Name: nGAGEMENT
Author: nGUVU

Communications Outsourcing

Help Desk

Web and Video Conferencing

Customer Support

Innovation Management

Development

Business Intelligence (BI)

Collaboration

Enterprise Feedback Management

Interactive Voice Response (IVR)

Manufacturing Execution

Payment Facilitation

Supply Chain Management

Enterprise

Accounting

CTRM

Corporate Performance Management (CPM)

Finance and Accounting

Applicant Tracking

Corporate Learning Management

Course Authoring

HR Compliance

HR Management

Payroll

Professional Employer Organizations (PEO)

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Cloud Storage

Enterprise Flash Array Storage

File Sync and Share

Fraud Detection

High Availability Cluster

In-Memory Databases

Integration Platform as a Service (iPaaS)

Internet Security

Network Operating Systems

Network Performance Monitoring

Remote Monitoring and Management

SaaS Management

Software Defined Storage (SDS)

Threat Hunting

User Virtualization

Wireless LAN

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Content Management

Digital Signage

Email Deliverability

Email Marketing

Graphics

Headless CMS

Marketing Automation

Online Reputation Management

Retail Media Advertising

Social Media Management

Social Media Publishing

Survey & Forms Building

Technology Review

Web Analytics

Marketing

Field Service Management

Project Management

Professional Services

Customer Relationship Management (CRM)

Social Commerce

Sales

Intrusion Detection

Security

Auto Repair

Building Information Modeling (BIM)

Construction Management

HIPAA Compliance

Homeowner's Association (HOA) Management

Insurance Agency Management

Investment Portfolio Management

Law Practice Management

Legal Billing

OSS/BSS (Operations Support/Business Support)

Retail Analytics

Vertical-Specific

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Customizable Software: Reviewers appreciated that nGUVU is customizable and can be set up to work with company processes, rather than forcing companies to bend to the nGUVU process. Many users felt that this feature was a critical component of their positive experience.

Regular Introduction of New Features: Users thought that the regular introduction of new features and product enhancements kept the software fresh and up-to-date. Several reviewers praised developers for being skillful in getting access to data, which helped them stay ahead in performance review discussions.

Gamified Interface: The gamification aspect of nGAGEMENT was highly praised by several reviewers who found it engaging and fun. They loved the visual shortcuts and ability to launch inter-agent challenges, making it feel like a social interface for work-related updates. Some even found it more straightforward than typical gamified apps while still being a huge time-saver compared to other systems.

Limited Customization: Some users have expressed a desire for more customization options in nGAGEMENT. They feel that while the product is generally helpful, it would be even better if they could tailor it to their specific needs and preferences.

Setup Process Takes Time: According to some reviewers, the setup process for nGAGEMENT can be time-consuming. This is especially true for organizations with complex data structures. As a result, some users may find the initial implementation process frustrating.

Unpopular Quizzes: A few reviewers have mentioned that they do not enjoy the quizzes sent by their managers through nGAGEMENT. While these quizzes are meant to be fun and engaging, some users feel that they are repetitive or unnecessary. These individuals would like to see a reduction in quiz frequency or an improvement in quiz quality.

nGAGEMENT is an employee engagement platform focused on the contact center industry. Its objective is to improve intrinsic motivation, self-management and engagement by deploying game mechanics, recognition, and social media concepts. The cloud-based software enables agents to compete in friendly challenges with their colleagues, earn badges for their achievements and view rankings in a leaderboard based on more than 25 built-in KPIs (which can be substituted or supplemented by custom ones). Additionally, micro-contests can be created within teams using weighted KPIs that enable nGAGEMENT to track results automatically without human intervention.

The activity feed function of the program allows users to recognize other workers' accomplishments as well as offer peer-to-peer feedback. nGAGEMENT even provides insights into performance through advanced machine learning algorithms that allow for workforce optimization, monitoring attendance rates, tracking employee attrition rates as well as detecting fluctuations in team member performances over time. Overall, this platform delivers enhanced agent engagement which leads to employees who are better motivated and able to complete tasks while having fun competing with fellow employees.

NICE CXone Mpower is a cloud-based contact center platform that manages customer interactions across multiple communication channels. It includes features such as automatic call distribution (ACD), interactive voice response (IVR), omnichannel routing, workforce optimization, feedback management, and interaction analytics.

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Talkdesk® supports CX with Customer Experience Automation (CXA), using AI agents to replace manual workflows. Powered by the Talkdesk Data Cloud, CXA delivers real-time context and fast deployment—to transform CX without a rip-and-replace.

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Talkdesk

nGAGEMENT

Call Center Workforce Optimization

Dive Into The Agent Journey With nGAGEMENT

Summary view of a typical agent's profile with accomplishments and other data in tab view

Performance metrics for a typical agent. Metrics used for performance scoring and optimization are read from contact center infrastructure systems, like Genesys and ININ.

A closer view of a top-line contact center metric: agent quality. Reports and stats are produced in sharp quality and configurable views

Example of a contest being managed through nGAGEMENT. We integrate with reward systems if desired.

Summary leaderboard view across tracked metrics

Two agents go head-to-head for incentives and bonuses.

See what's going on across departments, and send a quick high-five to your colleagues.

nGUVU provides gamification and machine learning solutions for call centers. The vendor’s stated mission is to create a better everyday work experience for contact center agents. Additionally, the vendor says they gamify their responsibilities, empowering and motivating them to self-manage and improve continuously by bringing a sense of fun and collaboration to achieving objectives.

nGUVU

TrustRadius is a technology and business research firm based in Austin, Texas. The company is known as a review platform for verified B2B technology and software reviews through a proprietary algorithm and human verification.

TrustRadius

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Call Center Workforce Optimization Software

nGAGEMENT

Overview

What is nGAGEMENT?