Vonage Contact Center's (VCC) Global Voice Assurance feature enables a global organization to work as one team.
What is Global Voice Assurance?
Vonage Contact Center 's contact centers consist of a VCC 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 VCC solution:
Multiple Vonage
Contact Centercontact 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 administrators must maintain three separate VCC platforms, while the organization's customers benefit from local calls.One Vonage
Contact Centercontact center
The organization has one VCC 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 administrators benefit from maintaining a single VCC 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.
...
For information about setting an agent's telephony region, see How do I set telephony regions for agents? in Configuring individual users (User Admin) or Setting the telephony region for an agent (Real Time).
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 VCC account must be set to display telephone numbers in international format. For information about setting the telephone number display format, see Editing System Configuration (Account Settings). If you are using Click to dial in NewVoiceMeda VCC 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. |