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When it comes to optimising customer service, having the right tools can make all the difference. At NFON UK, we offer two powerful solutions: Contact Center Hub (CCHub) and Nmonitoring Queues (NMQs). While these solutions have some overlapping features, they are designed to serve different business needs. For some companies, choosing the more economical option without sacrificing essential functionality could be the smarter move.
In this blog, we’ll explore how to decide between CCHub and NMQs by breaking down their features and sharing real-life examples of how businesses can benefit from each.
Solution 1: Contact Center Hub (CCHub)
Overview
CCHub is a comprehensive cloud contact centre solution that allows businesses to manage customer interactions across multiple channels—voice, email, chat, and social media. It’s packed with advanced features like AI automation, CRM integration, and omnichannel analytics, making it ideal for companies that need to streamline customer engagement and enhance their support capabilities.
Real-Life Example
A growing online retailer was experiencing a surge in customer enquiries through both phone and social media. With customers reaching out across different platforms, it was challenging for the support team to keep track of interactions and respond promptly. By implementing CCHub, they consolidated all customer communication into one platform. The integrated CRM and AI-powered tools helped the support team prioritise responses and automate frequently asked questions, leading to faster resolutions and happier customers.
How It Can Help Your Business
If your business manages customer interactions across multiple channels and you’re looking for an all-in-one solution to scale your support operations, CCHub is the perfect fit. It’s especially beneficial if you’re planning to leverage AI to automate tasks and gain deeper insights into customer behaviour.
Solution 2: Nmonitoring Queues (NQ)
Overview
NQ is designed for businesses that are focused primarily on optimising their voice call support. It provides detailed real-time analytics, call queue management, and reporting to ensure efficient handling of inbound calls. NQ is a simpler, more economical solution that provides powerful voice monitoring without the need for additional multi-channel or AI features.
Real-Life Example
An insurance agency in Reading, needed a way to improve its customer support without overhauling its entire system. The agency primarily handles customer enquiries over the phone, and they needed a solution to monitor call volumes and optimise agent performance. By adopting NMQs, they gained real-time visibility into call queues and agent activity, enabling better resource allocation. The result was a 20% reduction in call wait times and improved customer satisfaction—all without the cost and complexity of a full omnichannel solution.
How It Can Help Your Business
If your business primarily focuses on handling voice calls and you don’t need omnichannel capabilities, NQ provides everything you need at a fraction of the cost. It’s perfect for companies that want to optimise their call centre operations without paying for extra features they won’t use.
How to Choose the Right Solution
Maximise Efficiency, Minimise Costs
Both Contact Center Hub and Nmonitoring Queues offer valuable tools for improving customer service. However, understanding your specific business needs can help you avoid paying for features you don’t require. If your focus is on handling voice calls efficiently, NMQs is a cost-effective solution. On the other hand, if you’re ready to scale your support across multiple channels and use AI to automate tasks, CCHub is your best bet.
Still not sure which solution is right for you? Contact our team today for a personalised consultation to find the best fit for your business needs.
