Platform
June 10, 2020
Communicate
- PureCloud Voice in London
Contact center
- New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
- New filters in Skills and DNIS views
- New columns in Interactions view
- New filters in Interactions view
Platform
- New dimensions and metric in Analytics API
- Use a single grant type across regions for secure authentication
- Journey JavaScript SDK enhancement for refined tracking and segmentation
- Journey JavaScript SDK enhancement for web actions
May 20, 2020
Contact center
- Introducing outbound SMS campaigns
Platform
- Limit organization access to users with specified IP addresses
- Usage APIs for premium applications
Deprecations
- Long polling for PureCloud clients and network configurations deprecation update
May 6, 2020
Contact center
- Introducing improved workforce management features for all regions
- New inbound media columns and filters in Performance views
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
- Screen recording, evaluations, and surveys permissions change
Platform
- PureCloud training moves to Genesys Beyond
April 29, 2020
Platform
- New AWS region deployments
- Refresh tokens for secure authentication
Communicate
- PureCloud Voice availability for new AWS region
- BYOC Cloud availability for new AWS regions
Contact center
- Introducing improved workforce management features for selected regions
- Improved ACD messaging for Facebook Messenger
- Inbound MMS support for SMS messages
- Interrupt a Google Dialogflow agent in an Architect flow
Integrations
- SMTP server integration for outbound emails
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
- Contact center dashboard in Performance Overview menu deprecation removal
April 22, 2020
Contact center
- Protect recordings from deletion for legal hold directive
Platform
- AppFoundry enhancement for resellers
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
April 1, 2020
Contact center
- Log an agent out of PureCloud from agent views
- Disassociate an agent from a station
- Web chat widget support for accessibility
- Use * and # as terminating characters in Architect call flows
- New fonts and font sizes in ACD email
Platform
- Disable Collaborate chat
- Premium application purchase enhancements
Deprecations
- TLS 1.0 protocol deprecation removal
- ACD routing permissions change postponement
March 25, 2020
Contact center
- Amazon Lex integration in Asia Pacific (Sydney) AWS region
Platform
- Go SDK
Deprecations
- ACD routing permissions change postponement
- WFM forecasting After Call Work and Average Talk Time deprecation postponement
February 19, 2020
Contact center
- Short code support for SMS messages
Platform
- New monitoring metric in Analytics API
Deprecations
- ACD routing permissions change
- WFM forecasting After Call Work and Average Talk Time deprecation
- TLS 1.0 protocol for data actions deprecation
- iOS Supervisor chat deprecation removal
February 5, 2020
Communicate
- New Genesys and Polycom supported phones and firmware
Contact center
- Data tables enhancements
Integrations
- AWS S3 recording bulk actions integration
- OneLogin for PureCloud SCIM
Platform
- Bulk export recordings in Recordings API
January 1, 2020
Platform
- Access audit events in Audits API
- Changed default alternate time dimension for evaluation aggregate queries
December 18, 2019
Contact center
- Altocloud webhooks
- Export view group data metrics enhancement
- Improved evaluation scoring results
Platform
- OAuth scopes for applications
- Agent Details enhancement in Analytics API
Deprecations
- iOS Supervisor chat deprecation
- WebRTC signaling deprecation update
October 30, 2019
Communicate
- PureCloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for PureCloud
October 23, 2019
Contact center
- Call flow schedule decision actions in Architect
- API usage view
- Change agent status in agent views
Platform
- US West region deployment
October 16, 2019
Platform
- CCPA compliance
Deprecations
- Altocloud smart tags deprecation removal
October 9, 2019
Contact center
- Introducing preferred agent routing
- Co-browse session improvements
Platform
- Organization settings improvement
September 11, 2019
Contact center
- SMS number purchase update
Platform
- iOS SDK
September 4, 2019
Contact center
- Assign evaluations per agent
- Busy audio signal in Architect data actions
- Conversation Detail Records enhancement in Analytics API
Platform
- Client account access updates
- GDPR API enhancement
August 14, 2019
Communicate
- PureCloud audio management improvement
Platform
- AppFoundry free trial offers for premium applications
- Bring Your Own Technology billing rates
Deprecations
- Classic Agents Performance views deprecation removal
- Social channel management deprecation postponement
July 31, 2019
Collaborate
- Import people enhancements
Contact center
- Introducing web chat flows in Architect
- Font change for Korean and Japanese language .pdf and .xls reports
Platform
- Release Notes in PureCloud Admin UI
- PureCloud Community Q&A show
Deprecations
- LinkedIn profile import deprecation and removal
May 29, 2019
Platform
- Introducing PureCloud SCIM
- Guest and agent chat APIs
Contact center
- Google Cloud third-party TTS engine integration
- Export data from IVR flow views
- Web chat deployment and documentation changes
Deprecations
- Internet Explorer 11 support for PureCloud web app deprecation
March 13, 2019
Platform
- Access control for all regions
- Assign roles to a group
February 20, 2019
Platform
- Introducing access control for select regions
Communicate
- PureCloud Voice in Germany
Contact center
- Message delivery status notifications
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
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
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