Platform


March 13, 2019

Platform

  • Access control for all regions
  • Assign roles to a group
[View details]

February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • PureCloud Voice in Germany

Contact center

  • Message delivery status notifications
[View details]

February 6, 2019

Platform

  • Authenticate with single sign-on only
  • Developer Center usability enhancements

Communicate

  • PureCloud audio management improvements
  • Support for basic call controls on commonly used headsets
  • PureCloud Edge bandwidth calculator enhancements

Contact center

  • Queues activity views improvements
[View details]

December 19, 2018

Platform

  • Restrict PureCloud embedding security enhancement

Contact center

  • Dynamically referenced queues in Architect
  • DNIS-based analytics views
  • Export data from DNIS performance views
[View details]

October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API
[View details]

September 26, 2018

Platform

  • Unified search across PureCloud sites
[View details]

August 29, 2018

Platform

  • Turn off file uploading in chats

Contact center

  • Skill configuration for third party emails in Architect
  • Script display enhancement
[View details]

August 22, 2018

Platform

  • Introducing Features coming soon

Contact center

  • Advanced workforce management short-term forecasting techniques
  • Granular permission set in Architect
  • Access Architect from the Routing menu
  • Wrap-up Notes column in Interactions view and Agents Interactions Detail view
  • Danish language support
[View details]

August 15, 2018

Platform

  • GDPR compliance update

Contact center

  • Architect flow authoring enhancements

Integrations

  • PureCloud for Firefox extension
[View details]

August 8, 2018

Platform

  • User Status Aggregate query filter limits
[View details]

August 1, 2018

Platform

  • PureCloud Embeddable Framework API

Contact center

  • Japanese TTS and ASR language support
  • Language string variable name in Architect
  • View past reports in report history

Integrations

  • Introducing the Amazon Lex integration
  • PureCloud for Chrome extension
[View details]

July 18, 2018

Platform

  • Improved customer onboarding

Contact center

  • Assign skills without the Master Admin role
  • Web chat appearance enhancement
  • Improved XLS formatting for reports
[View details]

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
[View details]

June 20, 2018

Platform

  • Client App SDK

Contact center

  • Products, roles, and permissions list enhancement
[View details]

June 6, 2018

Platform

  • Group support for authorized organizations
  • Introducing the PureCloud Product Ideas Lab
[View details]

May 23, 2018

Platform

  • GDPR compliance

Contact center

  • Full view export for Queue Performance views
  • Abandon metrics insights
  • Automatic email reply configuration in Architect
[View details]

May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics
[View details]

April 11, 2018

Platform

  • Windows and Mac desktop app release notes
[View details]

March 14, 2018

Platform

  • AppFoundry support for PureConnect and PureEngage apps

Integrations

  • SMS interaction support in PureCloud for Salesforce
  • SMS interaction support in PureCloud for Chrome
  • SMS interaction support in PureCloud for Zendesk
[View details]

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
[View details]

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
[View details]

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
[View details]

November 15, 2017

Platform

  • PureCloud invoice enhancements

Contact center

  • Alert notifications deleted after 30 days

Integrations

  • Zendesk data actions integration
[View details]

October 18, 2017

Platform

  • Free seating organization setting

Communicate

  • USB-based Edge pairing
  • Support for China-specific encryption certificates in Edge pairing process

Contact center

  • Enhanced user selection in report editor
  • Interactions view enhancements

Integrations

  • PureCloud data actions integration
[View details]

October 11, 2017

Platform

  • PCI DSS Level 1 compliance for Secure IVR
  • Improved view of subscription, billing, and usage information

Contact center

  • Scripts with email
[View details]

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