Global Voice Assurance

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 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 VCC solution:

• Multiple Vonage contact 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 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.

The Global Voice Assurance feature pairs a single VCC platform in one geographic region with sets of telephony servers in others. For example, an organization operating in the United Kingdom, North America and Australia would have a single centralized VCC platform in NAM, but individual sets of telephony servers 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.

Where is data stored when using Global Voice Assurance?

When using Global Voice Assurance, with one VCC platform and multiple telephony servers, data is stored in the following locations:

• Interaction statistics: data is processed and stored in VCC platform in the home region.
• Interaction content: interaction content — audio, screen, and video recordings, and call analysis — is processed in the region of the inbound number or the agent's outbound telephony region. The content is then moved to and stored in the VCC platform in the home region.