Recently released in 2025.1

 Platform-wide feature

 Paid-for feature

 Enhancement to paid-for feature

Important updates

Shim Calling applet renamed to 'Route to Interaction Plan'

We renamed the Shim applet to the Route to Interaction Plan applet. All functionality remains the same.

General Availability Features

Screen Recording

Pause and resume recordings

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

Admins can now configure screen recording to pause the recording of screens when the audio recording is paused, and resume screen recording when the audio recording is resumed.

Intelligent Workspace

We’re excited to announce the continued launch of our new agent experience — Intelligent Workspace. Intelligent Workspace simplifies business and elevates customer and employee engagement with an AI-powered omnichannel agent workspace that makes personalized, effective connections accessible to organizations and their customers in the channel of their choice.

Following an initial pilot period, the Intelligent Workspace is available in our NAM and EMEA regions with the following features currently available:

Voice support: WebRTC or PSTN inbound and outbound call functionality, with features such as consult, transfer, hold, pause and resume recordings, and click-to-dial.

Voicemail drop: Agents can record messages and play them to a contact’s voicemail during an outbound call, allowing the agent to move on from the call and continue their work — this saves time and, therefore, increases the agent's productivity.

Digital channels: Inbound support for interactions over webchat, SMS (Beta), WhatsApp (Beta), and email (Beta).

Agent hints: When an interaction is delivered, a short guide, script, or any custom HTML can be shown to the agent. This hint can be reviewed or hidden whilst handling the interaction. The hint component is specific to each interaction and can be customized with HTML elements to personalize the hint as your business requires.

Content storage. Call recordings, digital transcripts, notes, and disposition codes are all saved as interaction content, accessible within the Interaction Content search page and API, and stored in line with your existing retention period.

Mixed-mode agent experiences: Seamless support for any combination of agent setups — for example, Service Cloud Voice, ContactPad, and Intelligent Workspace — all in one account.

Shared admin: The ability to utilize existing admin and reporting configuration means less admin configuration and setup, as features can be used across agent setups. For example, one interaction plan can be used to deliver to agents using a mixture of ContactPad and Intelligent Workspace.

Customer 360 features

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

CRM integrations

Intelligent Workspace supports 13 CRM integrations: Bullhorn, Clio, ConnectWise, Google, Hubspot, JobDiva, MS Dynamics, NetSuite, Office365, Salesforce, Sugar, Zendesk, and Zoho. Selected CRMs — Google, Hubspot, MS Dynamics, Salesforce, Zendesk, and Zoho — can be integrated with our data connector.

For each CRM integration, agents can read, create, and update CRM records, click to dial, view CRM records, define custom layouts for agents, synchronize CRM data with Intelligent Workspace, and automatically log interactions as CRM activities. Agents can also work in the CRM interface in a separate tab as required.

These capabilities allow agents to provide a personalized experience to their customers, leveraging the suite of personalization features described below.

Personalization

The Customer 360 section of the Insights panel in Intelligent Workspace shows context-based information relating to an agent’s current interaction with the customer.

• Automatic identification of customers. Intelligent Workspace automatically identifies the customer when the agent receives an inbound interaction from any supported channel. 
• Automatic record pop. Based on the interaction plan and data connector integration, Intelligent Workspace can pop specific CRM records automatically. For IVR use cases, if a customer provides a CRM object (for example, Case ID) through the IVR, the panel displays the Case details alongside customer information. 
• Customer profile. The system delivers a detailed customer profile for inbound interactions, including CRM details like name, email, and location.
• Customer engagement history (CEH). CEH provides recent customer interactions and key details (for example, agent notes, disposition codes, and sentiment), helping agents engage in data-driven dialogue.
• Auto-logging interactions. Customer interactions are logged automatically in the CRM as tasks or activities, including details like title, disposition code, and agent notes.

Agent Assist

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

These agent productivity features leverage AI to improve and enhance the agent's efficiency, and productivity, and reduce the average handle time. This requires an additional license. The following features are currently available in NAM and EMEA:

• Real-time transcription — converts words spoken during a voice customer interaction to text in real-time.
• Real-time sentiment (voice) — analyzes the sentiment of the customer during the call to indicate whether it is positive, negative, or neutral.
• Real-time summarization (voice) — generates a summary of a customer voice interaction quickly after a call.

In future releases, all new Intelligent Workspace features will be detailed within the release notes alongside our other existing product lines. For more information about the Intelligent Workspace, please contact your Account Manager or Customer Success Manager.

