Architect
June 3, 2020
Contact center
- Customize external contacts and organizations
- Status timer for agents
- Upload and preview images with content offers in Predictive Engagement
- Get Journey Outcome action and Get Journey Segment by ID action in Architect
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 8, 2020
Contact center
- Introducing Architect workflows and Architect flow actions for Predictive Engagement
- Salesforce lead creation and campaign association with Predictive Engagement
- Add digital channels to subscriptions
- Reset an agent’s routing score after presence changes
- Scheduled Callbacks view permissions change
Deprecations
- ACD routing permissions change
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 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 22, 2020
Contact center
- Blind transfer for voice interactions enhancement
Integrations
- Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
January 8, 2020
Contact center
- Answering machine beep detection improvements for call analysis
Deprecations
- Classic Queues views deprecation removal
December 4, 2019
Deprecations
- Internet Explorer 11 support for web app and Architect deprecation removal
November 6, 2019
Contact center
- Chat flow and chatbot support for web chat widget and Altocloud
- Allowed domains for web chat
- Dynamically reference groups in Architect
- Dynamically reference user by email in Architect
- Export time value format option
- Add or copy activities to agent schedules
- Email inline images
- Email forwarding
Integrations
- IP addresses for outbound data action traffic
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
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 28, 2019
Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
August 21, 2019
Contact center
- Set Wrapup Code action enhancement in Architect
Integrations
- PureCloud Embeddable Framework for private deployment
August 7, 2019
Communicate
- PureCloud Voice EMEA rate decrease
Contact center
- Increase timeout limit for Architect email and message flows
Integrations
- Amazon Lex integration for inbound web chat flows
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
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
June 19, 2019
Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails
May 22, 2019
Contact center
- IVR flow performance views
- IVR flow metrics in Analytics API
- Architect flow outcome functionality
- Architect menu move
- Workforce management short-term forecasting enhancement
Deprecations
- Classic agents performance views deprecation
- Agent dashboard deprecation
- Outbound campaign: Detailed attempt history report deprecation
April 24, 2019
Communicate
- PureCloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
April 10, 2019
Communicate
- Advanced microphone settings
Contact center
- Architect Transfer to voicemail enhancements
- Improved external contact search results for web chat
March 27, 2019
Contact center
- Introducing third-party TTS engine integrations
- Queue Activity Detail view improvements
- New columns and filters in analytics views
- Screen share improvement
January 23, 2019
Contact center
- MOS scores for voice interactions
- Send Response action in Architect message flows
- PureCloud scheduling enhancements
- Dutch TTS and ASR language support
- Image component enhancement for scripts
Integrations
- Amazon Lex integration for inbound message flows
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