Vonage Contact Center's Global Voice Assurance feature enables a global organization to work as one team.
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Vonage Contact Center contact centers consist of a VCC Admin Portal platform and a set of associated telephony servers. These components are located in the same geographic location. Traditionally, a global organization—operating in multiple geographic regions—might choose one of the following approaches to globalize their Vonage Contact Center solution:
Multiple Vonage Contact Center contact centers
The organization has a contact center in each geographic region in which the organization operates. For example, an organization operating in the United Kingdom, North America and Australia would require a contact center in EMEA, NAM and APAC.
With this approach, VCC Admin Portal administrators must maintain three separate VCC Admin Portal accountsplatforms, while the organization's customers benefit from local calls.One Vonage Contact Center contact center
The organization has one VCC Admin Portal platform and one set of telephony servers in a single region. For example, an organization operating in the United Kingdom, North America and Australia might choose to have a single contact center in the North America (NAM) region.
With this approach, VCC Admin Portal administrators benefit from maintaining a single VCC Admin Portal platform and the organization's North American customers benefit from local calls, while customers in the United Kingdom and Australia experience latency and poor voice quality due to long-distance calls.
The Global Voice Assurance feature pairs a single VCC Admin Portal platform in one geographic region with sets of telephony servers in others. For example, an organization operating in the United Kingdom, North America and Australia would have a single centralized VCC Admin Portal platform in NAM, but individual sets of telephony servers EMEA, NAM and APAC.
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- Better voice quality and minimized latency for calls.
- Administration of a single VCC Admin Portal platform instead of multiple platforms in several regions.
- Consolidated reporting. Instead of collating statistics from multiple VCC Admin Portalsplatforms, the information for reporting purposes is all available in one instance.
- Simplified routing of calls to agents in different regions because all agents are configured in the same VCC Admin Portalplatform.
How do I use Global Voice Assurance?
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To make use of Global Voice Assurance for inbound calls, you must configure your call plans to use a Universal Contact Distributor (UCD) applet. For information about how to configure a call plan for use Global Voice Assurance, see Creating a call plan to use Global Voice Assurance.
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Your VCC Admin Portal account must be set to display telephone numbers in international format. For information about setting the telephone number display format, see Editing System Settings. If you are using Click to dial in NewVoiceMeda in Salesforce, all phone numbers must be in +E.164 format. For information about Click to dial and +E.164 format, see Click to dial and Telephone number formats in Vonage Contact Center in Salesforce. |