Message-type interaction plan 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

Alongside the introduction of Intelligent Workspace, we announced a new type of interaction plan called ‘Message’, which provides admins with access to all the applets that will interact with digital channels. The following applets are currently available:

• ACD
• Announcer
• Data Connector
• Data Router
• Menu (SMS only)
• Schedule Router
• Set Data Source
• Skill Tagger 

Default plans are designed for other types of media, such as phone, Salesforce external routing or API.

Channels UI and lifecycle profiles for email 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We announced a new admin page that serves as a central hub for all media channels and their addresses. Over time, this page will replace the destinations currently found in Interaction Plan Management (IPM).

The first channel available for configuration on this new page is email, which agents can handle through the new Intelligent Workspace. The Channels UI allows customers to authenticate a new Google or Microsoft email account. Admins can also set up the inbound settings for this email address — just like the options available in IPM — by adding an optional email signature and creating a lifecycle profile. 

Admins can create lifecycle profiles for an individual email address or for a media channel type.

These profiles allow admins to control certain aspects of the lifecycle of an interaction that is received on this address:

• Liveness — indicates whether this interaction is classed as live, semi-live or non-live, determining whether interactions can be interrupted or interrupt other interactions
• Parked interactions 
• Unpark to — indicates the interaction plan that an auto-unparked interaction is sent to and whether to deliver to the same agent or a new one. An interaction can be auto-unparked if the end customer sends a new message within the same session.
• Agent time-outs 
• Park after — how long the system will wait until an interaction is automatically parked without a customer message.
• End after — how long the system will wait until an interaction is automatically ended without a customer message.

Administration

Centralized Scheduling — general availability 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We introduced an enhanced experience for managing contact center schedules with Centralized Scheduling, available now for all accounts.

Currently, opening times are controlled within the Router-Time based applet within Interaction Plan Architect. In the event of a schedule change, such as new opening times, all time-based router applets must be updated manually across all interaction plans. This is time-consuming and error-prone. 

To address this, we rolled out a more user-friendly approach for admins to control their contact center schedules. The feature consists of two main parts: a centralized admin page for creating schedules and a new applet within Interaction Architect.

New centralized admin page
Within the admin page, admins can create and manage schedules. Within these schedules, admins can set time zones and define timings for each day, including multiple timings per day. Additionally, they can assign default and corresponding service statuses for those times. Service statuses, such as Closed, Open, Lunch, and Special day, translate to routes within the interaction plan, allowing different timings to have specific announcements, for example. Admins can also create special days in a schedule. Special days, which do not conform to regular opening days, have all the same features as standard days, including multiple timings per day. Special days can also be repeatable.

New applet
The new applet within Interaction Plan Architect enables admins to configure the routing of the different service statuses to individual applets, allowing unique customer experiences based on time.

Admin portal UI changes 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We announced the first wave of improvements to our admin portal as part of our ongoing commitment to enhancing the user experience. This release marks the beginning of a long-term project aimed at unifying the design and functionality across the portal, ensuring a more seamless and intuitive experience for all users.

Here’s what’s new in this release:

• Refreshed main menu — the left menu has been enhanced for both design and functionality. When hovered over, it temporarily overlays the page content, providing quick access without disrupting your workflow. Once clicked, the menu locks into place (‘docks’), smoothly shifting the page content to the right for a clear and focused layout.
• Aligned page backgrounds — experience a cohesive look and feel across the portal, with consistent background styling.
• Unified page titles — all page titles are now consolidated within the top bar of the portal, providing a streamlined and modern appearance.

These updates are just the beginning. As we continue this journey, expect regular enhancements that will further refine and elevate your experience within the admin portal.

As a next step, we will focus on aligning the main layouts used across all pages to ensure consistency and improve usability throughout the portal.

Bulk download for interaction content 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We announced the new features available for bulk downloading interaction content.

Admins can now download various interaction content to an AWS S3 bucket or Azure Blob Storage. The content includes call recordings, voicemails, screen recordings, transcripts, and more.

Downloads can be set up to occur on a recurring basis, allowing Vonage to automatically copy content and metadata into the configured storage location. Additionally, users have the option to trigger one-time mass downloads of interaction content between specified dates.

Please note that all interaction content downloaded off the platform is no longer the responsibility of Vonage. Only administrators are granted permission to create and manage bulk downloads of interaction content, and this functionality can be accessed within the data retention page.

Insights

Team Monitoring: Abandon interactions 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

In the Team Monitoring section, when a supervisor attempts to change an agent's presence while the agent is actively assigned to an interaction, the selected presence status is marked as ‘intended’. This status will take effect only after the agent concludes all active interactions. Consequently, supervisors cannot force an agent to log out or change their presence if they have any interactions, for example, if they are stuck in an unexpected interaction state after declining an interaction.

