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

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 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 

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

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 

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

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.

Revamp Conversation Log in Intelligent Workspace 

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

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.

Agents can take payments in the Intelligent Workspace 

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’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.

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

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

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.

Agent parking is available for SMS and Webchat 

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 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 

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 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 

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

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) 

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

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

Selected Disposition Code visible in the Call Record Player

Real-time Sentiment Analysis (Digital) 

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

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)

Real-time sentiment visual cues for interactions in focus

Automated Summarization (Digital) 

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

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)

OpenCTI

Use the updated make call screen in ContactPad Refresh 

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

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.

Fix CPR Usability issues for SICP users 

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 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.

Bring Your Own Channel for CCaaS 

Service Cloud Voice has expanded beyond Voice to be the interface for a full omnichannel contact center experience unifying multiple channels (phone, web, SMS, 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.

Salesforce

Connect: Continuous Mode 

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

The Connect Continuous Mode allows dial lists to discover a small number of recently created or updated records which compliments the existing dial list refresh mechanism. This means businesses can react quicker to a dynamically changing data source for dial list candidates.

Administration

Disposition Code Admin page update 

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’ve made significant improvements to the Interaction Logging page, which is used to control the disposition codes that are available for agents in ContactPad and the Intelligent Workspace. This new layout provides the same functionality but in a simpler and more modern format, giving options to search and sort the disposition codes on the account and clearly see which ones are active or not. Additionally, a further enhancement allows an optional short description of the disposition code to be added. This is useful to ensure anyone who looks at this administration page knows the intention behind each disposition code.

Agent Availability API V2 

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

The Agent Availability API provides the number of agents in various states. However, this response doesn’t deliver all the detailed information necessary for customers to obtain an accurate count of available agents.

We’ve updated the API to provide a more accurate count of agents actually available for specific interactions. This includes adding filters for interaction liveness, skills, groups, and queues to narrow down the specific agents required.

The response includes a new section that details an “Availability Summary,” which lists the agents who are “available” to take the filtered interaction and those unable to take the interaction due to being in an “Incompatible Presence” or having “Insufficient Capacity.”

Below is an example of the updated response from the updated API:

{
   "PresenceSummary": {
       "Ready": 3,
       "Away": 0,
       "ExtendedAway": 0,
       "LoggedOut": 10
   },
   "AvailabilitySummary": {
       "Available": 3,
       "IncompatiblePresence": 10,
       "InsufficientCapacity": 0
   }
}

Channels API 

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

With the introduction of the “Channels” pages within the admin portal, admins have been able to configure the different channels assigned to the account to fit their needs; however, this is entirely contained in the UI.

We have created an API that can get, update, replace, or delete the settings for these channels remotely.

Example response:

[
	{
		"address": {
			"id": "API Endpoint",
			"mediaChannel": "Api",
			"name": "API Endpoint",
			"serviceNameReporting": "InteractionPlanReportingGroup"
		}
	},
	{
		"address": {
			"id": "+441234567890",
			"mediaChannel": "PSTN",
			"name": "FiFO",
			"serviceNameReporting": "InteractionPlanReportingGroup"
		}
	}
]

Admin portal UI changes (page layouts)

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

As part of our ongoing effort to enhance our admin portal, we’re excited to roll out the next phase of our redesign journey. This release focuses on unifying the core layouts across the portal to deliver a consistent and predictable experience.

With these updates, you’ll notice:

• Standardized page structures that align visually and functionally across different sections
• A more cohesive user interface, reducing friction and eliminating the need to reorient when switching between pages
• Improved usability, enabling faster onboarding and easier navigation for both new and experienced users

This is another step toward a more intuitive, unified experience, making everyday tasks simpler and faster. We’ll continue refining the portal in future releases — your feedback plays a vital role in guiding what comes next.

Vonage Voice Clarity

WebRTC: Forward agent-facing warnings to stats 

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 recent releases we have added many warnings to tell agents when they are having local computer and performance issues that could be affecting the stability and quality of their WebRTC calls. Unfortunately, agents are not always responsible for fixing these issues and the transient (pop-up) nature of the warnings mean that they are often missed.

In the 2025.2 release we are pleased to announce that we are now logging these warnings to historical and real-time analytics. This allows supervisors and administrators to see when agents are having these issues and will help VCC customers to identify and solve these local issues. For example, you will be able to spot patterns where the problems occur for agents in a specific location, or with particular equipment and software, or at particular times.

Insights

Real-time Analytics: Supervisor read-only access via URL 

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 are introducing an account-level configuration limiting supervisors’ Real-time Analytics access to read-only access via direct URL. This option offers a similar experience as current agent read-only access via URLS to Real-time Analytics.

The functionality can be enabled in the Feature permissions section in the Configuration page. 

Once enabled, all supervisors within an account will get read-only access to Real-time Analytics dashboards shared by URL.

