Contact center


February 15, 2017

Communicate

  • Automated management of phone firmware

Contact center

  • Visual work plans
[View details]

February 8, 2017

Collaborate

  • Loading of chat history

Contact center

  • Outbound email on behalf of a queue

Integrations

  • PureCloud for CIC co-browse feature
[View details]

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
[View details]

January 25, 2017

Communicate

  • Web-based phone call controls in third-party applications
  • Web-based phone volume settings

Contact center

  • Email routing to an organization’s domain
  • Architect audio debugging
  • Inline images in emails
  • Agent Metrics and Agent Metrics Export reports
[View details]

January 18, 2017

Platform

  • Admin UI
  • PureCloud community

Communicate

  • Order management for number ports

Contact center

  • Permissions required to manage and assign roles

Integrations

  • PureCloud for Chrome
[View details]

January 11, 2017

Contact center

  • Action to query bridged data sources in scripts
  • Maximum lines for outbound dialing campaigns
  • Norwegian and Mandarin Chinese support in Architect
[View details]

January 4, 2017

Collaborate

  • Language selection in browser and desktop apps

Contact center

  • Thai language support in Architect
[View details]

December 28, 2016

Platform

  • HIPAA compliance

Communicate

  • Recording of external transfers

Contact center

  • Campaign rules
[View details]

December 14, 2016

Platform

  • Removal of credit card numbers from chat interactions

Communicate

  • PureCloud Edge Standard V2 LCD

Contact center

  • Workforce management training modules
[View details]

November 23, 2016

Contact center

  • Architect IVR Transfer to Group action
  • Limits to prevent excessive dialing
  • Agent participation in simultaneous dialing campaigns
[View details]

October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions
[View details]

October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition
[View details]

October 12, 2016

Platform

  • Contact center access for third-party developers

Contact center

  • Script editor UI
[View details]

October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit
[View details]

September 28, 2016

Communicate

  • Mini and micro versions of PureCloud Edge
  • Virtual Edge deployment option

Contact center

  • Auto answer for PureCloud web-based phones
[View details]

September 21, 2016

Collaborate

  • Additional search features in Documents
  • Group sharing of documents
  • Workspace descriptions in Documents

Communicate

  • FENT remote deployment model

Contact center

  • Custom date range for reports
[View details]

September 14, 2016

Contact center

  • Line recording enhancements
[View details]

September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue
[View details]

August 17, 2016

Platform

  • PureCloud Partner Directory

Communicate

  • Faxing from Documents

Contact center

  • New Queues Activity views
[View details]

August 10, 2016

Contact center

  • Inbox support for time off requests
  • Policy-based recording of email interactions
  • Option to override default retention behavior for recording policies in conflict

Integrations

  • PureCloud for CIC
  • Custom actions for web services data dip connector
[View details]

July 27, 2016

Contact center

  • Secondary level of user statuses
  • Option to force wrap-up on disconnected conversations
  • Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
[View details]

July 22, 2016

Communicate

  • Toll-free number porting into PureCloud Voice

Contact center

  • Callback routing
  • ACD-routed preview calls
  • User Status Detail report
  • Japanese language support
[View details]

July 20, 2016

Contact center

  • Ability to change recipient list in an email reply
  • Outbound call flow variables
  • Option to override default retention behavior for recording policies in conflict
[View details]

July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option
[View details]

July 6, 2016

Communicate

  • Support for Polycom RealPresence Trio 880 phone

Contact center

  • Play Estimated Wait Time action
  • Play Position in Queue action
[View details]