Coming soon in Q4 '24

 Platform-wide feature

 Paid-for feature

 Enhancement to paid-for feature

General Availability Features

Vonage Premier for Service Cloud Voice

Progressive Dialer (Connect) for Service Cloud Voice 

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 Q4 ‘24 we are adding 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 

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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Background noise is a significant issue for contact centers. This can be noise around agents (for example, fans, air conditioning, or — for home workers — pets and children), voices of other people in the background (for example, other agents in a densely packed office), and even background noise around the consumer. Background noise impacts agent and consumer experience by causing frustration and requiring people to repeat themselves. This can result in longer calls and lower satisfaction.

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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An increasing number of enterprise customers are using Virtual Desktop Infrastructure (VDI) to manage the environment contact center agents use daily. Using WebRTC with VDI can present challenges such as increased latency and packet loss, which reduce call audio quality. These challenges occur because audio is not routed directly to the agent but through the remote desktop server instead.

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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Many WebRTC call quality issues relate to local configuration, equipment, and infrastructure. This is common for all IP telephony and conferencing solutions. Such problems are difficult for Vonage to diagnose and correct as they relate to conditions, which are outside of our control and that we don’t provide support for or manage.

In Q4 ‘23, VCC was enhanced to report these local issues to agents in real time. In Q4 ‘24, we are extending this capability to our Service Cloud Voice integration.

Headset controls for WebRTC 

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WebRTC provides the best user experience for agents by bringing all the VCC call controls into ContactPad. Without WebRTC, agents must answer the call on a physical device, for example, and then use ContactPad for all other call controls. The agent has to find and switch to ContactPad to answer, reject, hang up, mute, and unmute calls, even if they are busy elsewhere.

Headset controls for WebRTC was added to VCC in Q1 ‘24. In Q4 ‘24, we are extending this capability to our Service Cloud Voice integration.

Salesforce Open CTI

Support Enhanced Omni-Channel with external routing 

Enhanced Omni-Channel is an updated UI model in Salesforce that allows agents to handle multiple interactions differently. With this release, we will support Enhanced Omni-Channel with external routing for Open CTI.

Support external routing for the newer Messaging In-app/Web channel 

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 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 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 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 see these notes alongside the call recording in Interaction Content.

Administration

Enhanced license management

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We are introducing a significant enhancement to license management in VCC.

The refreshed Licenses tab will offer a comprehensive overview of the licenses held by customers for each license type. It will provide details of available and assigned licenses for each license type.

This enhancement will streamline 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 hidden by default, but users can show it using the show/hide column feature, as shown in the following image:

Once added, an icon that indicates whether the agent is using computer audio or physical phone will be 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 several user experience improvements to Real-time Analytics.

Donut widget changes
Colors used in the donut widget when exploring agents by presence state or interaction state will be aligned with the colors used in the badges to present the states. In addition, small changes were introduced to the donut thickness and borders.

Badge designs
The badges showing states and thresholds within Real-time Analytics will be 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 the possibility to mark Historical Analytics dashboards as favorites. This enhancement will allow 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 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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We are pleased to announce the global availability of Agent Summary data within Historical Analytics. This dataset includes measures that aggregate and report on the agent’s activity at the level of 15-minute slots of time. It is ideal for reporting overall agent performance without focusing on individual events, for which the Agent Events dataset can be used.

With Agent Summary data, users will be able to 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 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 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 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 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 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 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 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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SCV has expanded beyond voice to be the interface for a full omni-channel contact center experience, unifying native and custom channels (phone, web, SMS, and WhatsApp) to deliver seamless customer experiences on one combined Salesforce and Vonage platform.

Easily uncover actionable AI-powered insights across channels to improve productivity and enhance CX, giving agents the data and tools they need to deliver personalized omnichannel service in a single console. A single routing and capacity model increases contact center capacity, leading to more interactions being resolved better and faster.

The initial launch is available in North America only, with other regions available in the near future.

Feature Retirement

Along with the exciting new functionality added to the product with every release, we are also working to retire older parts of the product. The removal of functionality within our product is completed in up to these stages:

Intent to deprecate

This is an optional stage that gives users early warning of our intent to deprecate functionality. It is most commonly used when an alternative is announced, and gives users the ability to migrate ahead of the functionality becoming deprecated. At this stage we encourage customers to stop using the mentioned product functionality, and migrate to an alternative.

Deprecated

This indicates that a piece of functionality is no longer supported. The functionality will continue to work, but no new enhancements or bug fixes will be made (with the exception of security vulnerabilities) and new functionality may not be compatible. We commonly announce the target Retirement date when deprecating. At this stage customers must stop using the mentioned product functionality, and migrate to an alternative.

Retired

After the retirement date the functionality will either cease working entirely, or become completely unsupported.

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.

Retirement date: Q4, 2024

Salesforce package deprecation and retirement

* These packages will be retired after the Q3 2024 release