nGAGEMENT takes your contact center performance to the next level: employee engagement is achieved via social media features and game mechanics, leveraging your existing contact center data and reports from any vendor solution. nGAGEMENT also adds predictive analytics and powerful reporting tools. Save time and money with nGAGEMENT.

 

Take a 1-minute Tour of our nGAGEMENT app for Contact Centers. Leveraging Game Mechanics, Machine Learning, and Behavioral analysis, nGAGEMENT offers real-time feedback, performance management, and an immersive environment to promote engage agents and encourage better performance!


Contact center quality monitoring

Quality Monitoring

Access the nGAGEMENT Quality scorecard for instant insight into each KPI that contributes to an agent's overall quality score.

WOW, TS, NPS, CSAT ~ you choose the metrics that matter from your contact center system.


Contact Center workforce optimization

Schedule Overview

Managers get an overview of their team's performance metrics in real-time, as nGAGEMENT synchronizes with any Contact Center system via standards-based connectors. All features available regardless of platform, device or browser.


Contact Center Workforce Optimization

Manager Overview

The Manager Overview provides vital insight into your agent teams and departments, as well as multiple sites. This consolidated view provides access to KPIs, compliance metrics, and points from competitions, as well as a number of other configurable metrics.


Contact Center contest - nGAGEMENT

Contest Module

With the contest module in nGAGEMENT, you can make it easy to run weekly, monthly, or "ad-hoc" contests to boost performance. Sales and Service agents can create teams, view their progress, and stay up to date on contest details via the notification feed.

Want everyone in on the action? Move away from the whiteboard and share contests and prizes/incentives via nGAGEMENT notifications. You can add rich media, such as video, links and redeemable gifts in a single message.


Outbound contact center sales - nGAGEMENT

Sales Module

Inbound, Outbound, or Blended - Your contact center sales team will benefit from nGUVU nGAGEMENT's new sales performance module.

Agents get instant access to their current sales goals, KPIs, and progress, along with indicators that provide incentives for pushing their performance to the next level. 

Empower your sales agents with on-demand monitoring and performance optimization with a gamified user experience.


Contact Center Sales management

Sales Management dashboard

Complementing the agent-focused sales module, the manager's dashboard provides important and timely insight into sales activity and results - at the agent, group, and team levels.

Sales dashboards abound, but ours provides deep analysis and predictive data - leveraging our industry-unique Machine Learning model - for actionable data and decision-support at the manager and executive levels.

Get real-time insight and drive sales performance across your contact center sales team.


Contact center agent avatar

Avatar

The Avatar is the agent's representation in nGAGEMENT. Avatars create a strong emotional attachment between the player and the game. We offer thousands of avatar combinations, and can also develop branded or site-specific characters to comply with corporate standards.


Contact center workforce management

Leaderboard

nGAGEMENT's leaderboard shows the most recent updates on KPIs, Status, Challenges, Quizzes, and Targets to achieve. Agents can access the Tour feature to help with navigation across the various nGAGEMENT modules, access system parameters for password changes and language preference, and submit comments or questions. Managers and Supervisors garner an overview of their team's objective-based performance metrics, configuration tools, launch SPARKs and prepare Reports


Contact Center employee engagement challenge

Challenge

Using the Challenge feature, agents can invite a colleague to engage in a daily contest. Based on the performance points of a specific day, the agent with the most points wins. An automated Cheer will broadcast the winner's accomplishments.


Contact center employee engagement - Spark

Spark

Unique to nGAGEMENT, a Spark is a custom challenge issued by a manager to a specific agent in order to provide a personalized boost in motivation.

Powered by our Machine Learning algorithms, Sparks are configured based on agent behavioral patterns, past performance indicators, and predictive analytics.


Contact Center employee engagement quiz

Quiz

Provide ongoing training with our eLearning module available right within the nGAGEMENT app! Measure each agent's level of knowledge and determine key areas for improvement.

then create, manage, and score quizzes across multiple departments, or with small workgroups of contact center agents - your choice! 

this flexible tool is just another way we provide support for achieving - and surpassing - your contact center KPIs.


Contact center employee engagement - badges

Badges

nGAGEMENT badges not only serve to demonstrate your progress and status, they are configurable for each agent!

Create a badge to motivate team members on a winning streak, or add a new level to your agent incentive program. Every time an agent earns a badge, their teammates are automatically notified via the nGAGEMENT Activity center.


Contact center employee engagement - workflow

Notifications

nGAGEMENT provides a direct messaging app, allowing managers to broadcast announcements and agents to communicate across teams and site locations.

Managers can also leverage this news feed to ensure everyone is up to speed on important bulletins, new contests and SPIFFs, etc.