Agents login from any internet connected machine and have access to inbound and outbound queues including voice, video, webchat, email, text messaging, and more. No need to have agents remembering multiple usernames and passwords and wasting time changing platforms to use different channels.

Managers can assign blended agents to handle both inbound and outbound queues across the different channels. This maximizes efficiency and ROI as your agents can handle outbound contacts when inbound volume is not high.

Our intelligent scripting decreases the need for training and onboarding and eliminates the risk of human error as agents handle interactions.

NGNCloudCommtracks every single DID for being marked as ‘Spam Likely’ and will automatically pull and replace DIDs if they are decreasing your contact rates due to being labelled as Spam.

Agents can share their desktop or Customers can share their desktop as needed.

Transcriptions occur in real time and are available along with call audio recordings for download and review. One customer is saving more than 45 minutes PER CALL by using key word search in the transcripts rather than having to listen to call recordings!

You can build full email templates with images and even custom file attachments that can be manually sent by an Agent from our intelligent script or automatically sent via our Custom Business rules and Strategy Designer.

Why pay extra for a 3rd party Web Chat platform when it is already built in to NGNCloudComm? Additionally, our Optichannel functionality allows you to switch between Web Chat and a Phone call! This takes customer satisfaction to a whole new level!

As new laws go into effect, whether it’s the well-known Florida TCPA law or the latest Connecticut law that went into effect on October 1, NGNCloudComm customers automate compliance on a State-by-State basis as needed without extra cost or custom development using our custom Call Tactics and Business Rules.