outbound campaigns
October 2, 2019
Contact center
- Force Stop option for paused campaigns
January 30, 2019
Contact center
- Dialer Campaign Detailed Attempt History report
May 9, 2018
Contact center
- Automatic time zone mapping
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
March 7, 2018
Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
November 29, 2017
Contact center
- Dialing group and site configuration campaign options
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
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
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
July 5, 2017
Communicate
- Forward a voicemail
- Local site routing for Edge groups
Contact center
- Disable answering machine detection in call analysis responses
May 31, 2017
Contact center
- Screen share for chat
- Contact property call rule condition
- Norwegian Bokmal language support in Architect
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
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
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
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
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
December 28, 2016
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules
November 23, 2016
Contact center
- Architect IVR Transfer to Group action
- Limits to prevent excessive dialing
- Agent participation in simultaneous dialing campaigns
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
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
April 27, 2016
Contact center
- Social Channel Managment
- Outbound dialing enhancements
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
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
December 18, 2015
Collaborate
- Location enhancements
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer