Page Comparison

Insert excerpt
_ExcerptSCV _ExcerptSCV nopanel true

 For example, when a customer calls in, Vonage's transcription capabilities turn the customer's and the agent's speech into text. The agent can view this text alongside customer data in the console. They can then deliver a personalized experience based on factors like the customer’s purchase history, warranty information, or past interactions across channels. With the call converted to text, Einstein AI will be able to provide recommended knowledge articles, and next best actions to the agent.

...

If SCV is enabled for your account, Vonage transcribes agents' calls if transcription is enabled for individual agents. Call transcriptions appear in Service Cloud Voice in real time during the call. Vonage uses the Google Cloud Speech-to-Text API to transcribe the calls. Vonage can therefore transcribe calls in all the languages that the API supports. For a list of supported languages, see Language support (Google help).

External Routing

If SCV is enabled and configured in your account and you have integrated VCC with Salesforce external routing, agents can transfer chats to another agent or interaction plan using SCV.

Info
title Transferring interactions with external routing and SCV
Currently agents can transfer only chats; no other object types can be transferred.

For information about integrating VCC with Salesforce external routing, see Configuring Salesforce external routing for Vonage Contact Center. When an agent transfers a chat using SCV, they are presented with a list of Salesforce queues or agents they can transfer the chat to. If an agent selects a Salesforce queue, then this chat will flow through the corresponding interaction plan which that queue maps to. For more information on how to map a Salesforce queue to an interaction plan, see the Enabling Salesforce external routing in VCC section in Configuring Salesforce external routing for Vonage Contact Center. The interaction plan can tag the transferred chat with required skills and deliver it to the most appropriate agent.

Limitations

Note

Vonage for Service Cloud Voice has the following limitations: Call Controls: Mute and DTMF digits are only supported for agents using WebRTC. Only agents can be added as participants to calls. Consulting and transferring to interaction plans is not currently available. In addition, Vonage for Service Cloud Voice does not support the following Service Cloud Voice features: Call merging (conferencing of calls) Multiple phone devices and device switching

...