August 1, 2018


Platform

PureCloud Embeddable Framework API

Developers can now use the PureCloud Embeddable Framework API to embed a simplified PureCloud client into third-party web applications, with extension points that connect directly to business logic in those web applications. The API uses the common framework shared by the PureCloud for Salesforce, PureCloud for Zendesk, PureCloud for Chrome, and PureCloud for Firefox integrations, enabling developers to provide a richer integration between PureCloud and the web application. For more information, see PureCloud Embeddable Framework in the Developer Center.

Contact center

Japanese TTS and ASR language support

Text-to-speech (TTS) and speech recognition (ASR) support are now available for Japanese (ja-JP). PureCloud now provides full support for Japanese: IVR prompts and runtime, telephony user interface (TUI), text-to-speech, and speech recognition. Note: Due to language model size, when Japanese is enabled, PureCloud currently allows English as the only other language in the org. For more information, see PureCloud supported languages. This feature requires Edge and Media Tier version 1.0.0.7292 or later.

Language string variable name change in Architect 

In Architect call flows, the Interaction.Language string variable is now called Call.Language. References to Interaction.Language in existing flows will continue to work as intended, but best practice recommends updating flows to use Call.Language. This step prevents deprecated variable usage messages in Architect. For more information, see Architect built-in variables.

View past reports in report history

Supervisors can now view past reports in a report’s history for a maximum of 90 days after the report runs. For more information, see View report history

Integrations

Introducing the Amazon Lex integration

The Amazon Lex integration provides Natural Language Understanding (NLU) within inbound, outbound, and in-queue customer interaction flows. Obtain and configure the Amazon Lex integration from the Genesys AppFoundry, build the Lex Bots in the AWS console, and then call them from Architect flows. This feature helps administrators and contact center managers implement self-service applications for customers before or in lieu of routing them to an agent. This feature requires Edge and Media Tier version 1.0.0.7348 or later. The Amazon Lex integration is available in the US East (N. Virginia) and EU (Ireland) AWS regions. For more information, see About the Amazon Lex integration

PureCloud for Chrome extension

A new PureCloud for Chrome extension replaces the older PureCloud for Chrome app and extension, consolidating installation and configuration into a single browser extension. For more information, see About the PureCloud browser extensions and Migrate to the new PureCloud for Chrome.