NGNCloudComm: Revolutionize Customer Service with Optichannel CCaaS
Improve your Contact Centers Total Experience with NGNCloudcomm’s Optichannel Platform
The way customers interact with Businesses is evolving rapidly. In the world of Contact Center as a Service (CCaaS), delivering exceptional customer experiences depends on how effectively Businesses manage Communication Channels. From Multichannel to Omnichannel and now Optichannel, the right strategy can mean the difference between customer disengagement and lasting loyalty.
But Customer Experience (CX) is only one part of the Total Experience (TX) that NGNCloudComm’s Optichannel functionality provides. NGNCloudcomm’s Optichannel Platform gives you the ability to seamlessly add and move between channels within the same interaction with unified reporting and Customizable AI Analsyis, everyone from the Customer, to the Agent, to the Supervisors have the best possible Total Experience.
Multichannel
Multiple Channels, Limited Integration
A Contact Center operates Multiple Channels, such as Phone, Email, Chat, and Social Media, but each operates separately with no integration between them. As a result, customers have to repeat their information when moving from one channel to another and agents have to log in to different platforms.
Example: A customer first contacts chat support via WhatsApp. But when the customer calls back later the agent has no access to the chat history. Both the customer and agent have a bad experience.
Omnichannel
A Unified Experience – With Limitations
Omnichannel solutions bring all customer communication channels—voice, chat, email, social media—into one platform, giving agents access to a shared interaction history. This creates a more connected, frictionless customer experience across touchpoints.
Example: A customer might begin a complaint on social media and later follow up with a phone call. The agent might see the previous interaction and continue the conversation without starting from scratch.
However, while this approach reduces silos, the experience still requires the customer to engage across multiple channels, often repeating effort. At the same time, contact centers may struggle to track the complete journey or measure the true cost of resolution—resulting in lower ROI and limited capacity to optimize resources, especially when compared to a fully intelligent, optichannel strategy.
Optichannel ⭐️
The Next Level of Customer Engagement
NGNCloudcomm’s Optichannel Platform allows the customer and agent to use the most effective channels based on the customer’s needs. It enables the simultaneous use of multiple channels within a single interaction to achieve First Call Resolution (FCR) and create a Total Experience for everyone involved.
Example: A customer starts a chat and to provide the best experience the agent adds a video call allowing the customer to best explain their siuation quickly. The video call ends and the agent sends the customer all the information they need in the chat that remained open.
Not only does NGNCloudComm reporting tracks this as a single interaction, but the call history is broken down by each channel that is used with audio recording when applicable and transcripts when applicable. So no matter how many different channels are used nothing is lost. NGNCloudComm’s Optinchannel is the best Total Experience!
Why NGNCloudComm’s 
Optichannel Platform?
Optichannel Platform?✅ Unified platform combining Voice, Video, Screensharing, Text, Chat, WhatsApp, Email, Social Media, and more
✅ AI-Powered Analysis to create customized call summaries, QA review, and even sales projections
✅ Real-time access to complete customer interaction history for agents
✅ Simultaneous multi-channel interactionswithout losing context
✅ Shorter resolution times through intelligent routing and automation
✅ Higher customer satisfaction and reduced friction during service delivery
Personalized Customer Experience
Increase Agent efficiency
Improve Customer satisfaction Scores
Customizable AI Analysis
Leverage the power of Optichannel CCaaS and redefine your Total Experience strategy with NGNCloudComm 🚀
Optichannel is a smarter, more effective way to connect with your customers. Unlike traditional omnichannel strategies that focus on the ability to offer multiple channels individually, optichannel prioritizes the customer experience by using the best channel, or even multiple channels, in real time. NGNCloudComm’s Optichannel ensures that each interaction is timely, relevant, and impactful. By orchestrating communications strategically and simultaneously, companies can resolve customer needs faster and more efficiently, while significantly increasing satisfaction and loyalty.
NGNCloudComm’s Optichannel Solutions make it easy to implement this advanced approach, enabling you to deliver the right message, on the right channel, at the right time.
Take the next step in Customer Engagement with NGNCloudComm.
To find out more about this and how it can impact your operation, please contact us.
844 GO GRUPO
(844) 464 7876
