Guest Blog Post: Gary Perlin from Ephiphany Video Marketing

You never know who you’re going to meet through LinkedIn.

I’ve been on a marketing quest for my business the last month or so using LinkedIn’s Sales Navigator—a great system if you haven’t yet tried it out. As I was reaching out to tech-savvy folks who might be able to use my video marketing services, I came across an interesting prospect by the name of Joseph Jacoboni, C.E.O. of NexGen Contact Solutions.

While Joseph didn’t need my services (just yet), what he told me about his business was quite impressive. Joseph is a super-nice and an easy-going fellow whose zeal for his new business immediately had me sitting up straight in my office chair; what Joseph had to tell me painted a picture in my mind of what is possible in the virtual office and call center space. 

While I have heard of virtual offices and call centers before, what Joseph and his team are doing is taking it several steps further to make the experience much broader and more immersive. And why not? After all, we are being thrust further and further into a digital world—whether we like it or not—we may as well get the best out of it. And that’s where NexGen Contact Solutions comes in. 

Instead of being your run-of-the-mill call center and virtual office, NexGen creates a visual space for employees, agents, and officers to collaborate and develop relationships much more easily. You see, when someone jumps online and logs into the virtual office, an avatar appears in that virtual office space so that anyone else who happens to be in office can see that person represented visually; they can also see where that person is in the virtual office. For instance, if Joseph happens to be on a conference call with several others of his team, they would all appear together in the conference room on the virtual board—thus making it much easier to not only know this group of folks isn’t available, but also who exactly is in the meeting with Joseph, and when the meeting will be over. Once the meeting is over, the team will resign to their perspective offices, or the virtual kitchen, or even a virtual lounge area where they will be visually represented.

Some of the added benefits:

• Connection and collaboration
• Develop more meaningful relationships
• Less isolation (especially in this post-pandemic world)
• Clients have a more tactile interaction—similar to a brick and mortar call center, allowing management a more hands-on approach.
• Less turnover with better CSAT, SLA, and KPI
• (AI) Artificial Intelligence-driven

Below is an image of a beta-phase virtual office, complete with offices, conference rooms, lounge area, and even a kitchen. “Who’s 3-week old fish and chips is this?”

Whether a client is comfortable using phone, email, chat, mobile apps or social media, NCS has seamlessly integrated those outreach methods into their software. The availability and simplicity NCS offers to any company who is in need of inbound/outbound tele sales is bar none the best service I have come across. What a novel idea. Joseph has really grasped with two hands this digital void that has been missing for call centers and virtual offices; I only wish I had thought of it first.

Here is a list (I know you love lists as much as I do) of what a new client might expect when signing up with NexGen:

Features:

  • Customer acquisition
  • Outbound and inbound tele sales
  • Webchat customer service and sales
  • Implementation Assistance
  • Technical Support
  • Customer Service including fulfillment and returns (RMA)
  • Upsell and cross sell

Benefits:

  • State-of-the-art multi/omni-channel contact solutions, primarily in the IoT, and technical support arena
  • Domestic/USA home base workforce to deliver industry leading quality interactions
  • 24/7/365 access to knowledgeable and culturally savvy agents
  • Home-based certified support personnel that can be quickly scaled to handle high volume client campaigns
  • Integration with client systems/processes that deliver quality customer touchpoint optimization
  • Advanced technology infrastructure to provide flexibility to adopt emerging technologies
  • Fully compliant operations, technology and applications
  • Unique virtual office technology.

That’s a very robust and comprehensive list of offered services, but this cloud-based software’s visual aid is at the heart of this new tech. We are in an increasingly lonely and separated world, and the ability to connect with people is becoming more and more difficult. What NCS has created allows the average work-from-home employee, manager, agent, and client to feel more connected—which, as anyone knows, is the number one way to avoid depression and anxiety.

While I was chatting with Joseph, I knew I had to do a blog write up about his unique new company, not because he asked me to (he didn’t), but because I believe in it. And when I believe in something, I get behind it.

If you have a need for any of NexGen Contact Solutions services, you can contact Joseph directly at:

P:  561-270-0227
C:  954-907-1902
E: Joe.j@xcsat.com
W:  www.NexGenContactSolutions.com

You can find this blog post at: AMAZING NEW TECH! More Than Just a Virtual Call Center – Epiphany Video Marketing (epiphanyvm.com)

Virtual Office Tech Solutions

In a world of fast-changing technology, home-based businesses/employees, and social distancing protocols to prevent the spread of COVID-19 the need for organizations to have a physical workspace location is quickly becoming obsolete. One of the biggest advantages of this change is that your business does not have to invest in a lease or pay rent on a location–savings you can pass on to your customers/clients and your company. NexGen Virtual Offices features:

  • Multi-story floor plans with company branding
  • Fully customized floor plans and individual office spaces–you or your employee can create their own room
  • Virtual Meeting Rooms (audio conference + video conference + screenshare)
  • Enhanced Collaboration Tools (chat, vmail, instant notifications, news, and announcements)
  • Performance Management (see who’s online, where they are, and visit offices)
  • Online Training
  • Company Apps & Documentation Repository
  • Personalized images/avatars
  • Technical Support during and after implementation!

