Name: NGNCloudComm
Author: Grupo NGN

Customer Success Management Training

Help Desk

Web and Video Conferencing

Customer Support

Augmented Reality Development

Development

Academic Advising

Education

Board Management

Business Intelligence (BI)

Collaboration

Contract Management

Corporate Social Responsibility (CSR)

Desktop Publishing

Enhanced 911 (E911)

Environmental Health and Safety (EHS)

Manufacturing Execution

Project Portfolio Management

Enterprise

Accounting

Investor Relations

Merger and Acquisition

Finance and Accounting

Applicant Tracking

Corporate Learning Management

HR Management

Payroll

Talent Intelligence

Talent Management

Workforce Analytics

Workforce Management

Human Resources

Access Gateways

Build Automation

Cloud Storage

Continuous Delivery

Converged Infrastructure

Data Center Cooling

Data Fabric

Fraud Detection

Integration Platform as a Service (iPaaS)

Managed File Transfer (MFT)

Mobile Device Management (MDM)

Network Behavior Analysis

Network Performance Monitoring

Threat Intelligence

Value-Added Resellers (VARs)

Workload Automation

Information Technology

A/B Testing

Ad Serving & Retargeting

All-in-One Marketing

Audience Engagement

Audio Editing

Content Management

Email Marketing

Gamification

Local Marketing

Marketing Automation

Press Release Management

Product Information Management (PIM)

Screen and Video Capture

Search Engine Marketing (SEM)

Social Media Management

Survey & Forms Building

Web Analytics

Marketing

Project Management

Professional Services

Customer Relationship Management (CRM)

Proposal

Quote to Cash

Sales Coaching

Sales

Cloud Infrastructure Entitlement Management

Security

Apparel

Chargeback Management

Dental

Financial Services CRM

ID Card

Internet of Medical Things

Nonprofit Fundraising

Oil and Gas

Vertical-Specific

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### Contact Center Operations
The reviews collectively highlight that NGNCloudComm's contact center operations are highly regarded by users. The platform's ability to cater to diverse contact center needs, its customizable features, and ease of use have been consistently praised. Users appreciate the efficiency and time-saving aspects of the solution, emphasizing its impact on streamlining operations and enhancing productivity. Additionally, the platform's inbound and outbound capabilities, including the predictive dialer functionality, have been commended for their effectiveness in optimizing customer engagement. The consensus among reviewers is that NGNCloudComm's contact center operations play a pivotal role in driving success for businesses utilizing the platform.

### Dialer Technology
Users universally praise NGNCloudComm's superior dialer technology capabilities. The reviews highlight the advanced features and functionality of NGNCloudComm's predictive dialer, emphasizing its efficient outbound calling campaigns and optimal customer engagement. Users appreciate the seamless integration capabilities and robust features that enhance agent utilization. The dialer's predictive algorithm and legal compliance modes are particularly lauded, positioning NGNCloudComm as a top choice for organizations seeking a reliable and effective dialer solution.

### Channel Management
Users unanimously praise NGNCloudComm for its exceptional omni-channel capabilities. Reviewers highlight the system's flexibility in integrating inbound and outbound phone channels, allowing for tailored solutions to meet diverse client requirements. The intelligent algorithms and advanced analytics embedded in NGNCloudComm empower businesses to enhance operational efficiency and productivity through effective channel management.

### Client and Customer Service
Users consistently highlight NGNCloudComm's client tools as user-friendly and reliable, with service requests and tickets being promptly and professionally addressed. The level of customer service provided by NGNCloudComm's team is commended for its efficiency and attentiveness, ensuring that client needs are met in a timely manner. The overall sentiment towards NGNCloudComm's client and customer service capabilities appears to be positive, with users appreciating the ease of working with the platform and the responsive support provided.

### Reporting and Analytics
Users seem to appreciate NGNCloudComm's real-time monitoring and reporting features. The reviews highlight the tool's ability to provide insights into production and post-production activities, consolidate channels, daily reporting, and systems into a singular system, and offer live-to-live monitoring for team members. The reporting and analytics capabilities are praised for enabling on-the-spot coaching, praising representatives, and facilitating easy deployment with enhanced functionality like SMS, chat, and detailed reporting. It appears that users find NGNCloudComm's reporting and analytics functionalities to be valuable assets in their operations.

High Customizability: Several users have praised NGNCloudComm for its highly customizable features that cater to the specific needs of contact centers. This flexibility allows users to tailor the software according to their requirements, enhancing efficiency and productivity.

Outstanding Outbound Dialer: Many reviewers have highlighted the exceptional performance of NGNCloudComm's outbound dialer. Its predictive algorithm and legal compliance modes have been commended for optimizing call campaigns and ensuring adherence to regulations. Users appreciate the seamless integration between channels, making it easy to manage outbound communication effectively.

Excellent Customer Service: A common sentiment among users is the appreciation for NGNCloudComm's customer service. The support team has been described as quick in responding to inquiries and resolving any issues or concerns promptly. Users feel valued and well-supported by the team, which enhances their satisfaction with the overall experience using NGNCloudComm.

