Contact center


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
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August 30, 2017

Platform

  • Help panel enhancement
  • Callback metrics in the Analytics API

Contact center

  • Scripts with web chat
  • Queues Performance view export
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August 23, 2017

Contact center

  • Extended select statement for Architect
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August 9, 2017

Contact center

  • Data actions in agent scripts

Integrations

  • Routing Salesforce emails through PureCloud for Salesforce
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July 26, 2017

Platform

  • APIs for schedule management and IVR configuration
  • New invoice system

Collaborate

  • Hunt groups

Contact center

  • Historical schedule adherence
  • Keep campaign running option
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July 12, 2017

Platform

  • Web chat event subscription

Contact center

  • Local recording key management
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July 5, 2017

Communicate

  • Forward a voicemail
  • Local site routing for Edge groups

Contact center

  • Disable answering machine detection in call analysis responses
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June 28, 2017

Contact center

  • Screen share for voice interactions
  • Call Data Action for call flows in Architect

Integrations

  • Call data actions for Salesforce data actions
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June 21, 2017

Communicate

  • Voicemail messages for group ring

Contact center

  • Configurable transfer timeout in Architect
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June 14, 2017

Contact center

  • Email routing based on language skill assignment
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June 7, 2017

Collaborate

  • Secure relationships with authorized organizations

Contact center

  • Customer typing indicator in chat interactions
  • Evaluation form question branching
  • Disable unattended reports

Integrations

  • Voci V-Spark transcription and speech analytics integration
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May 31, 2017

Contact center

  • Screen share for chat
  • Contact property call rule condition
  • Norwegian Bokmal language support in Architect
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May 17, 2017

Communicate

  • Edge and Media Tier release notes enhancement

Contact center

  • Select a default script for outbound calls
  • Contact list sort enhancement
  • Contact list filter
  • Chinese (traditional) language support
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May 10, 2017

Contact center

  • Co-browse with chat interactions
  • Outbound Campaign: Detailed Attempt History report
  • Chinese and Dutch language support in Architect
  • Call Data Action for email flows in Architect

Integrations

  • Salesforce data actions
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May 3, 2017

Platform

  • Authentication improvements
  • PureCloud training website

Communicate

  • IP network ping response on Edge appliances

Contact center

  • Call recording consent
  • Japanese, European Spanish, and US Spanish language support in Architect
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April 26, 2017

Platform

  • APIs for External Contacts features

Contact center

  • Campaign event viewer
  • Queues performance detail bar graph
  • Pop a URL from the default script
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April 12, 2017

Platform

  • APIs for Architect features

Collaborate

  • Select download location in Windows desktop app

Communicate

  • Custom dashboard to monitor real-time telephony performance
  • Track Edge operational states

Contact center

  • French language support in Architect
  • Recording download permission
  • Web-based phone settings in Interactions panel

Integrations

  • SSO support for Google G Suite
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April 5, 2017

Platform

  • AWS Direct Connect support

Collaborate

  • Voicemail access directly from email notifications
  • Out of Office status date range

Communicate

  • Edge and Media Tier release notes

Contact center

  • Intraday monitoring view

Integrations

  • Email interactions support for PureCloud for Salesforce
  • Email interactions support for PureCloud for Zendesk
  • Email interactions support for PureCloud for Chrome
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March 29, 2017

Contact center

  • External Contacts
  • Advanced email routing in Architect

Integrations

  • Salesforce External Contact Sync integration
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March 15, 2017

Platform

  • APIs for Collaborate features

Contact center

  • Disabling of failed reports
  • Callbacks adjustment in service level calculations
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March 8, 2017

Platform

  • Open Data Exporter tool for workforce management integrations

Contact center

  • Search parameters for interactions performance views
  • Orphaned recording recovery
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March 1, 2017

Communicate

  • Phone redundancy

Contact center

  • Administrator control of recalls
  • Campaign rule condition based on number of agents
  • Campaign rule action for changing the dialing mode
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February 15, 2017

Communicate

  • Automated management of phone firmware

Contact center

  • Visual work plans
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February 8, 2017

Collaborate

  • Loading of chat history

Contact center

  • Outbound email on behalf of a queue

Integrations

  • PureCloud for CIC co-browse feature
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February 1, 2017

Platform

  • Admin UI relaunch

Contact center

  • ACD support for chats in client integrations
  • PureCloud for Salesforce and Omni-Channel status sync
  • ACD routing of third-party chat and email interactions
  • Queues Performance summary and detail views
  • IVR prompt support for ordinal numbers
  • Italian language support in Architect
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