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.
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 , 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.
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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