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General Availability Features
Vonage integration
Vonage rebrand
During the week of April 6th, your NVM Contact Center will get a new name and a new look—but its functionality will stay the same. We wanted to let you know in advance, so you can tell your users. We’ll be sunsetting the NVM brand, so all our products and communications will bear the Vonage brand. It’ll be most obvious at log in, across your Admin Portal, and on ContactPad. And your product name will change to Vonage Contact Center—because the Vonage brand is all about being clear and straightforward in everything we do.
We will not update some occurrences of ‘NewVoiceMedia’, ‘NVM’, ‘ContactWorld’, and so on, in our products and consequently in the documentation. Most of these occurrences are internal names used within our integration packages or in code. Changing these names could break existing integrations.
Vonage Contact Center and Vonage Business Communications integration
In the upcoming release, we will be integrating Vonage Contact Center (VCC)—formerly NewVoiceMedia—and Vonage Business Communications (VBC)—formerly Vonage Business Cloud. This integration will provide the following benefits:
Synchronization of presence, reflecting a user's availability to work with interactions in either platform
Shared directory of VCC and VBC contacts, making these contacts available in both platforms for consults, transfers, and conferences
Single interface, in which ContactPad is integrated with VBC desktop, for controlling calls
Sales
Salesforce High Velocity Sales (HVS) Integration
Spring '20 includes HVS Integration which integrates Vonage Contact Center with Salesforce's High Velocity Sales (HVS) product. If enabled for your account, your agents can contact leads using ContactPad. Those leads can progress through the cadence process based on the outcome of calls made.
For information about HVS integration, see High Velocity Sales (HVS) Powered by Vonage.
User experience
Screen Lock for Vonage Contact Center
The Screen Lock for Vonage Contact Center extension will update an agent's state whenever their computer locks—either manually, by the agent, or automatically, due to inactivity.
The agent will be able to choose from Away, Extended Away or Log Out states, plus any minor states within them. Changing their state to one of these will prevent Vonage Contact Center from delivering interactions that the agent is unable to handle because their computer is locked.
For more information, see ContactPad with Screen Lock for Vonage Contact Center (pilot documentation).
Telecommunications
CLI validation changes (UK)
New regulations in the UK require us to validate caller line identities (CLIDs). The CLIDs must be both in a valid format and within a valid range. Vonage Contact Center is being updated to validate CLIDs that we receive and replace them, where required, to ensure the call continues correctly.
Vonage Contact Center WebRTC
From Spring '20, existing WebRTC customers will be migrated to our own WebRTC implementation. Administrators will need to update firewalls to allow traffic from a new list of IP addresses. When configured correctly, agents will not notice any changes before, during, or after migration.
For information about using Vonage Contact Center with WebRTC, see ContactPad with WebRTC.
Report audio problems
Using ContactPad, from Spring '20 onward, agents will be able to report any audio problems experienced during a call. Reportable problems include echo, distortion, delay, and so on. Any problems with inbound calls will be viewable in Dashboards.
For information about reporting audio problems, see Reporting audio problems (pilot documentation).
Recording
Auto pause/resume recordings when going on/off hold
Currently, when an agent puts a call—which is being recorded—on hold, Vonage Contact Center continues to record the call. Agents must manually pause and resume call recording before and after putting the call on hold if they wish to stop recording.
From Spring '20, when the agent puts a call on hold, recording is automatically paused and then resumed when the agent retrieves the call.
Interaction Architect
Set Data Source enhancement
Currently, administrators can create one data source in each Set Data Source applet. In the Spring '20 release, the Set Data Source applet will enable administrators to create, or delete, up to 100 data sources.
For information about the Set Data Source applet, see Set Data Source applet.
User Admin
Scheduled logout (previously limited availability—generally available from Spring '20)
If an agent forgets to log out of ContactPad at the end of their shift, Vonage Contact Center may deliver an interaction to them that they are unavailable to work with.
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For information about configuring schedules that define when to log agents out of ContactPad, see Configuring schedules.
Custom unexpected and fault state timeouts (previously limited availability—generally available from Spring '20)
Currently administrators can configure the timeout period of unexpected and fault states at group level only. From Spring '20, administrators will be able to configure custom timeouts at agent level for the following states:
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For information about configuring custom unexpected and fault state timeouts, see Configuring individual users.
Reporting
Advanced Reporting and Statistics in Salesforce
From Spring '20, the Advanced Reporting and Statistics package will be generally available in Salesforce if enabled for your account.
For information about Advanced Reporting and Statistics, see Advanced Reporting and Statistics in Salesforce.
Dashboards
External data integration for Dashboards (previously known as Insights Data Source Mapping)
If data source data is available for interactions, from Spring '20, administrators will be able to configure their Vonage Contact Center account to make that information available as custom metrics in Dashboards. When configured, this information will also be accessible through the Insights Stats API.
For information about viewing data source data in Dashboards, see Viewing mapped data source data in Dashboards.
Conversation Analyzer
Adding new languages to Conversation Analyzer
Currently, Conversation Analyzer supports six languages. In the upcoming release, this support will be extended to handle twenty two languages.
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Furthermore, English (Global) transcription will be improved.
Pilot
Global PCI
IVR secure payments
IVR secure payments, available as a pilot feature in Spring '20, extends PCI Pal Agent Assist Secure Payments to enable agents to take secure payments through an IVR.
Firstly, a Data Connector will obtain cardholder data. The secure PCI Pal IVR service will then collect sensitive credit card information and transmit that data to your merchant payment service provider for processing. The Data Connector can write transaction results into a backend system.
Virtual Assistant (pilot)
Our Virtual Assistant uses artificial intelligence to:
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