For a full description of these features, please see the Summer '16 Release Notes.

Performing at Scale

We know it's not easy running a business, and as you scale it only becomes harder. One focus of the features in our Summer Release is to make your life easier by simplifying the configuration of recently released features. It is now more effortless than ever to maximize the efficiency of your teams and experience of your customers.

Simplifying the Interaction Architect

Using the Interaction Architect is an instrumental part of your everday operations - vital for the initial setup and for reacting to changing circumstances. As a result, it is crucial for the Interaction Architect to be as easy and clear to use as possible. Part of the focus of the Summer Release has been to ensure that no stone is left unturned in the constant effort to provide a simple Interaction Architect – because we want to reduce effort and make your life as easy as we can.

• Dynamic Personal Queues

• Dynamic Skill Tagger

• Dynamic Voice Message Settings

• SOQL Data Retriever

• Interaction Architect Applet Search

Maximizing Team Efficiency

One of the most important parts of running a business is minimizing the amount of time spent on tasks that need to be done, but don’t directly result in your success. Even better is when we can automate those jobs altogether. With this in mind we have made several developments in the Summer Release that make sure that your teams spend as much time doing what they doing best, and as little on the rest as possible.

Optimizing Inbound Contact Handling

In the Summer Release we’re introducing a couple of new ways to make the way you handle your inbound traffic easier. We’re introducing our integration with Salesforce® Omni-Channel allowing you to have a single pool of agents servicing both Omni-Channel interactions and ContactWorld interactions. We’re also introducing new features to help you hit your SLAs across the day as
demand changes.

• Integration with Salesforce Omni-Channel Presence

• SLA Optimizer

Boosting the Effectiveness of your Outbound Teams

Coming in the Summer Release are a number of enhancements to improve how easy it is to manage your outbound team. A new point and click UI for configuration of your personalized number presentation rules makes it easier than ever to manage, and improvements to our dynamic dialer now make setup and management much simpler on an ongoing basis.

• Personalized Number Presentation

• Optimizing Your Dynamic Dialer

  • Dynamic Agent Assignment
  • Increasing Dial List Limits
  • Creating Dial Lists for Multiple Users

Improving User Experience

The easier it is for your agents to do their job, the better the customer experience. This release we’ve focused on removing barriers to information, streamlining processes and improving the agent interface.

• Lightning Styled ContactPad

• Improved Connect User Experience

• Auto-Answer for WebRTC Users

• Extended Agent Presence

• Call Recording Access for Agents

• Relate a Call to Mutiple Objects

• Log a Call in Salesforce

Intelligent Communications Platform

At the forefront of the service we provide is the revolutionary cloud technology that forms the infrastructure of ContactWorld. Along with ongoing work to maintain our high level of service, we have been working on using more sophisticated tools and improving global capabilities.

• Simple and Secure Salesforce Linking

• New Agent Login

• New User Welcome Emails

• Password Policy Management

• Call Quality Logging

• WebRTC (EMEA)