Recently released in 2025.3

Virtual Assitant

General Availability Features

Knowledge AI 

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Knowledge AI solution allows users to configure Knowledge Base in AI Studio and plug it with a Virtual Assistant (designed in AI Studio) to enable automated Q&A handling. As a result, Knowledge AI empowers two use cases:

• Intentless conversations: Virtual Assistant (VA) can directly answer customer questions without intent definitions in VA (intent definition means pre-defined questions and responses included in VA flow).
• Conversation digressions: VAs can flexibly handle customers’ clarification questions during the middle of an ongoing automated conversation and return to the digression point.

For businesses seeking to enhance customer engagement through intelligent virtual assistants, Knowledge AI provides three key benefits:

• Cost efficiency and scalability — it reduces the expense and complexity of designing, building and maintaining virtual assistants by streamlining the entire lifecycle.
• Enhanced customer experience – it delivers more natural, accurate, and complete conversations by anticipating customer needs and continuously improving dialogue design.
• Unified and reliable knowledge – it consolidates scattered information from multiple systems, ensuring updates are tracked automatically and customers always receive accurate, up-to-date answers.

Knowledge AI is based on Vonage’s in-built Retrieval Augmented Generation (RAG) APIs and is a combination of Knowledge Base, Semantic Search, and LLM response generation, all of which are configurable through AI Studio’s no-code interface. To enable easy integration with the existing virtual assistants, Knowledge AI supports all the languages offered via the Hybrid NLU and Traditional NLU engine in Vonage AI Studio.

Hybrid NLU

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Virtual Assistants built on Vonage AI Studio now offer two AI engines:

• Hybrid NLU engine that combines rule-based logic with transformer-based models from Google Gemini to interpret user input
• Traditional NLU engine, which is the pre-existing NLU built on rule-based systems, keyword matching, and statistical techniques

Hybrid NLU engine enhances both intent recognition and entity extraction by leveraging contextual understanding and semantic nuance, rather than relying solely on predefined patterns. As a result, Hybrid NLU offers the below benefits:

• Boosts performance: Up to 20% better intent detection and improved entity extraction, leading to higher Virtual Assistant containment rates and fewer human escalations — which means smoother experiences and real cost savings.
• Reduces manual effort: Needs less training data because it can handle variability/synonyms in user utterances; further, it has a limited need of hierarchical classification trees due to better performance
• Handle custom requirements with ease: Enables configuration of Custom Entity using your own business rules via LLM prompting; also, Closed Lists (up to 1,000 values) with fuzzy/exact match can be used in Custom entity to unlock new use cases

Hybrid NLU supports all the existing features of Traditional NLU, including Intent Annotation, Intent Ambiguation, System Entities, Entity Ambiguation, and Multi-value parameters.

Hybrid NLU fully supports (GA level) these 18 languages:

• English
• German
• Dutch
• French
• Spanish
• Portuguese
• Italian
• Indonesian
• Swedish
• Japanese
• Arabic
• Korean
• Polish
• Thai
• Hebrew
• Finnish
• Danish
• Norwegian

Customers can choose the Hybrid NLU engine in three different ways:

• New agent creation
• Agent duplication
• Importing agent

In addition, customers can also migrate from Traditional NLU engine to Hybrid NLU engine by following the following steps:

• Create duplicates of existing live VAs and select “Hybrid NLU” AI engine in the duplicate agent screen.
• For intents:
  • Retain existing user expressions and classification nodes if you want to minimize change effort ... OR
  • Update user expressions and change hierarchical classification to leverage Hybrid NLU’s new capabilities
• For entities:
  • Use existing system entities OR
  • Create new custom entities leveraging the increased flexibility of Hybrid NLU
• Use the VA tester to check the classification/entity extraction results and & compare Hybrid NLU vs Traditional NLU performance

Vonage Business Communications

Bulk SMS

Bulk SMS is a new feature that allows you to send a single SMS message to multiple recipients simultaneously — extending VBC’s existing one-to-one SMS into one-to-many messaging.

It’s perfect for businesses that need to share time-sensitive updates, promotions, or alerts. Bulk SMS ensures your customers receive the right information, at the right time, via their preferred channel.

Dynamic Outbound Caller ID

The Dynamic Outbound Caller ID capability within VBC Apps Calling gives organizations precise control over the identity presented on outbound calls. Whether that be a corporate mainline, a regional or department number, or an individual extension. Built for scale and governed centrally, the feature supports global numbering strategies, regulatory and compliance requirements, and role-based policies. Admins can control the accessibility of this feature by the end users.

