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Grupo NGN: Contact Center Software and BPO services

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Friday, February 26, 2021 11AM EST

Click here to register for the webinar: https://teams.microsoft.com/l/meetup-join/19%3ameeting_ZjAyNmVkN2UtZWJiNC00ZjN

Grupo NGN, Inc. is an Enterprise Contact Center Product House which was formed in August of 2014 as a successor company to SCS Inc. which was founded in 1987. Combined the two companies have over 25 years of experience in the Contact Center industry from multiple angles. Our core solution is our Contact Center software, NGNCloudComm which can scale to 10,000 users. Based on our design philosophy, our software is the only one that adapts to address the customer's needs, not the other way around, and its capabilities along with its flexibility allows us to say this: Let Your Imagination Be Your Only Limitation.

NGNCloudComm is available as Cloud, Premise or Hybrid Contact Center solution. The solution can also be deployed on a full TCPA compliant mode. NGNCloudComm is an Omni Channel, Native Blended solution that greatly improves the Customer Experience, increases Agent and Supervisor productivity, enhances revenue growth while substantially reducing Operational Costs. NGNCloudComm offers unique features and capabilities at one blended price to the end customer.

When customers deploy our solutions, they are experiencing at least a 20% decrease of operational costs and a minimum average of 20% increase in Agent Productivity. A 20% increase in Agent Productivity in a 300 agent Contact Center, will deliver a $3,000,000 savings in Operational Costs.

NGNInsights is the Agent Performance Management and Gamification feature of our NGNCloudComm Contact Center solution. NGNInsights is so powerful that we decided to also offer it as a standalone product. This product is a great way to open a door to a customer who is still under contract with their current provider. This strategy will likely lead to selling NGNCloudComm once they are out of contract.

We strive to be constantly at the peak of innovation. To showcase that, we have just released a new feature: EngageNow. This feature will greatly enhance the call center's customers experience, increase agent and supervisor productivity and lead to greater profits for their clients and the call centers. EngageNow allows a call center customer to reach the center from any client's web-enabled device without using the public telephone network. The feature while providing improved customer service can also save the client significant network cost.

Another example of innovation is our most recent feature added: NGNShadowCoach. It allows supervisors to view the actual screen and computer audio of the agent's machine, at the same time that provides Chat capabilities between the supervisor and the agent. As in the case of NGNInsights, this feature was so powerful that we can offer it as a stand-alone product by popular demand.

Both NGNInsights and NGNShadowCoach are exciting door openers to centers that are experiencing challenges with managing agents working at home. Obviously, these features are still very helpful to call centers operating with their agents on premise now and in the future.

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