Grupo NGN has released an updated version of our website to better align with our award-winning contact center products – NGNCloudComm, NGNInsights, and NGNShadowCoach.

Our company motto is “Let your imagination be your only limitation” and we back it up with our products, our customer service, and most importantly with satisfied customers.

Contact Center requirements are expanding – cloud deployment, remote agent support, data privacy, omnichannel, IVR, AI and more. Grupo NGN’s products cover all these needs and works together as the brains of your contact center.

Grupo NGN has released an updated version of our website to better align with our award-winning contact center products – NGNCloudComm, NGNInsights, and NGNShadowCoach.

Our company motto is “Let your imagination be your only limitation” and we back it up with our products, our customer service, and most importantly with satisfied customers.

Contact Center requirements are expanding – cloud deployment, remote agent support, data privacy, omnichannel, IVR, AI and more. Grupo NGN’s products cover all these needs and works together as the brains of your contact center.

Provide true Ominchannel experiences

Allow your customers to communicate via phone, email, chat, SMS text, web forms, and social media channels.

Use a single agent interface

Agents can handle every communication channel from the same platform with our native blended environment. No need for agents to remember multiple usernames and passwords or time wasted logging in and out of different software to change from phone to chat to email etc.

Apply custom business rules

NGNCloudComm allows you to fully control how inbound calls are routed and queued and control how outbound calls are scheduled and assigned. Email, chat, SMS text, and social media messages are treated like phone calls giving you the same powerful IVR and business rule applications to route, schedule, and queue all your communications.

Build your own IVRs

With our user friendly drop and drag interface any user can build powerful IVRs without any programming experience.

Run custom reports

In addition to our more than 30 built in reports you can customize additional reports to pull and analyze the exact data you need for your contact center.

Be compliance ready

Whether you need to be TCPA, HIPPA, PCI or any other compliance, our multi-instance secure cloud based servers are deployed with your needs in mind and go through regular penetration and security testing.

Follow your imagination

When we say "Let your imagination be your only limitation" we mean it! NGNCloudComm is built to handle the future needs of communication.

Improve Performance

20% decrease in handle time? Check. 400% increase in successful upsells? Check. 30% increase in adherence? Check. We have the case studies to prove how NGNInsights increases performance.

Deploy Gamification

Gamification is more than just bells and whistles. NGNInsights uses leaderboards, points, awards and achievements in proven ways to motivate your employees.

Increase Supervisor Efficiency

Supervisors spend less time reading spreadsheets and more time engaging with the agents that are in the most need of assistance and training.

Motivate your Agents

Our real time feedback loop with simple Green/Yellow/Red benchmarking empowers your agents to make improvments in real time and to maintain a high level of activity on their own.

Control Internal Chat

Send broadcast messages to scroll across the top of the agents screen. Set up state based channels that can only be accessed when agents are on lunch or break. Take full control over who and when your agents can chat with each other or with management.

Real Time Monitoring

View your agents monitor and listen to their audio in real time to provide compliance and training as needed. Our built in chat allows you to communicate with the agent as needed while monitoring their work.

Custom Recording

Record as little or as much of your agents interactions as needed for compliance, quality, and training with our scheduling rules. Recorded files are kept for as long as you need them based on storage availability not on a predefined schedule.

Leverage industry knowledge

Grupo NGN executives are members of PACE (Professional Association for Customer Engagement) and serve on the Government Affairs board. This means we constantly monitoring political and legal changes to the contact center industry and ensuring our products are compliant.

Receive free software updates

We run agile development teams with consistent software upgrades and updates that are always part of your licensing contract. We listen to our customers feature requests and make sure our software adapts to your needs.

Engage professional services

Our software deploys quickly and is simple to run and manage. But for those custom projects we have a dedicated professional services team that consult with your team and make sure your contact center is running exactly how you want it to.

    

The Frontal Lobe of the brain is known as “the executive” area of the brain handling decision making and movement while the Temporal lobe controls hearing and speech. NGNCloudComm:

  • Is a true omnichannel system that handles inbound and outbound phone calls, text messaging, email, social media, and more from a single platform and interface putting you in control

  • Handles telephony within the system configuration meaning you do not have the extra cost or hassle of running a PBX to have a fully functional CCaaS. This has been a huge money saver for many customers

  • Includes a powerful Drag and Drop editor allowing you to build and update your own IVRs plus delivering you the ability to carry out your pre and post business rules

  • Runs multi-instance (opposed to our competitors who run multi-tenant) with both cloud and premise (or hybrid) deployment options giving you additional security and control over your data

The Parietal Lobe is vital for sensory perception and integration. How often do your agents have access to their performance data? Once a week? Once a month? With NGNInsights your agents have real time access and analysis of their performance. Supervisors have a dashboard view that quickly allows them to know how each individual contact center agent is performing. Gamification is not just badges and awards thrown at agents hoping to create excitement and motivation. Real gamification applies proven elements of game play to improve performance and a solution to motivating and engaging your agents. With NGNInsights you also have your own build in chat service designed for contact centers, which is another tool that motivates and engages your agents.  Customers using NGNInsights have achieved the following results:

  • Reduction of 27 seconds of Average Handle Time per agent per call equaling more than $1,080,000 in value per month for one of the top auto clubs in the United States

  • Increase from 8.37 support cases handled per agent per day to 10.15 cases per day, a 9.9X ROI for one of the largest BPO providers in the world

  • A more than 3.75X increase in upsell revenue for a Cable TV and Internet provider going from a 5.5% up sell average to a 20.1% up sell average

The Occipital Lobe controls vision. NGNShadowCoach was built specifically for the contact centers to monitor and coach agents real time, combing the visual of the desktops and audio of the call whether they are in a shared location or working remotely.

  • Video and Audio monitoring. View agent’s desktops (including multiple monitors if applicable) while also listening to the call audio

  • Record agent sessions as needed and maintain the recorded files for as long as needed

  • Our simple text chat allows you to communicate and coach your agents during live monitoring

Contact Us today to learn more and see how we are giving Contact Centers a better product while saving them money at the same time.

 

844 GO GRUPO

(844) 464 7876

      

 

 



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