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What's New in the Virtual Contact Center 9.7.3 Release for Administrators?

We have introduced a brand-new look for Virtual Contact Center applications in this release. Additionally, we have a few feature enhancements for administrators.

 

Ability to Filter Campaign Lists Based on Do Not Call Preferences

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.

What's New in the Virtual Contact Center 9.7.1 Release for Administrators?

We have introduced the following new enhancements to improve the productivity of agents, supervisors, and administrators.

Ability to Set the Browser Language as the Pre-Chat Language

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.

Ability to Bypass Automatic Translation in Greeting Messages

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.

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