Communicate
July 1, 2020
Communicate
- TLS transport protocol for BYOC Cloud trunks
- Force TURN for WebRTC implementations
- Network capture for troubleshooting
Contact center
- Google Dialogflow environments for an Architect flow
- New Date Span options for Metric widgets in Performance Dashboards
- Supervisor actions in Agent Status widget in Performance Dashboards
- Contact verification and interaction history enhancements for additional selected regions
Deprecations
- Long polling for PureCloud clients and network configurations deprecation removal
- Data sync connector deprecation update
- Web services data dip connector deprecation update
June 10, 2020
Communicate
- PureCloud Voice in London
Contact center
- New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
- New filters in Skills and DNIS views
- New columns in Interactions view
- New filters in Interactions view
Platform
- New dimensions and metric in Analytics API
- Use a single grant type across regions for secure authentication
- Journey JavaScript SDK enhancement for refined tracking and segmentation
- Journey JavaScript SDK enhancement for web actions
April 29, 2020
Platform
- New AWS region deployments
- Refresh tokens for secure authentication
Communicate
- PureCloud Voice availability for new AWS region
- BYOC Cloud availability for new AWS regions
Contact center
- Introducing improved workforce management features for selected regions
- Improved ACD messaging for Facebook Messenger
- Inbound MMS support for SMS messages
- Interrupt a Google Dialogflow agent in an Architect flow
Integrations
- SMTP server integration for outbound emails
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
- Contact center dashboard in Performance Overview menu deprecation removal
February 5, 2020
Communicate
- New Genesys and Polycom supported phones and firmware
Contact center
- Data tables enhancements
Integrations
- AWS S3 recording bulk actions integration
- OneLogin for PureCloud SCIM
Platform
- Bulk export recordings in Recordings API
October 30, 2019
Communicate
- PureCloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for PureCloud
September 18, 2019
Communicate
- Add BYOC Cloud or PureCloud Voice to existing subscription
Contact center
- Bulk delete recordings in Recordings API
- View evaluations update
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 17, 2019
Communicate
- FCC USF contribution rate changes for PureCloud Voice
Contact center
- Automatic time zone mapping overrides
July 3, 2019
Communicate
- PureCloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
June 5, 2019
Communicate
- PureCloud Voice in Spain and Switzerland
Contact center
- Introducing Altocloud
April 24, 2019
Communicate
- PureCloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
April 17, 2019
Communicate
- PureCloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
April 10, 2019
Communicate
- Advanced microphone settings
Contact center
- Architect Transfer to voicemail enhancements
- Improved external contact search results for web chat
April 3, 2019
Communicate
- Release Link Transfer operation for external trunks
Contact center
- Conversation detail records enhancement in Analytics API
Deprecations
- Social channel management deprecation
March 6, 2019
Communicate
- TCP transport protocol for BYOC Cloud trunks
Contact center
- Performance Dashboards
- Queue query enhancement in Analytics API
- Configure multiple ACD messaging integrations per channel
- Change the default country code for phone numbers
- Improved fax support for external contacts
Deprecations
- PureCloud Bridge integrations deprecation FAQs
February 20, 2019
Platform
- Introducing access control for select regions
Communicate
- PureCloud Voice in Germany
Contact center
- Message delivery status notifications
February 6, 2019
Platform
- Authenticate with single sign-on only
- Developer Center usability enhancements
Communicate
- PureCloud audio management improvements
- Support for basic call controls on commonly used headsets
- PureCloud Edge bandwidth calculator enhancements
Contact center
- Queues activity views improvements
January 16, 2019
Communicate
- PureCloud Voice rate decrease
Contact center
- My Performance views for agents
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
October 31, 2018
Platform
- Developer forum announcements
Communicate
- BYOC Cloud trunk support for TGRP and DNIS
- PBX passthrough for BYOC Cloud trunks
Contact center
- New metrics for agent and queue performance views
- Additional handle time metrics in the Analytics API
- New outbound call metrics in the Analytics API
June 27, 2018
Platform
- WebRTC Softphone SDK
Communicate
- Media metrics and diagnostic recording enhancements
Contact center
- Increased agent limit in workforce management units
- Workforce management shrinkage percentage intervals
- Status duration in the workforce management real-time adherence view
- Workforce management intraday monitoring enhancements
- Workforce management schedule editor enhancements
- Save filter and column settings in performance views
- Link external contacts to external sites
- Finnish language support
May 16, 2018
Communicate
- PureCloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
May 2, 2018
Platform
- EU (Frankfurt) region
Communicate
- Override calling name trunk setting
Contact center
- Queues performance view enhancements
- Analytics API metrics
April 25, 2018
Communicate
- Introducing BYOC (Bring Your Own Carrier)
Contact center
- Collapse and expand actions in Architect
- Transfer calls to queue permission
- Omnichannel interaction history for external contacts licensing