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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). Vonage transcribes calls in your account's default language, unless the default language is overridden for an individual call. For information about overriding the default language for calls, see the Overriding the transcription language for individual calls section in Configuring Vonage for Service Cloud Voice.
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Using SCV an agent can take a payment using VCC's payment solution. Depending on the implementation, payments may involve transferring a customer to an interaction plan in VCC. If transferred to an interaction plan, after the payment is made, the agent and customer can be reconnected if required. When reconnected, if the agent later clicks to consult with another agent or interaction plan, transcription of the call will stop. The call itself will continue and the agent can continue to consult with—and optionally transfer the call to—a third party, or return to the customer. For information about VCC's payment solutions, see Vonage for Service Cloud Voice. |
External Routing
If you have integrated VCC with Salesforce external routing, when interactions arrive in Salesforce, Salesforce delegates routing decisions to mapped interaction plans in VCC. Where configured, Salesforce uses VCC to route chats, cases, and messages (for example, WhatsApp messages) alongside phone calls.
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