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Enhancement to paid-for feature
General Availability Features
Vonage Premier for Service Cloud Voice
Progressive Dialer (Connect) for Service Cloud Voice
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Connect (dialer embedded in Salesforce) is a core part of the Vonage Contact Center platform. Our current preview dialing has been enhanced to enable progressive dialing. Progressive dialing automatically progresses to the next number or record based on the previous call’s disposition code. A supervisor creates progressive dialing lists, which are lists of contacts that the supervisor wants their agents to call directly from within Salesforce. From In Q4 ‘24 we are adding added this capability to our Service Cloud Voice integration. The configuration for the dialer for SCV is the same as for the core VCC platform.
Send real-time conversation events
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Sending real-time conversation events allows Vonage to send sentiment signals to Salesforce. Using sentiment information, Salesforce can help guide the agent during a call; for example, by launching the correct Salesforce Next Best Action, in a timely and accurate manner, if the customer is showing signs of churn.
Vonage Enhanced Noise Cancellation for WebRTC
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Vonage Enhanced Noise Cancellation was added to VCC in Q2 ‘24. In Q4 ‘24, we have extended this capability to our Service Cloud Voice integration.
Virtual Desktop Infrastructure support for WebRTC for WebRTC 
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VDI support for WebRTC was added to VCC in Q2 ‘24. In Q4 ‘24 we have extended this capability to our Service Cloud Voice integration.
Agent warning when local issues may affect WebRTC for WebRTC
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In Q4 ‘23, VCC was enhanced to report these local issues to agents in real time. In Q4 ‘24, we are extending extended this capability to our Service Cloud Voice integration.
Headset controls for WebRTC
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Headset controls for WebRTC was added to VCC in Q1 ‘24. In Q4 ‘24, we are extending extended this capability to our Service Cloud Voice integration.
Salesforce Open CTI
Support Enhanced Omni-Channel with external routing
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Enhanced Omni-Channel is an updated UI model in Salesforce that allows agents to handle multiple interactions differently. With this releaseIn Q4 '24, we will released support for Enhanced Omni-Channel with external routing for Open CTI.
Support external routing for the newer Messaging In-app/Web channel
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Messaging for In-App and Web is an updated messaging model in Salesforce. It is a core part of Enhanced Omni-Channel that enables agents to handle multiple interactions. With From this release, we will support newer Messaging In-app and Web channels with external routing for Open CTI.
Conversation Analyzer
Historical Analytics: Sentiment analysis
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Following the release, users will be able can to use Historical Analytics to understand, analyze, and act on the insights created by the sentiment generated throughout the calls. The data available in Salesforce, APIs, and soon in Historical Analytics allows users to create conversational insights. As an example, users can discover which calls, and thus agents, have the most, or least, positive or negative sentiment and what the sentiment is throughout the call. This will enable enables users to identify calls that started well and ended poorly from a sentiment perspective. Sentiment analysis in Historical Analytics will be available only in English.
Agent Experience
Add notes during an interaction in ContactPad
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Agents can now add notes directly in ContactPad during an interaction. They can capture notes alongside the existing disposition codes. Supervisors will be able to can see these notes alongside the call recording in Interaction Content.
Administration
Enhanced license management
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We are introducing have introduced a significant enhancement to license management in VCC.
The refreshed Licenses tab will offer offers a comprehensive overview of the licenses held by customers for each license type. It will provide provides details of available and assigned licenses for each license type.
This enhancement will streamline streamlines license management, making it easier for administrators to manage and analyze licenses.
Insights
Team Monitoring: Optional phone number columns
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We are excited to introduce a new optional Phone column for the agent phone in Team Monitoring. This column will be is hidden by default, but users can show it using the show/hide column feature, as shown in the following image:
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Once added, an icon that indicates whether the agent is using computer audio or physical phone will be is displayed, followed by the agent’s phone number.
Real-time Analytics: Control access to Agent state summary in Real-time Analytics
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We are happy to announce an enhancement to agents' timelines in Real-time Analytics. From now on, users can control other users' access to Agent state summary timelines. It is a dashboard-based permission that only the dashboard's owner can manage. This permission is turned on by default, allowing the dashboard's users to access other agent's timelines. When turned off, a user can display only their own Agent state summary timelines.
Real-time Analytics: UX improvements
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Within the Q4 2024 release, we’re introducing we introduced several user experience improvements to Real-time Analytics.
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Badge designs
The badges showing states and thresholds within Real-time Analytics will be are aligned with their shape with Team Monitoring to introduce consistency across product areas.
