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We will not update some occurrences of ‘NewVoiceMedia’, ‘NVM’, ‘ContactWorld’, and so on, in our products and in consequently in the documentation. Most of these occurrences are internal names used within our integration packages or in code. Changing these names could break existing integrations.
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In the upcoming release, we will be integrating Vonage Contact Center (VCC)—formerly NewVoiceMedia)—and NewVoiceMedia—and Vonage Business Communications (VBC)—formerly Vonage Business Cloud. This integration will provide the following benefits:
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The agent will be able to choose from Away, Extended Away or Log Out states, plus any minor states within these major statesthem. Changing their state to one of these states will prevent Vonage Contact Center from delivering interactions that the agent is unable to handle because their computer is locked.
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If an agent forgets to log out of ContactPad at the end of their shift, NewVoiceMedia Vonage Contact Center may deliver them an interaction to them that they are unavailable to work with.
The scheduled logout feature, available from Spring '20, ensures that agents are logged out at the end of their shifts, preventing NewVoiceMedia Vonage Contact Center from routing interactions to agents who are not available to handle the interactions.
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If data source data is available for interactions, from Spring '20, administrators will be able to configure their Vonage Contact Center account to make that information available as custom metrics in Dashboards. When configured, this information will also be accessible through the Insights Stats API.
For information about viewing data source data in Dashboards, see Viewing mapped data source data in Dashboards.
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Deliver enhanced self-service interactions.
Enable additional capacity within your contact center.
Interpret what the customer’s question is and, if required, asks ask clarifying questions to formulate the appropriate response. That response may reference content from an FAQ, proposing an action to update or read customer data, or routing the call to the correct queue within Interaction Architect.