Once a business understands the technology needed to deliver a global CX solution, the next step is implementation. For Rachell McConkie, Contact Center Product Owner at CallTower, that begins with defining the elements that must be shared across the business:
"Operating off the same dashboards, off the same data, making sure that we have that defined target ready to go," she says. "Then we can set up the tools and add some global governance to make sure we're hitting those goals."
Making dashboards, data and targets work consistently requires a shared foundation. Regional voice providers and platforms must operate as one connected system, starting with the network.
The Network Layer: Local Coverage, One Relationship
Harmonizing carrier networks can be difficult because no single provider covers every region. However, companies do not have to choose between the best local coverage and a single relationship.
CallTower acts as the central point of contact for carrier relationships worldwide. Businesses can use local carriers and phone lines in each region while bringing their data together in CallTower's dashboard.
With network data consolidated in one place, CT Analyze can show call quality, carrier performance and fault status across regions side by side. This visibility, combined with CallTower's relationships with individual carriers, speeds up IT teams' ability to identify whether a fault lies with the network or elsewhere in their technology stack.
The same arrangement reduces the administrative effort of managing contracts, which grows when each region has its own voice provider and renewal date. "We're going to be finding all of those details for you, consolidating it into a monthly item and making sure all of the contract dates and renewals are managed properly," McConkie explains. Each region keeps its own vendors, while billing and renewal dates are managed together through one connected view. A similar approach applies to contact center platforms, where a connected support route can simplify resolution.
Multiple Vendors, One Source
Harmonizing platforms can be just as difficult. Proprietary data schemas can make it harder for supervisors to access unified queue metrics, while each contact center platform measures and reports performance differently. However, companies can retain the platforms that suit individual regions while viewing queue metrics across all regions in one place.
CallTower's CCaaS Comparison Matrix shows that the contact center platforms it supports, including Genesys Cloud CX, Five9, Webex Contact Center and Zoom Contact Center, all offer open APIs. These APIs allow CX leaders to bring agent metrics, IVR summaries and interaction logs from different platforms into one view, providing a combined picture of regional queue performance without waiting for separate reports.
The same matrix compares platforms on routing, UCaaS and CRM connections, helping businesses identify differences in how systems handle tasks. For example, one platform might route calls by agent skill or caller intent rather than using a turn-based approach. This gives CX leaders visibility into which regional platform needs adjusting to meet shared standards. The business can then set the standards every region is measured against, including how service levels are defined and measured.
