FAQs

Wondering how APIs, contact centers, and unified communications can help your organization thrive in today's remote world?

 

See common concerns and questions below, answered by our team of experts.

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Communications APIs FAQs

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Always think of your users and their experience. For example, navigating to an outside link requires extra steps and may not be secure. If possible, look into a custom solution where users can enjoy video without needing to leave your app. Learn more about video APIs.

 

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You can service customers on their social platforms of choice, including WhatsApp, Facebook Messenger, and more. Timely notifications over SMS, MMS, or social chat are a great way to continually engage your customers. And a more custom solution can also power AI-enabled conversations.

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An API can simplify your customer validation through global compliance, full PIN code management, increased conversion across SMS and voice, and failover capabilities. Check out this resource on costs and considerations when exploring the DIY route.

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 Yes, our tiers can support a range of global support plans and platform SLAs. We can also help accelerate the scoping, architecting, and launching of use cases. Learn more about enterprise APIs.

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APIs offer a customized solution to engage customers across their preferred platforms, such as in-app messaging, voice, and social chat apps. Added tools bring sentiment analysis across calls and context to voice and messaging. In addition to APIs that can be used to customize existing contact centers, Vonage offers a cloud-based, quick-to-deploy contact center solution.

Unified Communications FAQs

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Deployment depends on the size and scope of the contact center—from a few hours for a straightforward contact center to a few weeks for a large complex contact center. Many UCaaS solutions only require a high-speed internet connection for quick migration. The improved productivity, reduced capital expenses, transaction-based costs, and predictable monthly costs provide a quick ROI. 

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Choose a cloud-native platform that includes SD-WAN to maintain uptime reliability, with virtually no downtime or productivity loss. This structure also checks for a network operations center to quickly connect your calls across geographies and offers multi-level fail-safes with cloud backup to minimize call drops, data loss, and static.

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The cloud can help you address a number of requirements, particularly when it comes to efficiencies, staffing, and scale. For example, you can build custom workflows with minimum or no developer resources. You can leverage APIs to solve for your individual use cases. You can also tap into UI-level integrations for your CRM and other business applications.

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Universal buy-in—as part of a total “digital transformation” project across a single tech stack—is a must. This should be directed by executive management to offer visibility, with training and a focus on benefits (cloud-based, CRM integration, etc.) to break down silos. Also, when you use a single tech stack across your unified communications, your entire company uses the same set of tools to naturally encourage adoption.

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 Yes, you can use an international company number with an unlimited or mobile unlimited extension to make local outbound calls to Vonage countries for free. Your caller ID displays as a local call when the country of your international number and world office match.

Contact Center FAQs

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You should look for a full-scale solution that includes customer success and implementation teams. The customer success team includes account managers, sales engineers, customer success managers, and professional services consultants deployed regionally to conduct discovery, solution design, implementation, configuration, training, and testing. The implementation team should then guide you through installation. The launch is critical, so be sure that your vendor helps you communicate to your staff about the new workflow. The vendor should work closely with you on user lists and number porting information. Then you can start on voice and data provisioning planning calls to establish call flow and network configuration followed by acceptance testing. Finally, it’s time to prepare for go-live with extensive testing and staff training.

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A: Yes. A short list of our regulatory compliance for both Vonage Contact Center and Vonage Business Cloud includes:

  • ISO 9001 (International Organization for Standardization) demonstrates Vonage’s ability to consistently provide products and services that meet customer and regulatory requirements and to demonstrate continuous improvement

  • ISO 27001 (International Organization for Standardization) certifies that Vonage has the staff, processes, and technology to protect customer data and provides an independent, expert assessment of whether the data is sufficiently protected

  • SOC 2 Type 2 (System and Organization Controls) is designed for service providers storing customer data in the cloud and certifies that Vonage has established and follows strict information security policies and procedures encompassing the security, availability, processing, integrity, and confidentiality of customer data

  • PCI DSS (Payment Card Industry Data Security Standard) compliance aims to secure credit and debit card transactions against data theft and fraud

  • MiFID II (Markets in Financial Instruments Directive) is a legislative framework instituted by the European Union to regulate financial markets in the bloc and improve protections for investors, with an aim to standardize practices across the EU

  • GDPR (General Data Protection Regulation) is legislation by the European Union designed to protect personal data, with strict conditions regarding the collection and misuse of this data

  • HIPAA (Health Insurance Portability and Accountability Act) is a privacy rule that mandates industry-wide standards for safeguarding health care information on electronic billing and other processes; and requires the protection and confidential handling of protected health information

  • HITECH (Health Information Technology for Economic and Clinical Health) compliance focuses on health care information technology, including the meaningful use of electronic health records

  • HITRUST (Health Information Trust Alliance) certification demonstrates that Vonage is compliant with HIPAA requirements based on a standardized framework

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This type of integration can hugely benefit your team and customers. That’s because your agents can instantly access—and benefit from—all CRM data. This includes screen pops with the latest customer information, intelligent customer call routing, and seamless reporting between voice and digital channels to make real-time decisions. And if the solution is cloud-based, deployment can be fast.

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Vonage Contact Center primarily supports Salesforce Service and Sales Clouds, with solutions for Health Cloud, Financial Services Cloud, and many others. We work closely with Salesforce to address customer and industry solutions.

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 Contact center AI can deliver enhanced self-service interactions to engage callers in natural language. This allows you to add contact center capacity without increasing headcount, provide 24-hour service with minimal human involvement, boost operational efficiencies, and reduce cost.

 

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