AI Transcription

VBC’s new AI Transcription delivers high-quality, time-stamped transcriptions and concise AI-generated summaries for both Company (automatic/continuous recording) and On-Demand Call Recordings (user initiated).

Every recording is processed to produce a searchable transcript with speaker separation and timestamps, plus a distilled executive summary that surfaces the conversation’s key points, action items, sentiment, and follow-ups.

Concurrent sessions limit & 90 days inactive logout

To strengthen fraud prevention and user security in VBC, we’re introducing new session management policies. These include updated concurrent session limits across Admin, Desktop/Web, and Mobile apps, as well as automatic logout for inactive sessions after 90 days. Together, these changes help reduce risks from excessive or unattended sessions while ensuring a more secure user experience.

Vonage Contact Center

Important Updates

Update to Agent Activities data retention through Insights Stats API

Today, our Insights Stats API provides you access to Agent Activities data going back to its launch. For most customers, this covers the full history of their account since joining, though if you became a customer before 2018, only data from that point onward is available.

Starting January 2026, this will change. Going forward, the Agent Activities endpoints will provide access to the last two years of data on a rolling basis. If you need to look back further, you’ll still be able to access older data through Historical Analytics.

We recommend reviewing any existing API integrations or reporting processes ahead of this change to ensure a smooth transition.

Announcement to Announcer conversion

As part of the continued modernization of our interaction architect we are converting all of the “Announcement” applets to “Announcers.” All the settings, including uploaded audio files, of the Announcement will automatically be migrated to the new applet.

Vonage Contact Center Administration

Centralized schedules; Supervisor permissions

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

We have added supervisor permissions for centralized schedules, allowing an admin to be able to set whether the supervisor has access to “Read All” and “Modify All,” as well as the option to not view the schedules at all.

Group-based agent states

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

In this release, we’ve extended the group section in user administration so that customer admins and supervisors can select which global presence states apply to each agent group — with agents in multiple groups inheriting the union of those states and account-level defaults automatically enabled for new groups.

We’ve updated the Agents API to honor these selections, exposing only the chosen presences, while always including “Ready” and “Logged out,” which appear greyed out in the UI.

Permissions and access levels remain unchanged, and the feature is supported in both ContactPad and Intelligent Workspace.

Additionally, supervisors can now reorder minor states alphabetically, user counts are displayed as Users (12) instead of 12 Users, and state-selection summaries show (all) when every state is selected or (1/12) when one of 12 is chosen.

Quick Voice Messages

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Following customer requests, we have introduced a new feature that allows agents to play a recorded message during calls. Similar to Voicemail Drop, agents can record a message or upload a recording.

During the call, the agent can press a button, and the recording will be played to both the agent and the customer. This feature is ideally suited to financial services or healthcare, when required information needs to be said by the agent on a regular basis.

Enforce Admin SSO Access

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Previously, Single Sign-On (SSO) was supported only for non-admin users.

With this release, Vonage has extended Enforced SSO support to include administrator accounts as well. This enhancement improves feasibility by providing a consistent and centralized login experience for all user roles, simplifying access management, and strengthening security.

To enable this feature, navigate to Account Settings–Single Sign-on page.

Support Google Workspace SSO

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Vonage Contact Center (VCC) now supports Google Workspace Single Sign-On (SSO) using the OpenID Connect (OIDC) protocol, allowing users to log in with their Google Workspace accounts for a seamless and secure authentication experience. Customers can configure this option by navigating to the SSO tab under the Account Settings configuration page.

Admin Portal UI Changes (Empty Screen, System Alerts)

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We’re rolling out the next set of improvements in our VCC Admin Portal redesign, aimed at making your day-to-day navigation clearer and more consistent.

In this release, you’ll notice:

• Unified system alerts: System notifications now follow the same design and placement, so important updates are easier to notice and interpret.
• Refreshed empty states: New visualizations for empty screens provide guidance and context when no data is available, creating a cleaner and more helpful experience.

These changes are part of our broader effort to deliver a predictable, streamlined experience across the Admin Portal — minimizing friction and reducing the learning curve for all users.

We’ll continue to build on this foundation with more updates in upcoming releases.

