Contact center


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
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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
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June 22, 2016

Communicate

  • Inbox improvements

Contact center

  • Support for custom web chat fields
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June 15, 2016

Contact center

  • Time off requests

Integrations

  • Microsoft Dynamics CRM data dip connector
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June 8, 2016

PureCloud Platform

  • Help panel

Engage

  • Queue activation permission
  • Custom interaction details for web chats
  • Agent alias for web chats
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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
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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
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May 11, 2016

Platform

  • Enhanced professional support assistance

Colloborate

  • Video troubleshooting

Contact center

  • Architect flow printing
  • German language support
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April 27, 2016

Contact center

  • Social Channel Managment
  • Outbound dialing enhancements
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April 20, 2016

Collaborate

  • Geolocation

Contact center

  • Bulk add queue members based on groups, roles, location, and manager
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March 30, 2016

Collaborate

  • Delete files from chat
  • Add custom and structured attributes to documents

Contact center

  • Transfer to voicemail added to Architect
  • Load-based schedule generation
  • Short-term forecasting
  • Campaign rules for outbound dialing

Integrations

  • PureCloud for Salesforce enhancements
  • PureCloud for Zendesk enhancements
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March 23, 2016

Contact center

  • Response management
  • Email routing
  • French and German IVR prompt files and runtime playback support in Architect
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March 9, 2016

Communicate

  • Trunk PCAP retrieval
  • Station auto-conference
  • Audio export

Contact center

  • Dependency tracking for Architect
  • Action, Menu, and Task Numbering
  • New Languages Available for IVR
  • Norwegian localization
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March 2, 2016

Platform

  • New support workflow for PureCloud Pro+ organizations

Collaborate

  • New UI for profile setup
  • Ability to open video chats in pop-out window

Contact center and Communicate

  • Group ring
  • Ability to copy interactions through the Agent UI

Integrations

  • Single Sign On support for Okta
  • Single Sign On support for SFDC
  • Improvements to PureCloud for Salesforce
  • Salesforce Data Dip Connector is now available in East Asia (Japan) region
  • Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
  • Web Services Data Dip Connector is now available in East Asia (Japan) region
  • Zendesk Data Dip Connector is now available in East Asia (Japan) region
[View details]

February 5, 2016

Communicate

  • PureCloud Voice

Contact center

  • Agent utilization can now be configured
  • Pre-call rule to dial a record in Preview Mode
  • Caller ID (ANI) Enhancements

Integrations

  • PureCloud for Salesforce updates
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December 18, 2015

Collaborate

  • Location enhancements

Communicate

  • Emergency services configuration enhancements

Contact center

  • New Predictive and Power modes for Dialer
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