Contact center


October 9, 2019

Contact center

  • Introducing preferred agent routing
  • Co-browse session improvements

Platform

  • Organization settings improvement
[View details]

October 2, 2019

Contact center

  • Force Stop option for paused campaigns
[View details]

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
[View details]

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
[View details]

August 28, 2019

Contact center

  • Dynamically referenced queue ID in Architect

Deprecations

  • Social channel management deprecation removal
[View details]

August 21, 2019

Contact center

  • Set Wrapup Code action enhancement in Architect

Integrations

  • PureCloud Embeddable Framework for private deployment
[View details]

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
[View details]

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
[View details]

July 24, 2019

Contact center

  • Network connectivity alerts in interactions
  • Language agnostic voicemail transfer in Architect
[View details]

July 17, 2019

Communicate

  • FCC USF contribution rate changes for PureCloud Voice

Contact center

  • Automatic time zone mapping overrides
[View details]

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]

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
[View details]

June 5, 2019

Communicate

  • PureCloud Voice in Spain and Switzerland

Contact center

  • Introducing Altocloud
[View details]

May 29, 2019

Platform

  • Introducing PureCloud SCIM
  • Guest and agent chat APIs

Contact center

  • Google Cloud third-party TTS engine integration
  • Export data from IVR flow views
  • Web chat deployment and documentation changes

Deprecations

  • Internet Explorer 11 support for PureCloud web app deprecation
[View details]

May 22, 2019

Contact center

  • IVR flow performance views
  • IVR flow metrics in Analytics API
  • Architect flow outcome functionality
  • Architect menu move
  • Workforce management short-term forecasting enhancement

Deprecations

  • Classic agents performance views deprecation
  • Agent dashboard deprecation
  • Outbound campaign: Detailed attempt history report deprecation
[View details]

May 8, 2019

Contact center

  • New Connection column in performance views
[View details]

May 1, 2019

Contact center

  • Interactions panel view improvements
  • Agent script window improvements
[View details]

April 24, 2019

Communicate

  • PureCloud Voice in Belgium and Finland

Contact center

  • Architect collection values enhancement
  • Agent script auto-save
  • Service level calculation enhancement
[View details]

April 17, 2019

Communicate

  • PureCloud Voice in Sweden

Contact center

  • Real-time status columns in agents performance views
  • Interaction countdown alert
[View details]

April 10, 2019

Communicate

  • Advanced microphone settings

Contact center

  • Architect Transfer to voicemail enhancements
  • Improved external contact search results for web chat
[View details]

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
[View details]

March 27, 2019

Contact center

  • Introducing third-party TTS engine integrations
  • Queue Activity Detail view improvements
  • New columns and filters in analytics views
  • Screen share improvement
[View details]

1 2 3 7