Contact center


January 4, 2017

Collaborate

  • Language selection in browser and desktop apps

Contact center

  • Thai language support in Architect
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December 28, 2016

Platform

  • HIPAA compliance

Communicate

  • Recording of external transfers

Contact center

  • Campaign rules
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December 14, 2016

Platform

  • Removal of credit card numbers from chat interactions

Communicate

  • PureCloud Edge Standard V2 LCD

Contact center

  • Workforce management training modules
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November 23, 2016

Contact center

  • Architect IVR Transfer to Group action
  • Limits to prevent excessive dialing
  • Agent participation in simultaneous dialing campaigns
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October 26, 2016

Collaborate

  • Personal group favorites

Communicate

  • Ability to rename inbox recordings

Contact center

  • Dialpad for agent interactions
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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
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October 12, 2016

Platform

  • Contact center access for third-party developers

Contact center

  • Script editor UI
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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
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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
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September 14, 2016

Contact center

  • Line recording enhancements
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September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue
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August 17, 2016

Platform

  • PureCloud Partner Directory

Communicate

  • Faxing from Documents

Contact center

  • New Queues Activity views
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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
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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
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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
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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
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July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option
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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]

June 29, 2016

Collaborate

  • Improvements to Documents dashboard

Communicate

  • Support for Polycom VVX 101 and 201 phones

Contact center

  • Utilization option for non-ACD calls
  • Change to the way that PureCloud ACD assigns agents to interactions
[View details]

June 22, 2016

Communicate

  • Inbox improvements

Contact center

  • Support for custom web chat fields
[View details]

June 15, 2016

Contact center

  • Time off requests

Integrations

  • Microsoft Dynamics CRM data dip connector
[View details]

June 8, 2016

PureCloud Platform

  • Help panel

Engage

  • Queue activation permission
  • Custom interaction details for web chats
  • Agent alias for web chats
[View details]

June 1, 2016

Collaborate

  • New user statuses
  • Increased chat room participant limits

Contact center

  • Configurable alerts for interaction statistics

Integrations

  • PureCloud for Salesforce Console API logout event
[View details]

May 25, 2016

Collaborate

  • Thumbnail image support for additional document types

Communicate

  • Model-specific metabases for Polycom and AudioCodes phones

Contact center

  • Brazilian-Portuguese language support
  • Chat and email metrics added to queue reports

Integrations

  • Verint WFM historical and Verint WFM RTA
[View details]