Real-time Analytics: Virtual Assistant reporting
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Accounts integrated with VonageAI Studio Virtual Assistant and using the new Virtual Assistant applet in their interaction plans can now view real-time indications of interactions handled by the VonageAI virtual self-service bot. This information is displayed on the Inspect interaction timeline. Additionally, new Virtual Agent metrics are available in Real-Time Analytics dashboards for enhanced visibility.
Historical Analytics: Mark as favorite
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We are introducing have introduced the possibility to mark Historical Analytics dashboards as favorites. This enhancement will allow allows users to tag their most frequently accessed dashboards, which, once marked as favorites, will be displayed at the top of the table or in the top rows within the tiles view.
The favorites section will present presents these dashboards, in alphabetical order, followed by the remaining dashboards, also listed alphabetically. VCC users should already be familiar with this action, as we offer favorite functionality in Team Monitoring and Real-time Analytics already.
Historical Analytics: Agent summary dataset — now generally available
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With Agent Summary data, users will be able to can report on agents’ states (busy vs. idle), their presence and interaction activity, and a summary of their interactions. Users will find metrics such as the numbers of offered, accepted, and not accepted interactions together with percentage rates and time spent in alerting, unexpected, or wrap states. Users will be able to can easily report on the total time agents spent in ready, away, and extended away, on agent’s utilization, and the time they were busy vs. idle.
Interaction Architect
Selectable data types in Data Router applet
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We are upgrading have upgraded the Data Router applet with a new drop-down that enables an Interaction Architect admin to select the data type of each data source used in the applet. As standard, all data sources are stored as Strings — that is, plain text — however, some operators in the applet work with other data types. Data sources will be are converted to the selected data type ready for comparison, and the applet can then route the interaction accordingly based on the outcome.
Note that if any data sources can’t be converted, the interaction will go goes down the failure route.
APIs
Interaction Plan Management API
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Interaction Plan Management allows for the administration of destinations, mappings, and interaction plans in your contact center. Creating and updating mappings and interaction plans has always been a manual step so we are releasing an API that will allow allows the full range of actions for the different channels including create, update, search, delete, and clone (interaction plans only).
Media Channels API
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The new Media Channels API will enable enables the admin functions of different media channels — phone, API, and so on — to be controlled using the API. For the first release of this API, we are creating created the search and update actions for current channel destinations, allowing admins to list all and search for specific channel destinations and then update the details such as data sources. We will be adding additional features over the coming quarters.
Webhook subscriptions
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As part of our latest release, Vonage Contact Center (VCC) Webhooks are now generally available, offering seamless real-time integration with the VCC platform. With VCC Webhooks, developers can subscribe to specific events, enabling dynamic interactions and providing actionable insights as they occur.
Supported events
- Agent presence change: An agent's presence status changes.
- Incoming interaction: A new incoming interaction starts but hasn’t yet connected (alerting phase).
- Channel disconnection: An established channel is disconnected.
- Channel connection: A new channel successfully connects.
- Connection failure: A channel fails to connect.
- Channel ended: An active channel is terminated or closed.
- Post-interaction wrap: Triggered at the start of the after-interaction work phase.
- Channel on hold: A channel is placed on hold.
- Channel retrieved: A held channel is retrieved from hold.
- Parking and unparking of non-live interactions: Events trigger when a non-live interaction is paused (parked) or resumed (unparked).
- Interrupting and resuming non-live interactions: When non-live interactions are interrupted or resumed due to higher-priority work.
With each event, VCC Webhooks dispatch an HTTP POST request to the configured URL, delivering detailed event data to enhance your workflow. This allows businesses to monitor key operational changes in real-time, facilitating automation and immediate responses.
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.
Bring Your Own Channel for CCaaS (NAM)
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The initial launch is available in North America only, with other regions available in the near future.
Feature Retirement
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For a full list of deprecated features, see Vonage Contact Center feature retirement.
Dialled Number Router applet (deprecated)
The Dialled Number Router applet will be deprecated in this release, any customers using this applet will be contacted regarding migration to newer applets.
Projected retirement date: TBC
Retirement of VCC Native Webchat (retired)
Native Webchat has now been retired following its beta period. It has been retired as our new Intelligent Workspace can also provide webchat functionality.
Retirement date: Q4 2024
Unite case routing (retired)
Following the delay to retirement in Q3 2024, we will now continue the retirement of Unite case routing. All customers using Unite should finalize their migration to external routing by the end of Q4, to ensure there is no loss of service.
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