Collaborate
December 5, 2018
Collaborate
- Mobile badge notifications
Communicate
- Improved WebRTC connection times with Trickle ICE
Contact center
- New transfer metrics in the Analytics API
- Historical adherence in the schedule editor
August 2, 2017
Collaborate
- License assignment enhancement
July 26, 2017
Platform
- APIs for schedule management and IVR configuration
- New invoice system
Collaborate
- Hunt groups
Contact center
- Historical schedule adherence
- Keep campaign running option
June 7, 2017
Collaborate
- Secure relationships with authorized organizations
Contact center
- Customer typing indicator in chat interactions
- Evaluation form question branching
- Disable unattended reports
Integrations
- Voci V-Spark transcription and speech analytics integration
April 12, 2017
Platform
- APIs for Architect features
Collaborate
- Select download location in Windows desktop app
Communicate
- Custom dashboard to monitor real-time telephony performance
- Track Edge operational states
Contact center
- French language support in Architect
- Recording download permission
- Web-based phone settings in Interactions panel
Integrations
- SSO support for Google G Suite
April 5, 2017
Platform
- AWS Direct Connect support
Collaborate
- Voicemail access directly from email notifications
- Out of Office status date range
Communicate
- Edge and Media Tier release notes
Contact center
- Intraday monitoring view
Integrations
- Email interactions support for PureCloud for Salesforce
- Email interactions support for PureCloud for Zendesk
- Email interactions support for PureCloud for Chrome
March 22, 2017
Platform
- HIPAA and PCI compliance status in organization settings
- Chat attachment support for HIPAA-compliant organizations
Collaborate
- Simplified user management
Integrations
- SSO support for Ping Identity
February 8, 2017
Collaborate
- Loading of chat history
Contact center
- Outbound email on behalf of a queue
Integrations
- PureCloud for CIC co-browse feature
January 4, 2017
Collaborate
- Language selection in browser and desktop apps
Contact center
- Thai language support in Architect
October 26, 2016
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
October 19, 2016
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
September 21, 2016
Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
August 12, 2016
Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in PureCloud for Salesforce
- Outbound dialing and script support in PureCloud for Zendesk
June 29, 2016
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that PureCloud ACD assigns agents to interactions
June 1, 2016
Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- PureCloud for Salesforce Console API logout event
May 25, 2016
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
May 11, 2016
Platform
- Enhanced professional support assistance
Colloborate
- Video troubleshooting
Contact center
- Architect flow printing
- German language support
April 20, 2016
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager
March 30, 2016
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- PureCloud for Salesforce enhancements
- PureCloud for Zendesk enhancements
March 2, 2016
Platform
- New support workflow for PureCloud Pro+ organizations
Collaborate
- New UI for profile setup
- Ability to open video chats in pop-out window
Contact center and Communicate
- Group ring
- Ability to copy interactions through the Agent UI
Integrations
- Single Sign On support for Okta
- Single Sign On support for SFDC
- Improvements to PureCloud for Salesforce
- Salesforce Data Dip Connector is now available in East Asia (Japan) region
- Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
- Web Services Data Dip Connector is now available in East Asia (Japan) region
- Zendesk Data Dip Connector is now available in East Asia (Japan) region
February 19, 2016
Collaborate
- Bulk role assignment tool
Integrations
- Multi-region support for PureCloud for Salesforce
- Multi-region support for PureCloud for Zendesk
January 22, 2016
Collaborate
- New Activity indicators
- Improved “Out of Office” functionality
Integrations
- Initial release of PureCloud for Zendesk
December 18, 2015
Collaborate
- Location enhancements
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer
November 13, 2015
Integrations
- Improvements to PureCloud for Salesforce
- Improvements to Salesforce Object Routing Connector
- Improved styling on several Webhooks widgets
November 6, 2015
Platform
- Consolidated user interface
Collaborate
- Chat search