To enhance supervisory control over agents’ presence, we introduced a feature that allows supervisors to abandon an interaction on behalf of an agent, providing a more effective management solution.

Team Monitoring: Voice monitoring in Ready for outbound state 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We introduced a significant enhancement to our voice monitoring functionality, allowing supervisors to monitor agent interactions seamlessly across all outbound presence configurations. 

Previously, while set to ‘Ready (offline)’, supervisors could monitor interactions and remain ineligible for inbound interactions. However, accounts set to ‘Ready for Outbound’ did not have the same ability. This update eliminates that limitation, enabling continuous monitoring without the risk of being routed to any inbound interactions.

As a result, supervisors can now focus on providing real-time support and guidance without interruption, further improving the monitoring experience and enhancing overall team management.

Interaction Architect

Last in, first out (LIFO) routing 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We introduced a new behavior type with the ACD applet called ‘Last in, first out’ (LIFO). This behavior enables the queue to prioritize more recent interactions over older interactions, unlike the current queuing behavior — First in, first out (FIFO) — which favors older interactions.

The new LIFO interactions are prioritized over FIFO interactions while continuing to respect skills and groups. Due to the nature of these interactions, SLA, predicted waiting times, and queue positions are not supported.

Increased queue timeout 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We increased the amount of time for a queue timeout up to 30 days, defined in seconds. Previously the timeout was 9999 seconds (166 minutes). This increase provides improved usability for different types of interactions such as callbacks, emails, SMS, or external routing interactions. Such interactions can remain in the queue for longer periods of time without breaking out or needing to remain in the queue permanently.

Security

Two-factor authentication (WhatsApp and SMS) 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We announced that two-factor authentication (2FA) using WhatsApp and SMS are generally available in our upcoming release. This marks a significant milestone in our ongoing commitment to fortifying the security of Vonage products.

With this feature, once 2FA is enabled on your account, administrators can enforce mandatory 2FA for selected users. Upon activation, users will receive a one-time code sent directly to their selected 2FA methods (WhatsApp, email, or SMS) during login. This code will be essential to complete the authentication process, providing an added layer of security.

reCAPTCHA login flow enhancement 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We announced an enhancement to the VCC login flow introduced in the Q3 release.
With the integration of Google’s reCAPTCHA into the VCC login flow, we enhanced the security and reliability of the VCC platform.

With the implementation of reCAPTCHA, users are prompted to complete a brief challenge to verify human users. This ensures that VCC systems are secure and protected against automated activities.

Enhanced security page 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We introduced a significant enhancement to the security page with VCC. This enhancement allows administrators to manage two-factor authentication (2FA) settings within this page.

Administrators can modify the 2FA settings for VCC account and also set 2FA for licenses based on requirements. It also allows administrators to view and modify user access.

The configuration screen provides information about each user with respective 2FA access details including the access method (email, WhatsApp, or SMS).

Beta/Early Access Program

Our Beta/Early Access Program gives some customers access to VCC enhancements that are still under development. Incorporating feedback from customers during the program allows us to continue improving these features, which ensures that every feature fulfills its purpose in a range of different environments. All customers using features in the Beta/Early Access Program 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.

Historical Analytics: Queue events dataset — BETA 

VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium	Service Cloud Voice	Intelligent Workspace

We announced the beta release of the new Queue events dataset within Historical Analytics. This dataset includes measures that aggregate and report on the single queue activity. It's ideal for reporting overall queue performance, helping to pinpoint queues that are overburdened or underutilized.

With Queue event data, users can report on average speed of answer (ASA), abandonment rate, and service-level compliance across queues, helping to ensure adherence to customer expectations. Users can now easily report on the average handle time for each queue, which helps identify areas where processes can be streamlined or where additional agent training might be needed to reduce time spent without compromising service quality.

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.

Real Time (legacy) (retired)

In the 2024 Q1 release, we announced the deprecation of the Real Time (legacy) product. 

Following the 2025.1 release, users accessing Real Time (legacy) see a banner notifying them of its upcoming retirement. Supervisors and administrators should navigate to Team Monitoring or Real-time Analytics to track interactions and oversee agent states, queues, and SLAs.

On March 28, 2025, the Real Time (Legacy) page was removed entirely.

Retirement date: March 28, 2025

Secure File Transfer Protocol (SFTP) for call recordings (retired)

With the launch of Bulk download for interaction content, we retired all support for SFTP access to call recordings. This functionality was retired on April 2, 2025.

Retirement date: April 2, 2025

Salesforce package deprecation and retirement

* These packages will be retired after the Q3 2024 release