voice interactions


January 23, 2019

Contact center

  • MOS scores for voice interactions
  • Send Response action in Architect message flows
  • PureCloud scheduling enhancements
  • Dutch TTS and ASR language support
  • Image component enhancement for scripts

Integrations

  • Amazon Lex integration for inbound message flows
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July 11, 2018

Contact center

  • Aggregate detail views
  • Flag problematic calls
  • New HTML editor for email messages

Integrations

  • Premium applications in the AppFoundry
  • Skype for Business integration
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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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November 9, 2016

Integrations

  • Secure pause in PureCloud for Salesforce and PureCloud for Zendesk
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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
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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 22, 2016

Communicate

  • Toll-free number porting into PureCloud Voice

Contact center

  • Callback routing
  • ACD-routed preview calls
  • User Status Detail report
  • Japanese language support
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