outbound campaigns


January 30, 2019

Contact center

  • Dialer Campaign Detailed Attempt History report
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May 9, 2018

Contact center

  • Automatic time zone mapping
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March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in PureCloud for Salesforce
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March 7, 2018

Contact center

  • Inbound SMS message routing
  • Compliance abandon settings for campaigns
  • Blind and consult transfer script actions
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November 29, 2017

Contact center

  • Dialing group and site configuration campaign options
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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 6, 2017

Contact center

  • ACD voicemail routing
  • Co-browse for voice interactions
  • Queues Activity views enhancements
  • Callback filter in contact center dashboards and views
  • Contact Property call rule condition enhancement
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July 26, 2017

Platform

  • APIs for schedule management and IVR configuration
  • New invoice system

Collaborate

  • Hunt groups

Contact center

  • Historical schedule adherence
  • Keep campaign running option
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July 5, 2017

Communicate

  • Forward a voicemail
  • Local site routing for Edge groups

Contact center

  • Disable answering machine detection in call analysis responses
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May 31, 2017

Contact center

  • Screen share for chat
  • Contact property call rule condition
  • Norwegian Bokmal language support in Architect
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May 17, 2017

Communicate

  • Edge and Media Tier release notes enhancement

Contact center

  • Select a default script for outbound calls
  • Contact list sort enhancement
  • Contact list filter
  • Chinese (traditional) language support
[View details]

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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April 26, 2017

Platform

  • APIs for External Contacts features

Contact center

  • Campaign event viewer
  • Queues performance detail bar graph
  • Pop a URL from the default script
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March 1, 2017

Communicate

  • Phone redundancy

Contact center

  • Administrator control of recalls
  • Campaign rule condition based on number of agents
  • Campaign rule action for changing the dialing mode
[View details]

January 11, 2017

Contact center

  • Action to query bridged data sources in scripts
  • Maximum lines for outbound dialing campaigns
  • Norwegian and Mandarin Chinese support in Architect
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December 28, 2016

Platform

  • HIPAA compliance

Communicate

  • Recording of external transfers

Contact center

  • Campaign rules
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November 23, 2016

Contact center

  • Architect IVR Transfer to Group action
  • Limits to prevent excessive dialing
  • Agent participation in simultaneous dialing campaigns
[View details]

October 5, 2016

Platform

  • Developer Forum
  • Developer Center code samples and tutorials for API calls
  • SDKs for JavaScript, Python, Ruby, and C#

Communicate

  • Bulk import for phone configurations

Contact center

  • Permissions for Dashboard, Queues, and Agents views
  • Support for HTML formatting in responses and ACD emails
  • Secure pause button
  • Dutch and European Spanish language support in Architect
  • Third-party call list cleansing service
  • No-answer timeout campaign setting
  • Real-time schedule adherence
  • Maximum number of agents per management unit
[View details]

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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April 27, 2016

Contact center

  • Social Channel Managment
  • Outbound dialing enhancements
[View details]

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
[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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December 18, 2015

Collaborate

  • Location enhancements

Communicate

  • Emergency services configuration enhancements

Contact center

  • New Predictive and Power modes for Dialer
[View details]