You can find our previous releases here:
We have introduced a brand-new look for Virtual Contact Center applications in this release. Additionally, we have a few feature enhancements for administrators.
While creating a campaign filter, you can filter those numbers from Local CRM records that are registered with the Telephone Preference Service (TPS) and Corporate Telephone Preference Service (CTPS), to be compliant with TPS and CTPS. This feature is currently supported for UK phone numbers, but will be extended to other countries in future releases.
This feature helps customers to be TPS/CTPS compliant, but does not guarantee it. Customers are responsible for their own compliance. It is recommended not to run campaigns longer than 28 days. For details, see our content on Filter Campaign Lists Based on Do Not Call Preferences.
We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators.
In Configuration Manager, administrators can now set the browser language as the language visible in the pre-chat form. A pre-chat survey form serves to gather information from a chat user before initiating a chat. Using the form, you can collect information from an existing user, such as their preferred language. With this enhancement, the customer's browser language can optionally overwrite the pre-chat default language, eliminating the need for the customer to answer an extra question. When the translation is not available for the browser language, the pre-chat selected language will be in effect. See Translation in pre-chat form.
In Configuration Manager, the administrator can now configure the greeting messages to bypass the automatic translation. Greeting messages are routinely used to invite the customers to a chat session. You can type your message in the chat window, and select to automatically translate. With the new enhancement, however, you can bypass the automatic translation and let the user provide a customized translation instead. See Greeting Messages in the summary table.
Take advantage of Facebook and Twitter to service customers directly and increase customer satisfaction with Virtual Contact Center Social Integration. By unifying the agent experience, 8x8 Social allows users to channel their messages from social media into Virtual Contact Center. Customers can contact the businesses and receive support from within their social platform. Virtual Contact Center Social supports messaging via Facebook and Twitter in this release.To receive chat interactions, agents must be assigned to an enabled chat queue and be in Available state. See Social Media Integration.
You can now save email addresses exceeding 55 characters. The maximum limit now stands at 254 characters. This change allows many areas such as saving longer email IDs of agents, customers in Local CRM, setting up email notification for voicemails, and more. See User Profile.
For the complete list of areas that benefit from this enhancement, see below.
New features and enhancements to VCC-Configuration Manager impact supervisors and agents. Some of these features are available to agents and supervisors by default, while others need to be enabled by administrators to benefit from the functionality.
In this release, we have introduced a few enhancements and fixed many bugs:
Enhanced Control for CRM Reports: As an administrator, you have the ability to allow or prevent agents from creating or downloading reports for customers, cases, and tasks in Local CRM. By default, agents are allowed to create and download reports.
This release offers Global Reach for Virtual Contact Center. The Single Tenant Global Reach initiative from Virtual Contact Center provides best call quality on VoIP across the globe. If your contact center has agents and customers distributed globally, serving your customers 24/7 with the right skilled agents and providing smooth call quality can be a challenge given the global operation. The last thing you want is to distress customers with poor call quality when they need help. The Single Tenant Global Reach initiative from Virtual Contact Center provides best call quality on VoIP across continents.
With Single Tenant Global Reach, Virtual Contact Center houses all your agents on a single platform and on a single tenant irrespective of their geographic location. The single-tenant architecture eliminates the need to log in to multiple tenants to manage traffic from different continents. An agent logging in from North America can service customer interactions not only from North America, but also from Europe and Asia Pacific with a single login and with little compromise on the interaction quality.
For details on Global Reach use cases, refer to Single Tenant Global Reach.
In addition to Global Reach, the release offers key improvements in IVR capabilities, improving caller experience:
Other features and enhancements include:
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