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
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July 4, 2018

Contact center

  • Chinese (traditional) IVR support in Architect
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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
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June 20, 2018

Platform

  • Client App SDK

Contact center

  • Products, roles, and permissions list enhancement
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June 13, 2018

Contact center

  • Add contact numbers to DNC lists in agent scripts
  • Workforce management permissions updates
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May 30, 2018

Contact center

  • Authenticated web chat
  • Configurable whisper audio
  • Agents Performance views
  • Skills-based analytics view
  • Interactions view enhancements
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May 23, 2018

Platform

  • GDPR compliance

Contact center

  • Full view export for Queue Performance views
  • Abandon metrics insights
  • Automatic email reply configuration in Architect
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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
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May 9, 2018

Contact center

  • Automatic time zone mapping
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May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics
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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
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April 18, 2018

Communicate

  • PureCloud Voice in Ireland

Contact center

  • Finnish IVR support in Architect

Integrations

  • Import and export data actions for integrations
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March 28, 2018

Contact center

  • Markdown in scripts
  • Assign queues when editing a person
  • External contact address information in searches
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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
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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
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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
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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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