Real Connection Happens
with Optichannel
In customer experience, it’s not enough to “be everywhere.” The key is to use the optimal channel at each moment and maintain a continuous conversation even when the medium changes. NGNCloudComm brings that concept to life: “Connect with the same Agent across multiple channels at once, and switch smoothly between them — all as part of a single, continuous conversation.”
In other words, the customer doesn’t have to repeat their story — the interaction continues seamlessly whether it’s chat, voice, or video.
If you’d like to see Optichannel in action, click here.
Optichannel vs. Omnichannel
Omnichannel integrates channels, while Optichannel prioritizes the most effective one for each customer goal, using data and behavior insights — without losing continuity.
Continuity the customer feels (and demands)
📊 A common source of friction in contact centers is having to repeat information when switching channels or agents. Salesforce states it clearly: “56% of customers say they often have to repeat or re-explain information to different representatives,” and “79%… expect consistent interactions across departments.” Source
📃 The CCMA (UK), in its Contact Centre Technology Report 2025, is explicit: “continuity across channels is essential… ensuring customers don’t need to repeat themselves” — key to unifying the customer view and enabling hyper-personalized service. Source
With NGNCloudComm, cohesion is guaranteed throughout the interaction — ensuring optimal customer care. It’s communication designed to be effective from start to finish, not fragmented exchanges that frustrate the customer. Great customer service is built on seamless communication that enables efficient handling of any customer need.
1
Same conversation, multiple media 🌐
NGNCloudComm enables a seamless, continuous customer experience across every communication medium. The same conversation can flow effortlessly through multiple channels, preserving continuity even when switching between them.
2
Scale chat to voice/video in one click 🎯
From a simple chat, it’s possible to add voice or video instantly—ideal for identity verification, guided troubleshooting, or closing a sale without ending the session.
3
Switch channels without losing context 🔄
Customers can move from chat to voice or any other channel while staying connected to the same agent and maintaining the full interaction history.
4
Single platform for all channels 💻
Everything happens within one unified platform that supports inbound and outbound communication through audio, chat, email, text messaging, video, and more—eliminating silos and reducing friction.
Built for Compliance from Day One
Designed with rigorous compliance standards, the Platform enables clients to meet TCPA, GDPR, and other regulatory requirements seamlessly from the outset.
Seamless Third-Party Integration
NGNCloudComm is capable of integrating with data from various third-party applications such as CRM systems, ticketing platforms, and communication tools. This feature allows agents to access and manage all relevant information from a single, unified platform.
NGNCloudComm AI Features
Redefining Communication
NGNCloudComm offers powerful AI capabilities that enhance automation, boost agent performance, and improve customer interactions—featuring advanced tools for smarter service, and much more.
At Grupo NGN, we help businesses create seamless, AI-driven customer experiences that feel personal and effortless—because great service should be easy. Our powerful yet practical Total Experience (TX) Platform is trusted by companies worldwide to drive better outcomes and build lasting connections. The future of customer experience starts here.
To find out more about this and how it can impact your operation, please contact us.
844 GO GRUPO
(844) 464 7876
