Contact centre performance
We maximise the availability of Vonage Contact Center with proven cloud architecture, robust telephony, multiple databases and a 24x7 operations team.
How does Vonage measure performance?
To gauge a good or acceptable performance, or identify an issue or incident, we compare the results of continuous tests to thresholds established from customer feedback. We update current performance in near real time (within 20 minutes) on our site and keep historical performance available for the previous 30 days. The three specific areas tested include:- Call delivery (inbound and outbound) and routing
- Agent login
- Administration
Long-term analysis and customer benefit
As NewVoiceMedia (now Vonage) has been testing and analysing its platform’s performance since 2011, we have a substantial data set with which to monitor long-term performance trends.- We review and analyse the data to make sure that the infrastructure remains ahead of what’s needed to provide the level of service required by customers
- This review and analysis also guides further quality-of-service investment decisions
Proven cloud architecture
Vonage Contact Center uses a number of geographically dispersed nodes.- A node provides the application, database, telephony and infrastructure servers and networks that constitute the contact centre platform
- To maximise cloud availability, we keep one more node in operation than the support of the client load requires
- Each of the nodes is a fully functional, continually tested live node
- This keeps all components in use and fully operational
Telephony
Major international carriers provide our telephony circuits.- These carriers route calls from any worldwide location — through their own resilient infrastructure and through multiple telephony circuits — into Vonage’s nodes
- To maintain peak operations, a bank of servers — plus at least two more servers than the system requires — provides the telephony functionality
Databases
Multiple database servers for resilience and performance.- We fully replicate client call plans and all supervisor and agent user settings in real time across the nodes
- This provides great flexibility in allowing clients access to any of the nodes’ services
- Switching between nodes is a quick, simple process
- We perform a number of different testing approaches
Monitoring
Our 24x7 operations team constantly monitors all services, applications and telco and internet connections.- Keeps all components operational
- Makes sure that no component exceeds 60 per cent of its capacity
Load testing
We apply an expected everyday load to the product to verify the maintenance of core behaviour and achievement of performance goals.Soak testing
Over a period of time, we apply an expected everyday load to the product to check for resource leaks, failovers, and long-running process issues.Stress testing
To assess the application’s behaviour when pushed beyond normal or peak load conditions, we apply increasing amounts of load.Failover/recovery
We fail the system over at various points in operation to assess how it recovers.Scalability testing
We tune and test the system to understand how many servers and components we need to meet a growing customer base.Uninterruptible Power Supply (UPS)
Prevents power spikes and surges, with back-up diesel generators.Fire detection and suppression
Includes multi-zoned, dry pipe, double-interlock, pre-action fire suppression and Very Early Smoke Detection and Alarm (VESDA).Earthquake protection
Our data centres meet or exceed local building codes for lateral seismic design forces.Climate control
Dedicated heating, ventilation and air-conditioning (HVAC) systems.Flood control
Includes moisture barriers, drainage and pump systems and moisture detection sensors.Grounds security
Full security processes at entrances and exits, including individual holding cages.