Contact center


March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in PureCloud for Salesforce
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March 7, 2018

Contact center

  • Inbound SMS message routing
  • Compliance abandon settings for campaigns
  • Blind and consult transfer script actions
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February 21, 2018

Contact center

  • Apply a different time zone to workforce management views
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February 14, 2018

Platform

  • Introducing the AppFoundry

Communicate

  • PureCloud Voice in the United Kingdom

Contact center

  • Easier media type filtering in Interaction Details report spreadsheets
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January 31, 2018

Contact center

  • Screen recording for PureCloud desktop app
  • Choose reply email addresses
  • Create email rules
[View details]

January 24, 2018

Contact center

  • Architect home page and UI enhancements
  • Send button for web chat
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January 17, 2018

Platform

  • Genesys response to Meltdown and Spectre vulnerability

Contact center

  • Import and export scripts between organizations
  • Swedish and Danish IVR prompt support in Architect
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January 10, 2018

Contact center

  • Web chat reconnect
[View details]

December 20, 2017

Communicate

  • User to User Information (UUI) support
  • Phone provisioning from the cloud

Contact center

  • Web chat schedules
  • Enhanced support for external contacts in interactions
  • Maximum shift start time variance
[View details]

December 13, 2017

Platform

  • Sample of enhanced PureCloud invoice

Communicate

  • Persistent connection for WebRTC phones

Contact center

  • Queues performance summary row
  • Configure failed transfer audio within transfer actions

Integrations

  • Credential types and authentication flows for web services data actions integration
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December 6, 2017

Contact center

  • Undo or redo unsaved schedule changes
  • Log in and log out times in Agent Activity Summary reports
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November 29, 2017

Contact center

  • Dialing group and site configuration campaign options
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November 22, 2017

Contact center

  • Variable initial values in Architect
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November 15, 2017

Platform

  • PureCloud invoice enhancements

Contact center

  • Alert notifications deleted after 30 days

Integrations

  • Zendesk data actions integration
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November 8, 2017

Contact center

  • Improved support for external contacts in email interactions

Integrations

  • Screen share and co-browse support for PureCloud for Salesforce
  • Screen share and co-browse support for PureCloud for Zendesk
  • Screen share and co-browse support for PureCloud for Chrome
[View details]

October 25, 2017

Contact center

  • Architect bypass audio sequence support for call flows
  • Workforce management short-term forecasting enhancements
  • Workforce management supported media types

Integrations

  • Microsoft Dynamics 365 data actions integration
  • Support for Active Directory Connector custom attributes
[View details]

October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • PureCloud data actions integration
[View details]

October 11, 2017

Platform

  • PCI DSS Level 1 compliance for Secure IVR
  • Improved view of subscription, billing, and usage information

Contact center

  • Scripts with email
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October 4, 2017

Platform

  • Resource Center faceted navigation search

Communicate

  • Improved Edge clock synchronization

Contact center

  • Route emails based on external contact information
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September 27, 2017

Platform

  • Notifications API topic and open source project for WFM RTA integrations

Contact center

  • Architect Call.CurrentQueue built-in variable for in-queue call flows
  • Global outbound campaign call settings

Integrations

  • Store chat transcripts in Salesforce activity records
[View details]

September 20, 2017

Contact center

  • Secure call flows in Architect
  • Architect Exit and Next Loop actions for all call flow types
  • Automatic email responses
  • Substitutions for canned responses
  • Bulk addition of queues to agents
  • Callbacks in reports and alerts
  • Workforce management schedule administration enhancements
  • Workforce management export enhancements

Integrations

  • Custom client applications integration
  • Web services data actions integration
[View details]

September 13, 2017

Platform

  • Client management for partners and resellers

Communicate

  • Edge and Media Tier release notes email subscription

Contact center

  • Schedule options for inbound email flows
[View details]

September 6, 2017

Contact center

  • ACD voicemail routing
  • Co-browse for voice interactions
  • Queues Activity views enhancements
  • Callback filter in contact center dashboards and views
  • Contact Property call rule condition enhancement
[View details]

August 30, 2017

Platform

  • Help panel enhancement
  • Callback metrics in the Analytics API

Contact center

  • Scripts with web chat
  • Queues Performance view export
[View details]

August 23, 2017

Contact center

  • Extended select statement for Architect
[View details]