VBC customers get live transcription on every desktop call and a self-service admin assitant that resolves routine configuration questions on the spot — without additional tools or complexity.

For the contact center, the VCC Mobile App reaches general availability, Okta SSO and System for Cross-domain Identity Management (SCIM) remove a separate identity management layer, and real-time network-informed risk signals are available before your agents take the call. Intelligent Workspace agents gain Customer 360 for Salesforce in general availability, RCS as a new inbound channel for your customers, and the ability to escalate to a live video session without leaving the workspace. For Salesforce Voice, AI-powered summaries are generated automatically at the point of transfer.

Beyond the features covered here, the 2026.3 release includes additional enhancements across routing, reporting, CRM integrations, and platform administration. Be sure to check out the full feature index in the complete release notes.

Vonage Business Communications: More Everyday Intelligence Built Directly Into VBC

Ask AI

Your administrators no longer need to raise a support ticket or search through documentation to resolve a routine question. From understanding your invoice to configuring a call queue, they type their question in plain language directly in the VBC Admin Portal and receive a clear, sourced answer within seconds. For more involved tasks, Admin Assist goes further by walking them through each configuration step.

Live Call Transcription

Your team follows every conversation in full, regardless of accent, background noise, or call complexity. Every active VBC Desktop call now has a real-time transcript available on demand, with each speaker labeled by name and timestamp, ensuring no detail is lost.

Vonage Contact Center: Mobile Capability, Enterprise Identity Management, and Network-Informed Risk Signals

VCC Mobile App: Key Contact Center Capabilities Beyond the Desktop

Your agents are no longer tied to a desk to run a full contact center operation. The VCC Mobile App is now generally available on iOS and Android, giving your agents the ability to receive and place calls, manage their presence state, access CRM records through Customer 360, and have all calls automatically logged, wherever they are working. The app is built for field agents, hybrid workers, and sales representatives who handle customer calls away from their desk.

Okta SSO and SCIM

Your agents sign in with the same Okta credentials they use across every other enterprise tool. Any multi-factor authentication already configured in Okta applies automatically, and your administrators can enforce SSO across the entire account, so no one bypasses it with a local login. Alongside this, SCIM provisioning means any change made in your Okta directory — a new hire, a role change, a departure — is automatically reflected in VCC. Accounts stay accurate, access stays controlled, and your administrators no longer manage two parallel identity systems.

Intelligent Workspace: Earlier Insight and Richer Engagement in One Agent Experience

Identity Risk Score

Before your agents answer a single question, your contact center already knows whether the inbound call carries a fraud risk. When a call arrives, the system automatically queries network-level identity signals, including recent SIM swap activity, subscriber matching, and number validation. It then calculates a composite risk score and surfaces a clear risk classification and recommendation to your agents or routing workflow. In practice, this results in reduced exposure to account takeover fraud, shorter verification calls, and a simpler experience for both your agents and your customers. Identity Risk Score is available as an add-on; contact your Account Manager for details.

RCS: Inbound Interaction Handling

Your customers can now initiate RCS conversations with your contact center for the first time. Your administrators create RCS deep links in the VCC Admin Portal, essentially shareable links that can be embedded in websites, QR codes, or digital campaigns. When a customer taps a link, their native messaging application opens with a pre-filled message ready to send, and the interaction is routed to one of your agents in Intelligent Workspace. An SMS fallback is available for customers whose devices do not support RCS.

Visual Engagement

When a customer issue is faster to resolve over video, your agents can initiate a video session directly from within Intelligent Workspace, without switching tools or losing the interaction context. This works for situations like a complex product fault, a process that needs step-by-step assistance, or a moment that benefits from a face-to-face interaction. Your customers join from any phone or laptop with no app or download required. Sessions can be recorded and white-labeled so your customers see your brand when they join.

Customer 360 for Salesforce: General Availability

Your agents handle every Salesforce interaction with the full customer record in front of them, without switching a single tab. Customer 360 for Salesforce is now generally available, delivering automatic screen pops, a complete Customer 360 panel showing contact and account detail, a 30-interaction engagement history, and automatic activity logging. This release also introduces CRM Activities support, giving your agents an inline view of open Cases, Opportunities, Tasks, and custom objects directly within the panel.

Salesforce Voice: AI and Expanded Workflows, Natively in Salesforce

This release extends Salesforce Voice across the agent experience, outbound dialing, and the Salesforce data layer. 

Mid Call Summary generates an AI-powered summary automatically at the point of transfer or consultation and links it from the first Voice Call record to the second. This allows context to travel with the call rather than staying with the agent who initiated it. 

Direct Agent-to-Agent Calling lets agents reach colleagues from the Omnichannel address book without leaving Salesforce or tracking down a number. 

Salesforce Unified Routing enables a single capacity model across voice and digital channels, with Salesforce owning the routing logic and Vonage handling the telephony. 

Timed Preview for Connect Dial Lists gives outbound agents a defined window to review a record before the call connects, keeping preparation consistent and dialing pace predictable. 

Additional enhancements include pre-built lookup fields linking Voice Call records to Contact, Account, Lead, Opportunity, and Case objects; Vonage presence state visibility directly in the Salesforce Utility Bar alongside the Omnichannel widget; and, Custom Notification Summary, which alerts admins natively in Salesforce when a configuration issue between Vonage and Salesforce needs attention.

ServiceNow Voice: More Capability Across the Native Agent Workflow

This release extends ServiceNow Voice across the full agent workflow. 

Set Intended State lets agents pre-select their post-call availability during a live call, so presence transitions happen automatically once the call and any wrap-up period end. 

Outbound IVR retrieves the customer record, presents a local caller ID, and validates against do-not-call lists before the call connects. 

Multiple CLIDs lets agents choose their outbound caller ID per call. This is useful for multi-brand accounts where presenting the right number improves answer rates. 

Answer Calls from a Personal Queue brings named-agent routing parity to ServiceNow Voice. 

Conversation Analyzer support, screen recording, and disposition codes round out the release, bringing speech analytics, QA-grade recording, and structured call outcomes directly into the ServiceNow environment.

Explore the Full Release

Full release notes, configuration guides, recorded webinars, and feature documentation are available on the Community Hub.

You can also download the 2026.3 Release Notes (PDF) or reach out to your Vonage Account Manager or Customer Success Manager for a walkthrough of what is most relevant for your setup.