Contact center
July 11, 2018
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
July 4, 2018
Contact center
- Chinese (traditional) IVR support in Architect
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
June 20, 2018
Platform
- Client App SDK
Contact center
- Products, roles, and permissions list enhancement
June 13, 2018
Contact center
- Add contact numbers to DNC lists in agent scripts
- Workforce management permissions updates
May 30, 2018
Contact center
- Authenticated web chat
- Configurable whisper audio
- Agents Performance views
- Skills-based analytics view
- Interactions view enhancements
May 23, 2018
Platform
- GDPR compliance
Contact center
- Full view export for Queue Performance views
- Abandon metrics insights
- Automatic email reply configuration in Architect
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 9, 2018
Contact center
- Automatic time zone mapping
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
April 18, 2018
Communicate
- PureCloud Voice in Ireland
Contact center
- Finnish IVR support in Architect
Integrations
- Import and export data actions for integrations
March 28, 2018
Contact center
- Markdown in scripts
- Assign queues when editing a person
- External contact address information in searches
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
March 7, 2018
Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
February 21, 2018
Contact center
- Apply a different time zone to workforce management views
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
January 31, 2018
Contact center
- Screen recording for PureCloud desktop app
- Choose reply email addresses
- Create email rules
January 24, 2018
Contact center
- Architect home page and UI enhancements
- Send button for web chat
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
January 10, 2018
Contact center
- Web chat reconnect
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
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
December 6, 2017
Contact center
- Undo or redo unsaved schedule changes
- Log in and log out times in Agent Activity Summary reports
November 29, 2017
Contact center
- Dialing group and site configuration campaign options