Voice That Is Tailored To Your Business
Consumer-centric voice technology provides your customers with the best experience when interacting with your company.
NGNCloudComm brings voice to the next generation, bringing pristine voice quality bundled with unmatched functionality all in one solution.
Unprecedented Function and Control
Our solution provides connectivity to public telephone networks via our state-of-the-art, geographically redundant switching facilities. It’s contact center software that’s pure plug-and-play on an enterprise scale.
Intelligent Scripting
NGNCloudComm’s scripting package is the most flexible and dynamic on the market. Anything that can be done on a web page can be incorporated into a script, including data interactions with third-party applications. Now your agents can become highly flexible and extremely versatile. With intelligent scripting, agents can work multiple campaigns on multiple channels.
EngageNow
Turn your website or mobile app into a two-way communication channel with EngageNow. With a single click, customers can turn any web-enabled device into a phone that connects directly to your contact center. Use EngageNow to pass customer information from your webpage or app directly to the agents or IVR, providing an exceptional customer experience.
Customer experience increases as the friction of connecting to your contact center decreases. Eliminate the cost of a phone call while providing an ever more enhanced way to maintain an innovative voice channel.
100% Call Recording
Record 100% of calls and store them for 1 year or 100 years, all with no hidden fees. NGNCloudComm gives you full functionality and features right from the start.
Advanced Routing
Calls can be routed, prioritized, and treated using a myriad of variables. Advanced routing means that what your business needs is what your business gets – routing that is exactly what you want it to be.
Customer Info Scripting
Agents are given a 360-degree view of each customer that reaches out to the contact center. With NGNCloudComm agents are prompted with all customer pertinent data because the best customer information gives the best customer experience. You choose what data gets transmitted to the agents!
Visual IVR Creator
Business is dynamic, and IVR options change with the business. With NGNCloudComm, administrators are able to make drag and drop changes. Codeless adjustments allow your business to make quick and easy changes with our visual IVR designer.
Virtual Hold
Boost customer experience with better technology. When wait times are long, give customers the option to be called back when it’s their turn. Giving customers this option boosts the overall customer experience, which is another example of NGNCloudComm’s ability to meet customers where they are at.
Phoneless Agent
Eliminate the costs and headaches that come with a desk phone, headset, or softphone. NGNCloudComm’s phoneless agent functionality only requires a compatible browser and a headset. This feature is included with the solution out-of-the-box at no extra cost.
Predictive Dialer
Multiple calls are dialed for every agent that becomes available based on the predefined predictive thresholds. Maximize agent talk time by delivering live contacts to the agent, not busy or unanswered calls.
Auto Dialer
Auto dialing drastically improves agent productivity by removing the task of agents having to manually dial a number. Through our auto-dialing functionality, calls can be initiated without any human interaction.
A.I. Engine
The A.I. engine is based on an Artificial Intelligent Neuronal Network that learns by itself based on internal and external behaviors and adjusts the system accordingly. Optimize productivity and performance using state-of-the-art artificial intelligence to adapt based on learned behavior.
Quality Assurance
Ensure quality by being able to monitor live any interaction on any channel. NGNCloudComm gives you the power to silently monitor where the agent and customers do not hear the coaching, active assisting QA where supervisors can speak to the agent, but the customer doesn’t hear, and conference monitoring where all three parties can hear each other. All calls can be recorded so the moment a call ends, you have access to listen to any call whether that was a call from last week or last year!
Progressive Dialing
A specialized form of predictive dialing that prevents the number of calls in progress from exceeding the number of available agents.
TCPA Compliance
NGNCloudComm was built by the very people that have managed day-to-day operations in the contact center; so we built NGNCloudComm to abide by the compliance laws to protect your business.
Inbound
NGNCloudComm creates the most seamless inbound experience for both customers and your contact center, removing any friction for the customer to connect with your business.
Inbound interactions are naturally of higher priority because it is the customer’s desire to talk to the contact center. NGNCloudComm puts you in the driver seat to determine how to route, prioritize, and treat each inbound interaction to guarantee the best customer experience.
Enhance the abilities of your agents by giving them the tools they need to successfully assist any customer that comes their way. NGNCloudComm is an asset for contact centers in giving them next-generation customer-centric technology.
Introducing Next Generation Networking At Its Prime: EngageNow!
Eliminate call costs of long-distance cross the globe calls. EngageNow shows your customers your business is reachable from any part of the world. Try it now!
Outbound
Simplify and innovate the outbound strategy with the most innovative solution on the market. NGNCloudComm automates routine tasks, assisting agents to get the most talk-time with live contacts, eliminates time wasted with unanswered calls and busy lines, drastically increases agent productivity, and can inform agents with a preview of each customer before the call. This creates a large impact on your bottom line with a sizable ROI just from the new possibilities NGNCloudComm provides.
Our A.I. engine learns from internal and external behaviors and adjusts the system accordingly. A part of this is our patented technology that applies an intelligent methodology to adjust abandon rates.
With out outbound capabilities you can dial calls in the way your business needs, with predictive, progressive, manual, and agent-less features. Expand the horizon of what is possible for your business with NGNCloudComm.
Call Tactics - Business Rules
Business rules are the fundamental rulesets and protocols that your business runs by, allowing you to operate and work with customers in a specific and structured way. Oftentimes these are just enforced by management or not even enforced enough. That all changes with NGNCloudComm.
We understand that in order to operate successfully each business needs to strictly adhere to their set rules or tactics for how to handle certain scenarios. NGNCloudComm automatically enforces these business rules or tactics that your company operates with, eliminating risks that come from these not being applied.
Compliance
NGNCloudComm supports the customer in meeting regulatory requirements.
–Configuration of unique calling names and numbers per campaign which are sent to the public telephone network. These numbers can be assigned statically to a campaign or individual leads, or multiple numbers can be assigned to campaigns for rotated usage or geocoded application to calls
-Do–not–call flags can be configured on a record within the script or by the supervisor.
-Automate messages can be left on an answering machine or played to a live connection with a prompt to “opt-out” of the calling list.
-Abandon rate
-Dialing laws
-TCPA dialing option
-PCI, HIPPA, and virtually any compliance framework supported!