Everything You Need, All With One Solution, At One Price
Major Reduction In Operating Costs
NGNCloudComm’s software-only platform offers customers a very cost-effective Contact Center platform with no proprietary hardware. Since we operate on a true blended environment, combining all of that with proactive outbound agent-less messages triggered by an event, (severe weather, bill format changes) or eliminating bottlenecks in your customer service process (follow-up on insurance claims) dramatically reduces inbound call volumes, which are far more costly to handle by staff.
Maximize Agent Productivity
NGNCloudComm’s omnichannel capabilities along with superior blending environment and intelligent scripting allows the definition of an unlimited number of Business Strategies. Going from the current Inbound only or Inbound with manual /preview dialing to Inbound blended with progressive and/or predictive dialing routes only connected calls to an agent.
This automates manual tasks such as contact lookup, manual dial time, ring–no–answer, busy–tone, and answering machines. In outbound environments, this provides a much higher agent utilization rate than with manual dialing – anywhere from 50–400% higher!
The combination of our patented Artificial Intelligence and efficient answering machine detection delivers higher agent utilization rates than our competitors.
Automate Repetitive Tasks
With the ability to run agentless campaigns, the customer can reach out to customers without involving expensive agent resources. Customers can send reminders for new services, bill collection, appointments, or perform a customer satisfaction survey. Removing repetitive tasks has also been shown to increase agent satisfaction and retention. The ability to create self-service IVRs for inbound customer interactions add to the extensive list of benefits.
Reach More Customers
By having combined access to all the customer interaction data along with the powerful inbound/outbound blended capabilities, the combination of patented predictive dialing, outbound/inbound SMS and emails, call tactics and campaign management enable the organization to contact more customers in their database and increase overall saturation of their contact penetration goals.
Ease of Management
Customer requirements can change quickly. With the Manager Console, supervisors can react quickly to focus on new target segments in an outbound campaign without IT intervention. Supervisors can perform “what if” scenarios to see how strategy changes impact inventory and results based on various factors. Supervisors can override call tactics and change agent profiles immediately. Likewise, in an inbound environment, Supervisors can rapidly change user qualifications/assignments regarding campaigns or skill sets within campaigns.
Reduce Call and Wrap-up Times
With customized scripting, it’s easy to customize and modify scripts with pull-down menus, checkboxes and easy call dispositions to shorten call times. Wrap up time can be limited to improve agent availability. Dispositions can even be automatically set based on scripting path – eliminating potential user errors.
Reduced Telecom Costs
When using our Business Rules module and our extraordinary voice treatment capabilities, we can often do in a single call what others take several to achieve.
At the same time, NGNCloudComm provides telecom services directly for a competitive price, giving you a single point of contact for billing, support, and service changes.
Alternatively, you can choose to bring your current telecom provider without penalty.
Increased Customer Satisfaction
NGNCloudComm’s monitoring and audio recording features, combined with intelligent scripting, ensures a consistent customer experience. Supervisors and QA personnel script each call for compliance and effectiveness and then monitor contacts to provide feedback on agent performance. This results in a customer experience that is constantly improved and has the best possible service delivered.
An Omni-Channel Cloud Solution Built On An Artificial Neural Network
NGNCloudComm gives you the advantage of having a single system with all the features, capabilities, and possibilities your need in a seamlessly interwoven solution.
Each individual part of the system is interconnected like the human brain; each part has its specialized function but is connected and talks to the other parts through the connectivity of an Artificial Neural Network.
Deployed Your Way
Regardless of the deployment method, our solution is the same – with the same features and capabilities regardless of where it is hosted! NGNCloudComm can be deployed in the Cloud (Private or Public), On-Premise or Hybrid!
In the Cloud
NGNCloudComm is the one-stop shop for everything your business needs. Eliminate the headache and cost of having to handle multiple systems to accomplish your contact center and business goals.
All–in–One contact center offers superior dialing capabilities blended with inbound calling, email, SMS, webchat, recording, monitoring, WFM, and so much more! The platform can integrate with virtually any infrastructure.
Simplify your operations while increasing your results and lowering your operational costs. Imagine how much better your contact center will perform with this kind of simplicity and functionality.
Real-Time Data Point Access
NGNCloudComm is built with advanced real-time reporting functionality to allow your business to instantly access data to make the most informed decisions. Access a whole new way of seeing your business operate with our ability to have rich real-time data at your fingertips.
On top of that, NGNCloudComm’s gamification and performance management feature – NGNInsights – automates the analysis of performance data in realtime, visualizing how each agent is performing according to the expectations you set for them.
Freedom of Independent Change
Make the key changes your business needs to the software without any dependency on us. NGNCloudComm is built for your business, and with our no programming required approach, anyone can make the changes needed on the fly.
We understand business is dynamic and things are ever-changing, so it is critical your software can adapt at the speed you need and never bottleneck while waiting for the vendor to make a change.