2025.2 release

 Platform-wide feature

 Paid-for feature

 Enhancement to paid-for feature

Important Updates

Update to IP ranges for Allow Listing

To support the expansion of the Vonage Contact Center (VCC) platform and improve service resilience, we are introducing new IP addresses used for outbound traffic—specifically when VCC communicates with external systems such as CRMs or customer-managed APIs.

If your systems rely on IP allow listing, you will need to update your configurations to ensure uninterrupted service.

What you need to do:

• Review your integrations with VCC.

• Add the new IP addresses to the allow list for any external systems (e.g., CRM platforms, APIs) that are integrated with VCC.

• Ensure updates are made before 1 August 2025, when the new IPs go live.

The new IP addresses have been published in the Inbound VCC traffic section in Firewall configuration.

General Availability Features

Intelligent Workspace

Intelligent Workspace is GA in APAC

We are pleased to announce that the Intelligent Workspace can now be used by our customers in the Asia Pacific region, following the successful rollout across the rest of the world. Customers can expect to have the same great Agent Experience, with the benefits of CRM data, digital channels, and Agent Assist all in one place.

Inbound SMS & WhatsApp in Intelligent Workspace are GA 

Following a successful beta period, we are pleased to announce that SMS and WhatsApp are now Generally Available and can be used without restriction across all regions. If you wish to make use of these channels in the Intelligent Workspace, please reach out to your Account Manager for more information.

Digital Interaction Transfer 

Within the Intelligent Workspace, agents working on digital interactions are now able to transfer the interaction to another agent or Interaction Plan. With a consistent experience across all channels, it’s possible to quickly find the agent you’re looking for and see their presence at the same time. This ensures that the receiving agent is able to accept the transfer and that the customer isn’t waiting any longer than necessary.

Open

Revamp Conversation Log in Intelligent Workspace 

The Conversation Log is a key area within the Intelligent Workspace, allowing the agent to see all the interactions they are working on. As a critical component, it’s vital that agents can see all the relevant information on an interaction, in a clear and user-friendly way. That is why we have updated the cards within the Conversation Log to provide the agent with all the key information they need, in a simpler and consistent way.

Open

Agents can take payments in the Intelligent Workspace 

We’ve extended our existing integration with PCI Pal, and we’re pleased to announce the ability to take secure payments within the Intelligent Workspace. Payments can be taken over voice or digital interactions and are PCI-DSS compliant. The payment window is embedded into the Intelligent Workspace, allowing agents to quickly take payments within the context of the person they’re talking to and without the need to navigate to another screen. This saves the agent time and ensures they can provide the best payment experience to the customer.

Open

Agents can make an outbound call while working on a digital interaction 

It’s common that while an agent is working on a digital interaction, they might also need to speak with the customer via a phone call. When working on these omnichannel interactions, it’s important that the agent maintains a clear view on who they are speaking with. Supervisors will also want to be able to report on these types of interactions. With this latest feature in the Intelligent Workspace, when a call is made via a click-to-dial on an existing digital interaction, the card within the Conversation Log is updated to show the two different channels under the same recipient. From a reporting perspective, these two interactions are linked together, ensuring everyone has visibility.

Open

Agent parking is available for SMS and Webchat 

We have upgraded the SMS and webchat channel types to allow for agent manual and automatic parking in the agent workspace. Agents can now park these channels manually when they do not expect a reply and want to handle other tasks. Additionally, automatic timeouts can be configured in the lifecycle section of the Channels UI within the admin portal.

Visual agent timer for automatic parking 

We are updating the Intelligent Workspace UI to include a timer that will show the agent how long until an interaction is parked automatically; a second timer will be displayed within the parked interactions section showing when the interaction will end after being parked. These timers can be configured within the lifecycle management section of the channels admin pages.

Customer 360 features

Auto logging activities for all channels 

Continuing our efforts to offer personalization through CRM integrations, auto logging capabilities are now available for all channels, including email. When an agent is done with an interaction with the customer through any supported channel in Intelligent Workspace, a task is created in the chosen CRM automatically through VGIS. The supported channels include voice, chat, WhatsApp, and email.

Agent Assist

The following enhancements further the functionality of Agent Assist adding an AI-powered co-pilot, supporting agents with intelligent automation, proactive insights, and faster workflows.
Three powerful features support agents across both voice and digital channels and are currently available:

• Real-time sentiment (digital) — Analyze the sentiment of the customer during the call to indicate whether it is positive, negative, or neutral.

• Automated Disposition Codes — AI-powered tagging surfaces during wrap-up, reducing agent handling time and improving categorization accuracy (available for both voice and digital when admins provide code descriptions).

• Real-time summarization (digital) — Generate a summary of a customer voice interaction quickly after a call.

Automated Disposition Codes (Voice + Digital) 

Agent Assist now automatically suggests disposition codes during the wrap-up phase at the end of each interaction — both voice and digital — based on the conversation’s context and content. Agents can accept or override suggestions, and admins can highly improve AI support by adding descriptions to each disposition code in the Interaction Logging page. Adding descriptions makes AI suggestions more accurate and helpful. This reduces AHT and improves data accuracy across channels, boosts consistency in reporting, and enables faster post-call workflows.

Disposition codes in Intelligent Workspace interface

Open

Selected Disposition Code visible in the Call Record Player

Open

Real-time Sentiment Analysis (Digital) 

Agent Assist now provides real-time sentiment analysis for digital interactions. Sentiment cues appear directly in the agent interface, allowing agents to assess emotional tone and adapt their communication strategies mid-conversation.This mirrors the experience already available in voice.

Real-Time Sentiment (red alert indicating negative or very negative for interactions not in focus)

Open

Real-time sentiment visual cues for interactions in focus

Open

Automated Summarization (Digital) 

Following its voice launch in Q1 25, automated summarization is now extended to digital channels (chat, email, SMS, WhatsApp). Agent Assist generates a concise, contextual summary of each interaction, which agents can review and edit. This reduces AHT and after-contact work, and enhances handover clarity across teams.

Automated summarization for Webchat and Real-Time Sentiment (red alert indicating negative or very negative for not in focus chat interactions)

Open

OpenCTI

Use the updated make call screen in ContactPad Refresh 

For customers using ContactPad Refresh, we have enhanced the screen that allows an agent to make an outbound call. This new screen allows an agent to search for another agent to call by searching for their name or agent ID. This is an improvement from the previous version, which required agents to waste time manually scrolling through a list of names.

Open

Fix CPR Usability issues for SICP users 

We are continuing to simplify the number of versions of ContactPad we offer. We’ve made several improvements to the ContactPad refresh, to address the feedback we received on the differences between this version and Single Interaction ContactPad. In light of this, all issues have now been resolved and customers are encouraged to begin their migration over to the ContactPad refresh.

Service Cloud Voice

Omni-Channel Enhanced Agent Experience

Salesforce updated design UI for agents shows information in a more useful way and easily integrates various work modes. Instead of the old console tabs, Omni-Channel features an inbox-style view for work. The voice call object is now available in the list of work items.

Open

Bring Your Own Channel for CCaaS