Versions Compared

Old Version 5

changes.mady.by.user Dawid Wietrzykowski

Saved on

compared with

New Version 6

changes.mady.by.user Helen Griffith

Saved on

Key

  • This line was added.
  • This line was removed.
  • Formatting was changed.

NewVoiceMediaVonage Contact Center's Global Voice Assurance feature enables a global organization to work as one team.

What is Global Voice Assurance?

NewVoiceMedia Vonage Contact Center contact centers consist of a NewVoiceMedia platform VCC Admin Portal 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 NewVoiceMedia Vonage Contact Center solution:

  • Multiple

    NewVoiceMedia

    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, NewVoiceMedia platform VCC Admin Portal administrators must maintain three separate NewVoiceMedia platform VCC Admin Portal accounts, while the organization's customers benefit from local calls.

  • One

    NewVoiceMedia

    Vonage Contact Center contact center

    The organization has one NewVoiceMedia platform VCC Admin Portal 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, NewVoiceMedia platform VCC Admin Portal administrators benefit from maintaining a single NewVoiceMedia platform VCC Admin Portal 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 NewVoiceMedia platform single VCC Admin Portal 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 NewVoiceMedia platform VCC Admin Portal in NAM, but individual sets of telephony servers EMEA, NAM and APAC.

...

  • Better voice quality and minimized latency for calls.
  • Administration of a single NewVoiceMedia platform VCC Admin Portal instead of multiple platforms in several regions.
  • Consolidated reporting. Instead of collating statistics from multiple NewVoiceMedia platformsVCC Admin Portals, 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 NewVoiceMedia platformVCC Admin Portal.

How do I use Global Voice Assurance?

...

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.

Note

Your NewVoiceMedia platform 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.