Contact center


January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement

Integrations

  • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
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January 15, 2020

Contact center

  • Altocloud tracking in Single Page Applications
  • Wallboard accounts to view Performance dashboards
  • PureCloud Voice support for outbound dialing modes in EMEA
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January 8, 2020

Contact center

  • Answering machine beep detection improvements for call analysis

Deprecations

  • Classic Queues views deprecation removal
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December 18, 2019

Contact center

  • Altocloud webhooks
  • Export view group data metrics enhancement
  • Improved evaluation scoring results

Platform

  • OAuth scopes for applications
  • Agent Details enhancement in Analytics API

Deprecations

  • iOS Supervisor chat deprecation
  • WebRTC signaling deprecation update
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December 11, 2019

Contact center

  • Altocloud content offers
  • Email message threads

Deprecations

  • Bridge integrations deprecation postponement
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November 27, 2019

Contact center

  • View export data in Flow Destinations view
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November 20, 2019

Contact center

  • Speechmorphing third-party TTS engine integration

Deprecations

  • WebRTC signaling deprecation
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November 13, 2019

Contact center

  • Service level calculation enhancement
  • Apply Altocloud action maps to webpages
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November 6, 2019

Contact center

  • Chat flow and chatbot support for web chat widget and Altocloud
  • Allowed domains for web chat
  • Dynamically reference groups in Architect
  • Dynamically reference user by email in Architect
  • Export time value format option
  • Add or copy activities to agent schedules
  • Email inline images
  • Email forwarding

Integrations

  • IP addresses for outbound data action traffic
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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
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October 23, 2019

Contact center

  • Call flow schedule decision actions in Architect
  • API usage view
  • Change agent status in agent views

Platform

  • US West region deployment
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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
[View details]

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
[View details]

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 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
[View details]

July 3, 2019

Communicate

  • PureCloud Voice in Denmark
  • BYOC Cloud rate decrease

Contact center

  • Export data from Surveys views
  • Data action rule conditions
[View details]

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