October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements

Platform

  • Organization settings improvement
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October 2, 2019

Contact center

  • Force Stop option for paused campaigns
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September 25, 2019

Contact center

  • IVR Flows Destinations view
  • Queues Activity view improvements
  • Queues Performance menu access update

Deprecations

  • Classic Queues views deprecation
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September 18, 2019

Communicate

  • Add BYOC Cloud or PureCloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update
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September 11, 2019

Contact center

  • SMS number purchase update

Platform

  • iOS SDK
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September 4, 2019

Contact center

  • Assign evaluations per agent
  • Busy audio signal in Architect data actions
  • Conversation Detail Records enhancement in Analytics API

Platform

  • Client account access updates
  • GDPR API enhancement
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August 28, 2019

Contact center

  • Dynamically referenced queue ID in Architect

Deprecations

  • Social channel management deprecation removal
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August 21, 2019

Contact center

  • Set Wrapup Code action enhancement in Architect

Integrations

  • PureCloud Embeddable Framework for private deployment
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August 14, 2019

Communicate

  • PureCloud audio management improvement

Platform

  • AppFoundry free trial offers for premium applications
  • Bring Your Own Technology billing rates

Deprecations

  • Classic Agents Performance views deprecation removal
  • Social channel management deprecation postponement
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August 7, 2019

Communicate

  • PureCloud Voice EMEA rate decrease

Contact center

  • Increase timeout limit for Architect email and message flows

Integrations

  • Amazon Lex integration for inbound web chat flows
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July 31, 2019

Collaborate

  • Import people enhancements

Contact center

  • Introducing web chat flows in Architect
  • Font change for Korean and Japanese language .pdf and .xls reports

Platform

  • Release Notes in PureCloud Admin UI
  • PureCloud Community Q&A show

Deprecations

  • LinkedIn profile import deprecation and removal
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July 24, 2019

Contact center

  • Network connectivity alerts in interactions
  • Language agnostic voicemail transfer in Architect
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July 17, 2019

Communicate

  • FCC USF contribution rate changes for PureCloud Voice

Contact center

  • Automatic time zone mapping overrides
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July 10, 2019

Contact center

  • New web chat widget
  • Agent evaluation notifications in the inbox

Deprecations

  • Social channel management deprecation postponement
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July 3, 2019

Communicate

  • PureCloud Voice in Denmark
  • BYOC Cloud rate decrease

Contact center

  • Export data from Surveys views
  • Data action rule conditions
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June 19, 2019

Contact center

  • Introducing workforce management shift trading
  • Dynamically referenced users in Architect
  • Spam email handling
  • BCC email address field for outbound ACD emails
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