October 9, 2019
Contact center
- Introducing preferred agent routing
- Co-browse session improvements
Platform
- Organization settings improvement
September 25, 2019
Contact center
- IVR Flows Destinations view
- Queues Activity view improvements
- Queues Performance menu access update
Deprecations
- Classic Queues views deprecation
September 18, 2019
Communicate
- Add BYOC Cloud or PureCloud Voice to existing subscription
Contact center
- Bulk delete recordings in Recordings API
- View evaluations update
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
August 28, 2019
Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
August 21, 2019
Contact center
- Set Wrapup Code action enhancement in Architect
Integrations
- PureCloud Embeddable Framework for private deployment
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
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
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
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
July 17, 2019
Communicate
- FCC USF contribution rate changes for PureCloud Voice
Contact center
- Automatic time zone mapping overrides
July 10, 2019
Contact center
- New web chat widget
- Agent evaluation notifications in the inbox
Deprecations
- Social channel management deprecation postponement
July 3, 2019
Communicate
- PureCloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
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