Vonage Contact Center: Q4 2022 Release Enhances Customer and Agent Experiences

Updates to the Vonage Contact Center (VCC) continue to help deliver exceptional customer and agent experiences. Look for the Q4 2022 release during the week of October 17. And enjoy the read as we quickly review the latest enhancements and developments.

image relates to the Vonage Contact Center Q4 2022 release

Service Cloud Voice Enhancements

  • Consultation with Vonage Business Communications (VBC) contact directory users
  • Consultation with Microsoft Teams contact directory users
  • Salesforce Omni-Channel flows route VCC calls to agents
  • Salesforce Omni-Channel flows support multiple record popping
  • Auto-select callback number based on prefix of number dialed
  • Desktop notifications for inbound calls
  • Queued callbacks

Salesforce Open CTI

  • Log-a-Call enhancements in Lightning

VCC-VBC Integrated Experience

  • Transfer to groups and queues
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Administration

  • Feature permissions management in user admin
  • Service name reporting improvements
  • Automatic presence change after wrap or unexpected state
  • Removal of duplicate queued callbacks

Analytics

  • Historical data available from 2018 onward
  • Data displayed in viewer's time zone

Beta/Early Access Program

  • Early access to Extended Automatic Wrap

Important Announcements

  • North America infrastructure refresh

Feature Retirement

  • User access permission management – deprecated
  • Motivate (gamification) – deprecated
  • Inspire (wallboards) – deprecated
  • Salesforce Managed Packages – deprecated

Rollout Starts Soon

The Vonage Contact Center Q4 2022 release rolls out the week of October 17.

To learn more about how Vonage can help your organization, be sure to explore our cloud-based Vonage Contact Center.

Tim Kimber
Tim Kimber

Director of Product Marketing at Vonage

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