Team Monitoring: Release 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

We are extending Team Monitoring with capabilities to release and abandon agent’s participation in an interaction at any state once it’s assigned to the agent. Frequently, the supervisor needs to intervene and manage presence or involvement in an interaction on behalf of an agent. In case an agent didn’t log themself out at the end of the shift, is stuck in an unexpected state, or it takes too long to wrap an interaction, the supervisor can perform needed actions in Team Monitoring. If an agent doesn’t handle any interaction at the moment, the supervisor can simply change the agent's presence. However, if an agent has an interaction(s) assigned to them, a changed presence becomes an intended presence, until all interactions are released from an agent.

Supervisors can now see two options within an interaction: 

• Release agent from interaction
• Abandon (in case of failure only)

To assure proper interaction closure, avoid disordering next steps within an interaction, and provide expected reporting, supervisors should always try to release first. The abandon action should be used only in emergency situations, as a backup in the event of system failure.

When releasing an agent from interaction in Wrap or Unexpected state, supervisors will be able to take this action without a need to disposition the interactions (in case of enabled enforced disposition).

Historical Analytics: Manage scheduled delivery 

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’re introducing account-level visibility and management of all scheduled Historical Analytics dashboard deliveries — giving users greater control and oversight.

Users with access to Historical Analytics can now view a centralized list of all scheduled deliveries, including key details like schedule name, associated dashboard, owner, recurrence, or recipients list.

In addition, users with a Creator license can manage ownership of schedules and reassign them to other users when needed.

This update streamlines the management of scheduled deliveries, making it faster and easier to maintain relevance, eliminate duplicates, and ensure your team receives the right insights at the right time.

Interaction Architect

Data Router can compare data sources 

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 have updated the Data Router Applet, which now allows admins and supervisors with the necessary permissions to compare two data sources according to the applet's rules. This can be accomplished by using the $ IntelliSense functionality within Interaction Architect. Additionally, we’ve removed the drop-down field for IVR slots, but IVR slots can still be selected from the IntelliSense options.

Web service HTTP code 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 have updated the WebService data connector, adding a failure route option and adding recognition for HTTP codes that are returned as part of an API response. Currently, configuring a resilient flow against API failures requires using at least one Data Router applet after the Data connector.

The table below provides details of how different HTTP codes will be routed:

This change makes routing API requests much simpler to configure, without the need for a separate set of applets to route on any outcomes of API requests.

Try last handled Agent 

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’ve updated the UCD with a new recent history feature, which allows the call center to prioritise an agent familiar with a customer's case. For example, if a customer contacts a brand for the first time and describes their case, then calls back later, they will have a better experience if they are assisted by the agent who previously handled their case. This new feature effectively addresses this problem.

Previously, resolving this issue involved calling the CRM, which made the Call Plan more complicated and required different handling for each CRM. However, this feature will simplify this process by allowing configuration directly in the IVR without a CRM. Additionally, the feature will consider the last handling agent on outbound calls, transfers, and integration with external systems like UC/VBC (also in development).

We’ve created a new option within the UCD called “Prefer previous handling agent,” which will allow customers to provide a basic implementation. The waiting room will set the previous handling agent ID, if the agent isn't available because they’re logged out or are on another interaction. Then the waiting room will look for the next available agent based on the normal rules without waiting for that agent’s ID.

We will also create an interaction plan data source for this “previous handling agent ID” that can be used within the skill tagger to allow admins to set logged in and logged out timeouts within Personal queues section of the skill tagger — in this scenario, the UCD will wait around for this agent based on the Personal Queue settings. This will allow admins to configure more complex flows based on their requirements. If this interaction property is empty — i.e., there is no previous handling agent — the PQ will be ignored.

Rename 'IVR Collect Digit String' applet to 'Collect input' 

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 renamed the “IVR Collect Digit String” Applet to “Collect input.” This change does not affect functionality within the applet.

Additional applets available in ‘Message’ type interaction plans 

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 have added a series of applets that are now digital ready and can been used within the ‘Message’ interaction plan type:

• Collect input (IVR Collect Digit string)
• Menu (now available for all digital channels)
• Queue - Set Priority
• Route to the interaction plan
• Set SLA

Menu applet UI update for ‘Message’ plans 

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 have updated the Menu applet in the ‘Message’ based plans with a new user interface focused on digital interactions. These updates have occurred in several key areas:

• Removed the ability to upload announcement files and choose a TTS (Text-to-Speech) voice and text.
• Updated the option selection user interface (UI) to include labels for the options and the next applet, making the UI less cluttered.
• Simplified the resend options to a checkbox that confirms whether we want to resend the menu, and increased the timeout to 30 days.

In addition to improvements in the user interface, we have upgraded the applet's runtime elements. This allows the applet to determine how to present the menu in customer-facing channels. For example, it can display buttons for different options in Webchat and WhatsApp, while providing option numbers for SMS.

