What’s New in Vonage Contact Center for Q4 2023: Release Notes Highlights
This article was published on October 17, 2023
The latest Vonage Contact Center (VCC) updates will help make your contact center more productive, efficient, and effective. Look for the Q4 2023 release during the week of Oct. 16, 2023. Here’s a quick look at the latest enhancements and developments.
Service Cloud Voice Enhancements
- Secondary ringing in Service Cloud Voice with WebRTC
- Set and track after-conversation work time
- Conversation intelligence rules
- Configuring one-sided call recording for Service Cloud Voice
Connect Dialer for Salesforce
- Improved Connect performance
- Support Salesforce public groups for Connect
- Dial list preview
ContactPad
- Remove duplicate WebRTC buttons in ContactPad
- Agent warning when local issues may affect WebRTC
- Reject calls automatically when WebRTC is temporarily unavailable
Administration
- Announcer applet
- VCC Marketplace added to VCC Admin Portal
Insights
- Insights products renaming
- Historical Analytics (general access)
- Download raw IDRs in Real-Time Analytics and Historical Analytics
- Download table content from Real-Time Analytics
Conversation Analyzer
- Control playback speed of call and screen recordings
- Transcript scrolls during recording playback
- Support for additional languages
Screen Recording
- Screen recording begins when the call is presented to the agent
APIs
- User Admin API: permissions and licenses
Beta/Early Access Program
- Team monitoring
- Two-factor authentication (email)
- Sentiment analysis in Conversation Analyzer
- Call summarization in Conversation Analyzer
- Conversation Analyzer reporting with Historical Analytics
- VDI support for WebRTC
- USB-connected headset controls for WebRTC
- Noise cancellation for WebRTC
- VCC webhooks
Noteworthy Updates
- Auto conversion of the Data Announcer to Announcer
- Auto conversion of legacy applets
- Synchronizing presences when a Salesforce user misses or declines an incoming call
Feature Retirement
- Intent to deprecate — Call Parking
- Intent to deprecate — DTMF Call Controls
- Intent to deprecate — Unite Case Routing
- Intent to deprecate — Real Time
- Deprecated — Announcement Applet
- Retired — Stats and Reports
- Retired — Insights Stats API Version 2
- Salesforce Managed Packages
Rollout Starts Soon
The Vonage Contact Center Q4 2023 release rolls out during the week of Oct. 16.
To learn more about how Vonage can help your organization, be sure to explore our cloud-based contact center.