Challenging Initial Access: Some users have found it challenging to access certain features in NGNCloudComm initially, although they mentioned that once they were able to access what they needed, the software became simple to use going forward.

Limited Customization Options: One user recommended allowing Admin users to customize the data they want to pull, instead of relying on canned reports provided by NGNCloudComm. However, they did acknowledge that NGNCloudComm is responsive in making any necessary changes based on user feedback.

Occasional Freezing and Unresponsiveness: A few users reported that NGNCloudComm occasionally freezes and becomes unresponsive for a short period before returning to normal functionality. Although this issue was mentioned by only a few reviewers, it was still worth noting as an area of improvement.

Omnichannel CX

Call Center Standard

Digital CX

Bright Pattern Contact Center

Vonage Contact Center (VCC) supports organizations with integrations for Salesforce, ServiceNow, or Microsoft Dynamics. VCC is cloud-based and integrates with CRMs to centralize customer data, and offers omnichannel features.

Priority

Premium

Vonage Contact Center

NGNCloudComm

Contact center software (often CCaaS) enables organizations to manage customer interactions across voice, email, chat, SMS, and social media. Key features include IVR, ACD, omnichannel routing, call recording, analytics, and CRM integration. Designed for support and sales teams, these platforms improve responsiveness and CX. Compare cloud-based solutions by features, scalability, and verified user reviews.

Contact Center

Grupo NGN

Contact Center Software

Contact center software allows companies to manage inbound and outbound customer communications across a range of channels at scale, and may or may not include call reporting analytics. These channels can include voice (phone), email, fax, VoIP, webchat, video chat, and social media platforms.

Agent dashboard

Enables agents to track and view their individual and team performance.

Validate callers

Authenticates inbound callers with a customer ID.

Outbound response

Allows agents to make outgoing responses via different communication channels (e.g. phone, SMS/text, live chat, messaging apps etc..).

Call forwarding

Forwarding of calls to the appropriate agents.

Click-to-call (CTC)

Warm transfer

Allows current agent to speak with new agent before call is transferred.

Predictive dialing

Dials multiple numbers at once and connects the salesperson if a live speaker answers.

Interactive voice response

Pre-recorded greeting and menu options a customer can select from a telephone keypad.

REST APIs

Open APIs, SDKs, and supporting documentation, that enable businesses to customize and build on the Contact Center platform.

Call scripts

Providing agents with a predefined conversation script.

Call tracking

Enables agents and managers to see the origin of the call.

Multichannel integration

Ability to collect, store, and share customer data across communication channels such as voice (phone), email, fax, SMS/text, video, web chat, and social media

CRM software integration

Allows agents to access aggregated customer information and call history data, enabling them to view a comprehensive history of a customer’s interactions.

Automatic speech recognition (ASR)

Ability to offer speech-enabled IVR that translates callers’ spoken words into text, or ability to integrate with ASP software.

Natural language processing for IVR

Ability to offer conversational chatbots in the IVR.

Communications forecasting

Ability to predict volume based on historic data and/or machine learning, and generate schedules to meet forecasted capacity.

Workforce Optimization (WFO)

Tools that allow managers or team leaders to evaluate and track agent performance.

Inbound call routing

Connecting inbound callers to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Omnichannel inbound routing

Connecting inbound communications (coming from a variety of channels) to agents based on wait time, call priority, or whether any specific skills or knowledge is required to handle the call.

Recording

Record conversations to improve service quality by evaluating agent-customer interactions.

Quality management

Ability to monitor conversation content, administer evaluations, establish policies etc..

Call analytics

Gathers key performance indicators (KPIs) such as average time in the queue, average call abandonment rate, average handle time (AHT), average speed of answer etc..

Historical reporting

Ability to analyze long-term call patterns and trends such as peak call times and downtimes.

Live reporting

Ability to analyze real-time agent-customer interactions such as how long a caller has in the queue and call script deviation.

Customer surveys

Allows agents to gather post-interaction feedback from customers on the communication channel of their choice.

Customer interaction analytics

The process of taking unstructured interaction data across channels (audio, video, email, text etc..) and formatting it so that it can be searched and categorized based on interaction patterns.

Omnichannel support

Different customer interaction channels that a vendor may or may not offer.

Email

Voice (phone)

VoIP

SMS/Text

Video channel

Live chat channel

Co-browse

Screen-share

Social media channels

Mobile applications

Predictive Analytics

Using artificial intelligence (AI) capabilities such as machine learning and natural language processing to enhance customer experience.

Intelligent call routing

Uses machine learning to connect calls to the correct agents based off previous interaction data.

Chatbots

Machine learning enabled chatbots used to handle more routine or simpler customer requests, freeing up live agents to deal with complex issues.

AI assistance for live agents

AI provided predictive suggestions for live agents based on customer history and real-time interaction.

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.

NGNCloudComm

Overview

What is NGNCloudComm?