Webchat menu

SMS menu

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.

VCC-SCIM integration 

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

We are happy to announce that the VCC SCIM (System for Cross-domain Identity Management) is now available in Beta! This feature enables seamless, automated user provisioning and deprovisioning directly from your identity provider, such as Microsoft Entra ID (Azure AD). With SCIM, admins can automatically sync users, reduce manual administration tasks, and improve access control.

SCIM Beta is available in all regions.

Vonage AI accent conversion (free during Beta)

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

Vonage is excited to announce the Beta of Vonage AI accent conversion. Accent conversion uses AI developed models to adjust an agent’s accent to something more neutral which reduces misunderstandings and the need for people to repeat themselves. Reducing misunderstandings results in less frustration for customers and improved CSAT. Agents using accent conversion can reduce their Average Hold Time (AHT) by between 10% and 15%; the equivalent of two to three working days each month. At launch, Vonage AI accent conversion will support conversion of Indian accents to neutral English, with support for Filipino and Latin American accents coming soon.

Vonage AI accent conversion is built into VCC WebRTC (available in OpenCTI, Service Cloud Voice and Intelligent Workspace), and Vonage AI accent conversion users will also benefit from included Vonage enhanced noise cancellation. No additional software needs to be downloaded or installed for either Vonage AI accent conversion or Vonage enhanced noise cancellation.

We have a limited number of Beta slots available, and this feature will be chargeable on a named user basis once Generally Available.

Note: Real-time accent conversion is a processor and memory intensive function, agents using this feature are recommended to have at least an i7 (or equivalent) processor and 16 GB of RAM. If the agent uses lots of other software or uses many browser windows or tabs, more RAM will be required.

Team Monitoring: Agent tile-based view 

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

We’re excited to announce the beta launch of a new tile-based view in Team Monitoring, designed in response to feedback following the retirement of legacy RealTime.

While the current table view offers powerful insights, we’ve heard from many of you that it’s not always the most effective format — especially when trying to monitor agents by shift, team, location, or other operational groupings.

The new tile-based visualization provides a more flexible and intuitive way to view your teams:

• Each agent is displayed as an individual tile rather than a row in a table.
• Tiles show key information like the agent’s current state and time spent in that state.
• Supervisors can drag-and-drop tiles to arrange agents in a layout that suits their monitoring needs.

This new view aims to enhance visibility and adaptability for supervisors managing dynamic, distributed teams.

The beta program will begin in July 2025. If you're interested in early access, please reach out to your Vonage Account Manager or Customer Success Manager to learn more.

Team Monitoring: Supervisor can watch (monitor) digital interactions 

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

We’re happy to announce the launch of digital interaction monitoring for supervisors within Team Monitoring — extending monitoring capabilities beyond voice to include digital channels.

In this initial release, supervisors can now watch live digital conversations between agents and customers in real time, without actively participating in the interaction. This "watch mode" enables supervisors to stay informed and support their teams as needed, while maintaining a non-intrusive presence.

Key details:

• Available by default for all accounts using Intelligent Workspace
• Enables passive monitoring of live messaging interactions
• Complements existing voice monitoring features

This is just the beginning — additional monitoring modes (such as coaching and joining) will be introduced in future releases to provide supervisors with a full suite of real-time support tools across all channels.

C360: Display consolidated summary in Customer Engagement History (CEH)

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

The Customer Engagement History in the Insights panel provides recent customer interactions and key details (for example, agent notes, disposition codes, and sentiment), providing precise information to the agents at the right time. This feature is now enhanced to offer an AI based consolidated summary “across previous interactions” with the customer, so that agent's time is optimized by offering a ready summary of the customer journey with the brand in a crisp paragraph. This is a differentiator feature introduced in Vonage Intelligent Workspace to offer personalization by making accurate information available to the agents at the right time.

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.

Single Interaction ContactPad (intent to deprecate)

Following the previous announcements of other versions of ContactPad, we are now continuing with our plan to support a single version of ContactPad. Therefore, we are announcing the planned retirement of Single Interaction ContactPad. By moving to a single version of ContactPad, we can ensure we provide the best experience to agents and support our growing list of new features.

We recommend that all customers using Single Interaction ContactPad begin planning their move to ContactPad Refresh ahead of the retirement date. It’s possible to move over to ContactPad Refresh early by activating this setting within your account. Alternatively, please reach out to your Account Manager or Customer Success Manager for more information.

Projected retirement date: 2026.1

Multi Interaction ContactPad (retired)

Following the previous announcements of the Deprecation of Multi Interaction ContactPad, we are now announcing the retirement of this version of ContactPad. We would encourage any customers who are still using this version to move over to ContactPad Refresh as soon as possible to avoid any loss in functionality. For more information, please reach out to your Account Manager or Customer Success Manager.

Retirement date: 2025.2

Salesforce package deprecation and retirement

* These packages will be retired after the Q3 2024 release