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Enhancement to paid-for feature
Important updates
Launch of the new web address for VCC — vonage.com
In the Q4 Q3 2024 release, we are delighted to be introducing new regional URLs for all Vonage Contact Center products and services. This update is part of our ongoing efforts to enhance brand consistency and respond to customer feedback regarding the discontinuation of the NewVoiceMedia brand.
We’ve introduced new cc.vonage.com domains, which will eventually replace the old newvoicemedia.com domains for all our regional services. This change aims to reduce confusion and provide consistency.
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These URLs will be available following the Q3 2024 release. Users are advised to update their bookmarks and any stored links to the new URLs as soon as possible. We believe these changes will provide all users with a more seamless and cohesive experience. For any questions or additional support, please contact our support team.
Historical Analytics: License rightsizing for beta customers
During the Historical Analytics beta phase, all customers who joined the early access program could assign unlimited Historical Analytics viewer and creator licenses.
Over the next three months, we will be rolling out the Historical Analytics default license model to all beta customers. This change means that any accounts using more licenses than the default model allows will need to purchase additional licenses or remove any excess Historical Analytics licenses. For more information on the Historical Analytics default license model, see Historical Analytics licenses and access.
CRM Admin updates
We are updating the Salesforce page within the Business Apps section of the VCC portal, starting with renaming it to CRM Admin. Additionally, we are adding the ability to link Microsoft Dynamics, Zendesk, and Google organizations to the VCC.
General Availability Features
Vonage Premier for Service Cloud Voice
Automatic enforced disposition codes 
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We're excited to introduce enforced automatic disposition codes for Vonage Premier for Service Cloud Voice. With this feature, interactions will automatically be assigned a disposition code relating to what happened — the call was not connected or a contact left a voicemail, for example. The feature prevents Vonage Contact Center from assigning the next interaction to an agent until a code for their previous interaction is provided. The disposition code will be seamlessly integrated into the standard Salesforce voice call record.
Visual Engagement
Invite mechanism now supports email 
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Agents will soon have the ability to send video session invitations via email with Visual Engagement, replacing the previous SMS method. Agents will be able to simply enter the recipient’s email address in ContactPad and send an email with a link to join the video session. This new option provides participants with greater flexibility, allowing them to join video sessions easily from a computer or a mobile device.
Conversation Analyzer
Sentiment analysis — now generally available
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In the following image, you can see that the call started well but deteriorated, recovered a little, and deteriorated again in the middle, and then got better at the end.
Summarization — now generally available
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After the Q4 Q3 2024 release, supervisors will be able to generate summaries by clicking the new Conversation summary tab, located next to the existing Conversation transcription tab. Summaries will be generated upon request using the Google Vertex AI engine and include key topics and follow-up actions. This feature will be available in English only.
Please note that due to legal agreements, rather than technical constraints, the current summary feature is not suitable for HIPAA customers. Further, the creation of the summary is processed in the U.S.
Custom object records for subcategories in Salesforce
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The following images show the new data structure and an example report.
Agent Experience
ContactPad: My call history feature
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Please note that when using ContactPad embedded within Salesforce, the Copy ID button will not be available due to Salesforce restrictions. However, the interaction IDs will still be visible for manual copying to ensure functionality is not compromised.
Administration
Two-factor authentication via email — now generally available
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Contact your Vonage Account Manager or Customer Success Manager if you want to enable two-factor authentication via email in your account.
New permission control for skill and group deletion
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This enhancement to our permissions system empowers our customers with greater control over their portal activities, particularly for such critical actions as deleting groups and skills. We believe this update will provide a more secure and customizable user experience.
Insights
Insights Stats API: Interaction outcome insights
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A list of all possible interaction outcomes, provided in order of importance, can be found in the Insights Stats API documentation
Historical Analytics: Interaction summary dataset — now generally available
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To get the list of all available dimensions and measures, see Historical Analytics reference Interaction summary fields.
