nGAGEMENT Reviews

The most helpful part about the product is it is helpful for customer service

The bad part is the updates are not been properly working

It helps us on finding the right pain of customer and then resolving it

The people at nGuvu really work as a partner to establish an environment that will drive productivity but also add fun into the Agents' days.

I am hoping that in future developments, Managers will be able to manually add points to the Representatives for a variety of reasons.

I recommend this product.

Previously, we were manually tracking schedule adherence. With the nGagement platform, we can easily track schedule adherence and allow for real time access for the Agents.

The nGUVU team is terrific to work with. They take the time to understand the business problems and tailor the product to best address those needs. With regular weekly meetings we were kept up to date with progress, performance improvements, and new software features.

In our case we didn't really have a lot to dislike. the product is well build, very customizable, and the team and support we received were outstanding.

Improvements to schedule adherence (shift starts) and break adherence.

When this product was rolled out, I thought, great, another app to juggle while I field customer issues and try to triage. But it's not meant to be used for case logging or customer interactions. nGUVU is my personal scorekeeper, and it also helps me focus on the metrics my boss wants me to improve.

The interface is basic, but it provides a lot of data. There's a notification column along the screen that shows how my team is doing, and the latest hits and missed from them, and the main area has a bullseye to represent my own objectives. I love the visual shortcuts and ability to launch inter-agent challenges!

nGAGEMENT is like a social interface, but if you replace the friend updates with work-related ones, you get an idea of what it's about. I can check it once and get my status in a few minutes, without being tied to the app to actually do my work. Huge time-saver and less of a hassle than what I have heard about typical gamified apps.

Our manager also sends out a quiz on a weekly basis, and uses those to provide a prize, like hokey tickets or a weekly bonus.

It's pretty slick, and I feel connected at work!

Here is a list of things I would love to see in the product:

- A summary of my past accomplishments - like the year in review

- Lots of avatars, can I actually import one I already have?

- I would love to get more tips on best practices - is that built-in?

If you want your managers to consider this app, make sure you get them to look past the fact that it's called "gamification". Although there is a social media feel to it, it's really work-related. I think we had a homegrown version of this before, but it never took off, and now that we get our stats from the Genesys system directly, there is no questioning the data - for instance, before we would debate if our on-hold rates were on the line or improving, because someone else was interpreting the data.

It's slick, fun, and integrated with Genesys. Thumbs up!

We were told nGAGEMENT was being rolled-out for us to better collaborate internally, and I have to say, it seems to be working.

Our office in Denver is working with us on KPI challenges, we have total visibility into our objectives, such as customer satisfaction, NPS scores, AHT, and other performance stats - and every day, we can see how close we are to a weekly or monthly objective, depending on the stat and how often it's tallied.

The way I see it, we get to put a little fun into work, and I even caught myself planning how to improve my stats for my next review off-hours, which has me less stressed and a lot more focused on customers.

The way the employees interact with the metrics and are encouraged to improve performance.

Linked to a product and not a stand-alone module

Great product, but need a specific version of Genesys to get all the benefits

Performance metrics visibility, self-development and safe competition among co-workers

- I like that the software is very customizable and can be setup to work with company processes and companies are not forced to "bend" to the nguvu process.

- When it comes to integration and getting access to the data the nguvu developers are second to none.

- New features and product enhancements continue to keep on being introduced at a quick pace.

Initially the setup process can take time depending on your internal data structure.

- Sometimes the benefits are abstract or not immediately obvious.

- Have a good idea of the KPIs that you want to improve.

- Involve IT so you don't get pushback when you want to implement

- Start with a small pilot project

- Nguvu helps to motivate and keep contact center agents engaged.

- Keeps the company focused the important KPIs.

- The solution is well priced and delivers a very fast ROI.

It supports a wide array or programming languages, enabling us to practice and improve skills across various coding paradigms.

nGAGEMENT'S analytics tools offer detailed insights into individual and team performance, helping us identify strengths and areas needing improvement.

The gamified approach to learning and coding exercises makes the process enjoyable, encouraging consistent participation.

Lack of comprehensive offline access hampers usage in environments with limited internet connectivity.

The platform can be resource-intensive at times, requiring robust hardware for optimal performance.

Occasionally, the difficulty level of challenges seems inconsistent, leading to fluctuations in engagement.

It addresses the challenge of maintaining team engagement by providing an interactive and gamified coding environment, boosting motivation levels.

The platform aids in evaluating individual and team performance, identifying areas for improvement and recognising strengths.

The analytics and reportint tools create a feedback loop, allowing us to track progress and adjust learning strategies for better outcomes.

Tracks specific categories for specific agents and makes a game of the comparison to other agents in those categories.

It is a separate product that you have to allow access into your organization unit on Genesys Cloud.

the gamification gets agents excited and engaged. Shows how agents where they are compared to the top in several categories.

One of the better application out there to keep your projects and task organized!

I want to be able to customize it more .

Being organized and proactive with deadlines.