contact center management
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
February 8, 2017
Collaborate
- Loading of chat history
Contact center
- Outbound email on behalf of a queue
Integrations
- PureCloud for CIC co-browse feature
February 1, 2017
Platform
- Admin UI relaunch
Contact center
- ACD support for chats in client integrations
- PureCloud for Salesforce and Omni-Channel status sync
- ACD routing of third-party chat and email interactions
- Queues Performance summary and detail views
- IVR prompt support for ordinal numbers
- Italian language support in Architect
September 28, 2016
Communicate
- Mini and micro versions of PureCloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for PureCloud web-based phones
September 7, 2016
Contact center
- Consult transfers to queues
- Create a queue from an existing queue
July 27, 2016
Contact center
- Secondary level of user statuses
- Option to force wrap-up on disconnected conversations
- Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports
July 13, 2016
Communicate
- Outbound user faxing
Contact center
- Auto answer feature and persistence connection option
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
April 20, 2016
Collaborate
- Geolocation
Contact center
- Bulk add queue members based on groups, roles, location, and manager