History of NGNCloudComm Insights

Throughout the years, NGNCloudComm Insights has continuously evolved, benefiting from the deep expertise and diverse skill sets of our dedicated team. Our team consists of highly skilled data scientists, software engineers, user experience (UX) designers, and video game design professionals who are passionate about pushing the boundaries of contact center performance.

With a deep understanding of data analysis and visualization, our data scientists have played a pivotal role in enhancing NGNCloudComm Insights. They have developed sophisticated algorithms and data models that enable us to process and make sense of vast amounts of contact center data in real time. By leveraging their expertise, we have been able to transform complex data into actionable insights and intuitive visualizations that empower contact center teams to make informed decisions.

Our collaboration with video game design professionals has brought a fresh perspective to the contact center industry. By applying principles of game design to the NGNCloudComm Insights platform, we have introduced purposeful gamification. This innovative approach engages agents by incorporating elements such as leaderboards, badges, challenges, and rewards, fostering healthy competition and a sense of achievement. Gamification not only motivates agents but also drives behavioral change and encourages continuous improvement.

Integration of artificial intelligence (AI) has been a key focus of our innovation journey. Our team has pioneered the use of AI algorithms in the contact center industry, dating back to the incorporation of AI in NGNCloudComm’s predictive outbound dialing systems as early as 1995. This expertise has been seamlessly integrated into NGNCloudComm Insights through our AI Benchmarking feature.

With AI Benchmarking, contact centers can establish benchmarks for each insight, KPI/OKR, or performance metric based on industry standards, client expectations, and historical data. The AI algorithms dynamically analyze historical and real-time data to set benchmarks and provide actionable recommendations. This dynamic approach ensures that benchmarks are continuously refined based on AI analysis, enabling contact centers to adapt and optimize their performance strategies.

The expertise and innovation that underpin NGNCloudComm Insights have not only improved the platform’s functionality but also its overall user experience. Our user experience (UX) designers have worked tirelessly to create an intuitive and seamless interface, ensuring that contact center agents, supervisors, and managers can easily navigate the platform and access the information they need to make informed decisions. The combination of intuitive UX, purposeful gamification, and AI integration has positioned NGNCloudComm Insights as a leading solution for contact centers seeking to elevate their performance and drive meaningful results.

At NGNCloudComm, we remain committed to ongoing innovation and continuous improvement, striving to stay at the forefront of the contact center industry. By harnessing our collective expertise and embracing emerging technologies, we aim to provide contact centers with the most advanced tools and insights to optimize their operations and deliver exceptional customer experiences.

The expertise and innovation that underpin NGNCloudComm Insights have not only improved the platform’s functionality but also its overall user experience. Our user experience (UX) designers have worked tirelessly to create an intuitive and seamless interface, ensuring that contact center agents, supervisors, and managers can easily navigate the platform and access the information they need to make informed decisions. The combination of intuitive UX, purposeful gamification, and AI integration has positioned NGNCloudComm Insights as a leading solution for contact centers seeking to elevate their performance and drive meaningful results.

At NGNCloudComm, we remain committed to ongoing innovation and continuous improvement, striving to stay at the forefront of the contact center industry. By harnessing our collective expertise and embracing emerging technologies, we aim to provide contact centers with the most advanced tools and insights to optimize their operations and deliver exceptional customer experiences.

Grupo NGN is at the forefront of AI innovation in the contact center industry. NGNCloudComm has been utilizing AI algorithms in its predictive outbound dialing systems since as early as 1995. This expertise has been integrated into NGNCloudComm Insights through AI Benchmarks.

Contact centers can establish benchmarks for each Insight, KPI/OKR, or performance metric to track agent performance. These benchmarks can be set based on industry standards or client expectations. For additional guidance, contact centers often seek NGNCloudComm’s recommendations on benchmarking. With AI Benchmarking, algorithms dynamically review historical data to establish benchmarks and apply them to real-time data. This dynamic nature allows benchmarks to float based on AI analysis, providing valuable insights.

NGNCloudComm Insights offers both A and B benchmark sets, enabling contact centers to compare manually set benchmarks against dynamic AI benchmarks. This approach helps remove bias and determine whether adjustments need to be made to manual benchmarks and performance expectations.

NGNCloudComm Insights harnesses the power of practical gamification, utilizing proven game theory techniques to increase agent motivation and operational efficiency. The positive impact on the bottom line can be observed through our published case studies, showcasing the tangible financial results achieved by contact centers using NGNCloudComm Insights.