Features coming soon

This preview lists the features scheduled for the next PureCloud release. The features will not be live in PureCloud until January 22, 2020. The feature descriptions in the January 22 Release Notes will contain links to the accompanying documentation in the Resource Center.

Contact center

Blind transfer for voice interactions enhancement

Administrators can now configure blind transfers for voice interactions to remove all skills. When an agent makes a blind transfer to a different queue, the required agent skills are removed. This feature prevents the interactions from getting stuck and abandoned. 

Integrations

Google Dialogflow voice integration for inbound call, in-queue, and outbound flows

The Google Dialogflow voice integration is now available from the Genesys AppFoundry. This integration allows customers to integrate Google Dialogflow Agent Assist into PureCloud. In addition, Architect’s Call Dialogflow Bot action is now available for use in inbound call, in-queue, and outbound flows. Administrators and contact center managers can use this action with the Google Dialogflow integration, which processes the call according to Dialogflow Bot configuration. Then, the bot returns the call with intents and slots to Architect for further processing. 

Note: This feature list is subject to change.