Step Into the Total Experience with NGNCloudComm
The term Customer Experience (CX) has become a key concept in marketing, although its meaning can vary depending on the perspective of the person using it. In general, it refers to how a company interacts with its customers at every stage of the purchasing process. In the context of Contact Centers, CX is often associated with the availability of multiple service and support channels. However, after years of experience with thousands of clients, Grupo NGN identified that delivering a truly outstanding customer experience requires going beyond bots or basic multichannel strategies.
That’s why GrupoNGN is committed to enabling versatility across channels, ensuring seamless and effective interactions without interruptions. In doing so, it achieves a Total Experience that goes beyond the traditional concept of CX.
With its three main products, Grupo NGN offers a Total Experience (TX) that seamlessly integrates the experiences of Agents, Contact Center Management, and Customers.
Contact Center Management Experience
Agent
Experience
Customer
Experience
Currently, the experience in Contact Center management has evolved, and Managers work with both on-site and remote Agents, who provide assistance through different programs and platforms. For more effective supervision, NGNCloudComm ShadowCoach enables Managers to monitor Agents’ desktops in real-time. This way, they can communicate directly with Agents at the right moment to optimize Customer Service and CX.
NGNInsights improves both the Manager’s Experience (MX) and the Agent’s Experience (AX), creating an open feedback loop where Agents and Supervisors see the same data in real-time. The platform integrates AI to analyse both historical and real-time data, identifying areas with the highest potential for improvement and return on investment. Additionally, with Gamification, Agents optimize their performance with increased motivation to achieve the best results.
NGNCloudComm brings all these areas together to ensure the Total Experience (TX). It ensures an optimal Manager Experience (MX) by providing them with web-based tools to configure business rules, IVRs, campaigns, queues, and lead management. Agents also benefit from a positive Experience (AX) as they can work from anywhere without a physical phone and handle all different channels from a single platform. With our Optichannel platform Customers enjoy seamless service (CX) that adapts to the different channels required during the interaction-all from the same platform.
Beyond CX — Total Experience that Elevates Every Interaction
Many Software Companies focus on just one aspect of the Total Experience to achieve great Customer Experience (CX). However, at GrupoNGN, we firmly believe that delivering true Total Experience requires the combined effort of a great team — and software designed not only to help customers but also to support a company’s most valuable asset: its employees.
To find out more about this and how it can impact your operation, please contact us.
844 GO GRUPO
(844) 464 7876
