text chat
February 8, 2017
Collaborate
- Loading of chat history
Contact center
- Outbound email on behalf of a queue
Integrations
- PureCloud for CIC co-browse feature
October 26, 2016
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
October 19, 2016
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
August 12, 2016
Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in PureCloud for Salesforce
- Outbound dialing and script support in PureCloud for Zendesk
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
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
November 6, 2015
Platform
- Consolidated user interface
Collaborate
- Chat search
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