NexGen Virtual Office Solutions is the most professional and affordable option available for businesses looking to do away with a physical location to enhance business resiliency. There are many benefits to a virtual office, including:

Decrease overhead by saving on physical office space

No office lease/rent. No utility payments. No hardware and associated costs that come with having a brick-and-mortar office space = $avings and increased profit margins.

Add legitimacy to your home-based business

While home-based businesses are starting to become more and more acceptable, with several major enterprises, such as Amazon, having started out as home-based businesses. Having the physical address that comes with a virtual office will add legitimacy to your business since your clients will be privy to a professional location that isn’t simply someone’s home.

Say Goodbye to your Commute

Commuting to work each day can eat up a lot of your employees time–2 to 3hrs for some!. By using a virtual office, you can instantly eliminate daily commutes, saving time that you can put towards more useful things and time working.

Scale your business instantly

Your business is growing, and you need to hire more employees? You are trapped between two choices: Cramp everyone in the office or move to new office space, and this means a considerable cost. NexGen Virtual Office Solutions solves this problem instantly and allows your business to scale and increase employees at the snap of a finger. You are not limited to office space or location. You can rapidly add employees to your company and train them whenever you need it without having to go through hoops. Get a Branded Virtual Office Now!

It’s the Eco-Friendly Choice

More and more responsible businesses are taking steps to reduce their impact on the environment, and renting virtual office space is one of the best ways to do so. Beyond the obvious reason of no air pollution being created from driving to the office, a virtual space will also cut down on the amount of waste being produced as all business will be done digitally.

You can now get the Talent you Want and Need

You need someone with a particular set of skills, skills that can make him/her a dream for a business like yours (yes, I’m paraphrasing the famous quote from TAKEN), but this person lives a city apart? You will have to pay for accommodation or offer some very seductive benefits to convince them to move to your town. That is if you are using physical office space. With NexGen Virtual Office Spaces, it doesn’t matter where the talent you need lives (hours away, cities away, states away, or countries away). You can still hire them!

IoT Call Center Solutions

NexGen IoT Call Center Solutions is one of the few companies who specialize in the complex world of Internet of Things (IoT). In today’s high-tech digital world wireless technologies have increased the trends of IoT, or internet of things. IoT devices devices are smart devices which have support for internet connectivity and are able to interact with the other devices over the internet and grant remote access to a user for managing the device as per their need.

The market for IoT devices is expanding rapidly day by day and becoming more popular as well with the drastic increase in the number of users who use them daily. With that expansion comes a learning curve and increased IoT Technical Customer Support for items such as:

  • home voice controllers such as Google Home & Amazon Alexa
  • smart doorbell cameras and home security devices (Ring, Blink, August)
  • smart locks
  • smart lights and switches
  • smoke alarms & air quality monitors
  • home temperature controls such as Nest Thermostat
  • smart home wifi systems such as Netgear Orbi
  • universal media remotes such Logitech Harmony
  • laptops
  • smartphones
  • smart gadgets (coffee brewers, microwaves, printers, bicycles, drones, scales, washer & dryers, headphones, etc)
  • smart watches
  • smart robots such as Kuri Mobile Robot, and even
  • smart and digitized vehicles

NexGen IoT Call Center Solutions can help you provide a positive end-to-end customer experience through the entire IoT deployment life cycle by monitoring, servicing, managing, which is followed by regular updates and decommissioning at the end.

Next Generation of Contact Center Technologies

As the leader in digital transformation, NexGen is the contact center of the future for the business process outsourcing (BPO) market. NCS provides a new level of customer-centric services across all interactions in existing and emerging markets, specifically targeting the rapidly growing Internet of Things (IoT) market. The Company provides an array of sophisticated solutions based on artificial intelligence (AI) coupled with chat bots, mobile apps and virtual agents. 

This next generation platform  provides flexible, high quality outbound and inbound sales and technical support, and real-time connectivity to IoT devices, networks and storage.  Our technology platform seamlessly integrates with human intervention to provide our clients’ customers a single point of contact for an increasingly complex world of networked smart devices and applications.

Our Technology

The company’s technology suite is based on state of the art, On-Demand components. NexGen Contact Solutions takes advantage of the latest omnichannel web-based telephony, case and workforce management systems.  These systems are less expensive, more powerful and scalable upon demand, most importantly, easier to integrate with other systems.

Our unparalleled call center technology solutions such as NCS Smart Connector ™ allows us to easily help your customers implement and integrate any IoT device in the comfort of their own home without human intervention. You also get:

  • Domestic/USA home base workforce to deliver industry leading quality interactions
  • 24/7/365 access to knowledgeable and culturally savvy virtual agents
  • Hybrid mix of site-based and home-based certified support personnel that can be quickly scaled to handle high volume client campaigns
  • Integrated with client systems/processes that deliver quality customer touch point optimization
  • Advanced technology infrastructure to provide flexibility to adopt emerging technologies
  • Fully compliant operations, technology and applications (HIPPA, PCI, CCPA, GDPR, and more)
  • Enhanced Customer Experience beyond any other solution in the market