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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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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.
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| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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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.
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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.
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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.
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| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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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.
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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.
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| VCC Priority | VCC Express | VCC bundled w/VBC Express | VCC Essentials | VCC bundled w/VBC Elevate | VCC Select | VCC Premium | Service Cloud Voice |
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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
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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).
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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.
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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.
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