contact center integrations


November 8, 2017

Contact center

  • Improved support for external contacts in email interactions

Integrations

  • Screen share and co-browse support for PureCloud for Salesforce
  • Screen share and co-browse support for PureCloud for Zendesk
  • Screen share and co-browse support for PureCloud for Chrome
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October 25, 2017

Contact center

  • Architect bypass audio sequence support for call flows
  • Workforce management short-term forecasting enhancements
  • Workforce management supported media types

Integrations

  • Microsoft Dynamics 365 data actions integration
  • Support for Active Directory Connector custom attributes
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September 27, 2017

Platform

  • Notifications API topic and open source project for WFM RTA integrations

Contact center

  • Architect Call.CurrentQueue built-in variable for in-queue call flows
  • Global outbound campaign call settings

Integrations

  • Store chat transcripts in Salesforce activity records
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September 20, 2017

Contact center

  • Secure call flows in Architect
  • Architect Exit and Next Loop actions for all call flow types
  • Automatic email responses
  • Substitutions for canned responses
  • Bulk addition of queues to agents
  • Callbacks in reports and alerts
  • Workforce management schedule administration enhancements
  • Workforce management export enhancements

Integrations

  • Custom client applications integration
  • Web services data actions integration
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August 9, 2017

Contact center

  • Data actions in agent scripts

Integrations

  • Routing Salesforce emails through PureCloud for Salesforce
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June 28, 2017

Contact center

  • Screen share for voice interactions
  • Call Data Action for call flows in Architect

Integrations

  • Call data actions for Salesforce data actions
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June 7, 2017

Collaborate

  • Secure relationships with authorized organizations

Contact center

  • Customer typing indicator in chat interactions
  • Evaluation form question branching
  • Disable unattended reports

Integrations

  • Voci V-Spark transcription and speech analytics integration
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May 10, 2017

Contact center

  • Co-browse with chat interactions
  • Outbound Campaign: Detailed Attempt History report
  • Chinese and Dutch language support in Architect
  • Call Data Action for email flows in Architect

Integrations

  • Salesforce data actions
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January 18, 2017

Platform

  • Admin UI
  • PureCloud community

Communicate

  • Order management for number ports

Contact center

  • Permissions required to manage and assign roles

Integrations

  • PureCloud for Chrome
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November 9, 2016

Integrations

  • Secure pause in PureCloud for Salesforce and PureCloud for Zendesk
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November 2, 2016

Integrations

  • PureCloud for Salesforce support for Lightning Experience
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September 19, 2016

Communicate

  • PureCloud web-based (WebRTC) phone

Integrations

  • Web-based phone support for PureCloud for Salesforce
  • Web-based phone support for PureCloud for Zendesk
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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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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 18, 2016

Platform

  • Changes to default password requirements

Communicate

  • Telephony trunk configuration enhancements
  • Change to trunk number format
  • Additional AudioCodes support

Integrations

  • PureCloud for Salesforce enhancements
  • PureCloud for Zendesk enhancements
  • Bridge Server enhancements
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April 27, 2016

Contact center

  • Social Channel Managment
  • Outbound dialing enhancements
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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 16, 2016

Integrations

  • PureCloud for Salesforce enhancements
  • PureCloud for Zendesk enhancements
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February 19, 2016

Collaborate

  • Bulk role assignment tool

Integrations

  • Multi-region support for PureCloud for Salesforce
  • Multi-region support for PureCloud for Zendesk
[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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January 22, 2016

Collaborate

  • New Activity indicators
  • Improved “Out of Office” functionality

Integrations

  • Initial release of PureCloud for Zendesk
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November 13, 2015

Integrations

  • Improvements to PureCloud for Salesforce
  • Improvements to Salesforce Object Routing Connector
  • Improved styling on several Webhooks widgets
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October 23, 2015

Communicate

  • Call forwarding is now available

Collaborate

  • Improvements to chat roster
  • New chat commands
  • Desktop support for native idle handling

Integrations

  • Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
  • Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
  • Updates to the Salesforce Object Routing Connector
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October 16, 2015

Communicate

  • Inbound OneNumber Fax

Collaborate

  • Ability to share documents with external parties via a simple link
  • Ability to configure security profiles for document access

Integrations

  • Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
  • Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
  • Updates to the Zendesk Screen Pop Connector
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