictive Coaching

AI-driven coaching suggestions based on agent performance data help managers provide targeted support and training.

Quality Assurance Automation

Automate quality assurance processes with AI, ensuring that customer interactions consistently meet your standards.

Workforce Management Optimization

AI can optimize workforce scheduling, ensuring that the right agents are available at the right times to meet customer demand.


NGNCloudComm’s Contact Center AI features extend across outbound, inbound, and performance optimization categories. These AI-driven capabilities are designed not only to meet the buzzword requirement but to deliver tangible improvements in ROI, efficiency, and overall contact center performance. Embrace AI in your contact center with NGNCloudComm and experience the real impact of Artificial Intelligence on your business’s success.