Team Monitoring and Real-time Analytics: Compact view enhancement
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In Q4 Q3 2024, we are introducing a significant new Team Monitoring and Real-time Analytics feature: the compact view. This enhancement will enable users to display more information and data on the screen, improving efficiency and user experience.
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This update is part of our ongoing commitment to delivering improvements that enhance your experience with Team Monitoring and Real-time Analytics. The introduction of the compact view will address the common concern of reduced data display capacity in the new Team Monitoring platform.
Real-time Analytics: Agent side panel upgrade
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This feature will be present for supervisors or administrators viewing a Real-time Analytics dashboard only when embedded within a Team Monitoring dashboard.
Real-time Analytics: User experience improvements
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The badges showing states and thresholds within Real-time Analytics will be aligned with Team Monitoring to make the same badges easily recognizable across both product areas.
Team Monitoring: Optional agent ID column
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We are excited to introduce a new optional column for the agent ID in Team Monitoring. This column will be hidden by default, but users can show it using the show/hide column feature, as shown in the following image:
Platform
Queued callback now uses ACD ringing timeout for agents
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This update requires no action and has been implemented automatically to enhance your service experience. We encourage you to review any relevant system settings to ensure they meet your operational needs.
Beta/Early Access Program
Our Beta/Early Access Program gives some customers access to VCC enhancements that are still under development. Incorporating customer feedback during the program allows us to continue improving these features, ensuring that every feature fulfills its purpose in various environments. All customers using Beta/Early Access Program features must agree to participate in the feedback process.
If you are interested in gaining access to a feature in the Beta/Early Access Program, please contact your Customer Success Manager or Account Manager. Participation in this pilot program is at the discretion of Product Management and not guaranteed.
Centralized Scheduling — early access
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Users participating in the early access program are encouraged to explore these new features and provide feedback to help shape the future development of Centralized Scheduling. If you are interested in joining the early access program, contact your Vonage Account Manager or Customer Success Manager.
Two-factor authentication via SMS — early access
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Users participating in the early access program are encouraged to explore these new features and provide feedback to help shape the future development of Two-factor authentication via SMS. Contact your Vonage Account Manager or Customer Success Manager if you want to join the beta program.
API for mass downloading interaction content to Amazon S3 — beta
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Users participating in the beta are encouraged to explore these new features and provide feedback to help shape the future development of Mass download of interaction content. Contact your Vonage Account Manager or Customer Success Manager if you want to join the beta program.
Feature Retirement
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For a full list of deprecated features, see Vonage Contact Center feature retirement.
Multi-interaction ContactPad (deprecated)
Today, Vonage has three versions of ContactPad:
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Projected retirement date: November 2024 (exact date confirmed in Q3 2024 release)
Real Time (legacy) (deprecated)
In the Q1 2024 release, we announced the deprecation of the Real Time (legacy) analytics platform. This strategic decision is a significant step in our journey toward offering more advanced, efficient, and user-friendly analytics tools for our customers. Initially, we announced the project retirement date for Q3 2024. The full retirement of Real Time (legacy) is now moved to the Q1 2025 release, approximately six months from now.
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For further information or assistance with the migration, we encourage you to contact your Vonage Account Manager or Customer Success Manager. We're excited about this new chapter in analytics and customer engagement, and we're here to ensure your transition to Team Monitoring and Real-time Analytics is as seamless and beneficial as possible.
Retirement date: Q1, 2025
Unite case routing (deprecated)
We are postponing the retirement of Unite case routing, originally scheduled for the end of Q3, to the end of Q4 2024. This extension provides customers with additional time to transition from Unite to external routing solutions.
Retirement date: Q4, 2024
Visual Engagement: SMS invite mechanism (retired)
Previously, agents could use SMS to send video session invitations to participants. However, this functionality has now been retired and all customers must use email instead. This change was required due to increasing global legislation aimed at reducing spam via SMS. Compliance with these regulations means the SMS functionality could not continue to operate as expected, leading to its retirement.
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