Vonage Contact Center's (VCC) Global Voice Assurance feature enables a global organization to work as one team.
What is Global Voice Assurance?
Vonage's contact centers consist of a VCC platform and . 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 VCC solution:
- 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.
- The organization has one VCC platform and . 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.
The Global Voice Assurance feature pairs a single VCC platform in one geographic region with . For example, an organization operating in the United Kingdom, North America and Australia would have a single centralized VCC platform in NAM, but EMEA, NAM and APAC.
What are the benefits of Global Voice Assurance?
Global Voice Assurance combines the positives and minimizes the negatives of both traditional approaches. Global Voice Assurance provides the following benefits:
- Better voice quality and minimized latency for calls.
- Administration of a single VCC platform instead of multiple platforms in several regions.
- Consolidated reporting. Instead of collating statistics from multiple VCC platforms, 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 platform.
How do I use Global Voice Assurance?
To use Global Voice Assurance, the feature must be enabled for your account. For more information, contact your account manager.
When the feature is available for your account, you must set the telephony region for your agents. ContactWorld uses the agent's telephony region to determine which telephony server to use when an agent makes an outbound call. ContactWorld uses the telephony server local to the agent for outbound calls.
For information about setting an agent's telephony region, see How do I set telephony regions for agents? in Configuring individual users.
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.