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
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February 8, 2017

Collaborate

  • Loading of chat history

Contact center

  • Outbound email on behalf of a queue

Integrations

  • PureCloud for CIC co-browse feature
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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
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September 28, 2016

Communicate

  • Mini and micro versions of PureCloud Edge
  • Virtual Edge deployment option

Contact center

  • Auto answer for PureCloud web-based phones
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September 7, 2016

Contact center

  • Consult transfers to queues
  • Create a queue from an existing queue
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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
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July 13, 2016

Communicate

  • Outbound user faxing

Contact center

  • Auto answer feature and persistence connection option
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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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April 20, 2016

Collaborate

  • Geolocation

Contact center

  • Bulk add queue members based on groups, roles, location, and manager
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