Interaction Architect

Outbound IVR

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Outbound calling just got more flexible. With the new “Default Outbound” plan type in IPM, admins can configure an interaction plan that will trigger between when the agent dials and before a call connects to the end customer. This makes it possible to:

• Complete data dips into linked CRMs or external systems
• Present a local number based on customer location
• Apply call recording settings
• Check against “do not call” lists
• Provide announcements to agents before the call dials out or if the call is dropped before dialing
• Launch post-call surveys for outbound calls
• Register the call with external branding services such as Hiya and First Orion

Customers can start with one outbound interaction plan for all agents. Outbound plans will support the same powerful features as inbound flows, along with a new applet tailored specifically for outbound scenarios, “Alert contact.” This applet will allow admins to set the following details:

• Presented address: Allows the admin to dynamically or statically set the telephone number presented to the customer. If left blank, the outbound number selected at dial will be used, and if the dynamic address set is blank or does not exist in the system, the same rule will be applied.
• To address: The customer's number to be dialed allows the admin to update the dialed number. If this field is left blank, then the number dialed will be used.

The “Alert contact” applet also has the option to set which applets run when either the agent or the customer ends the call first. This setting is known as the “next applet” and is commonly used to configure post-call surveys on outbound calls.

Applet Update: Dynamic Data Sources in Send Email Applet

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

The Send Email applet has been upgraded to support dynamic content, enabling more flexible and personalized communications. Key changes include:

• Dynamic subject and body: Both the subject and body fields now support data source references through variable substitution.
• Inline variable selection: While editing, typing the $ symbol displays a list of all contextually available variables, making it easy to insert dynamic values.
• Personalization: Email content can now be tailored to the user’s context or input, instead of being limited to static, design-time text.

This enhancement removes a key limitation of the Send Email applet, making it far more useful in advanced communication flows where personalization and context-aware messaging are critical. Teams can now deliver dynamic, relevant emails that align with user journeys and improve engagement.

Increase queue wrap time limit to 3,600 seconds

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We’ve updated the wrap limit set within the ACD applet, from 999 to 3,600 seconds (60 minutes).

Loop applet

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We’ve introduced a new applet that tracks how many times it’s activated during an interaction. Customers can define a maximum number of repetitions, after which the interaction will follow an alternate path in the flow — providing a simple way to manage loops and control interaction logic.

Enhanced TTS Engine: Amazon Polly Neural Voices & SSML Support

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We’ve upgraded our text-to-speech engine to use Amazon Polly’s neural voices, delivering a richer, more natural-sounding speech palette. Once enabled, the system automatically defaults to the neural variant of your chosen voice and seamlessly falls back to the legacy version if a neural option isn’t available.

We’ve also added full SSML support directly in the TTS text box, so you can embed tags to control pronunciation, prosody, pauses, emphasis, and more — giving you precise command over how messages play back to customers.

Collect input applet

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

The Collect Digit String applet has been renamed and enhanced as the Collect Input applet, expanding its capabilities beyond voice interactions to now support messaging channels.

What’s new

• Multichannel support: In addition to the traditional voice flow, Collect Input now works in Message plan types (SMS, WhatsApp, and WebChat), enabling collection of text-based inputs.
• Configurable input prompt: Instead of audio prompts, administrators can define custom text prompts that are displayed to end users in messaging interactions.
• Character limits: Admins can define the maximum number of characters to be collected. If input exceeds this limit, it is automatically truncated.
• Data source integration: Collected inputs can be stored in a specified data source for use in downstream processing.
• Timeout handling: The applet can wait up to 28 days for user input. If no response is received, the flow redirects to a configurable fallback applet.
• Playback and confirmation prompts: It can optionally display the collected input back to the user and request confirmation before proceeding.

Applet Update: Data source formatters available within Intellisense

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We've enhanced the data source Intellisense — accessible by typing $ in data source fields within applets in Interaction Architect — to include formatter options. After adding a data source, admins can now type a : after the data source name to view and select available formatters.

In addition, we’ve added a new data source formatter that converts the value of a data source to lowercase. When this formatter is applied, the string stored in the data source will be automatically converted to lowercase.

Pause applet (Message plans)

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We’ve added a new applet that gives you control to pause interactions, within Message plan types, at any point in the flow. Customers can configure the pause duration in days, hours, minutes, or seconds, with a maximum limit of 30 days.

Warm transfers act as inbound calls

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We’ve updated the warm-transfer to queue feature so that the agent who answers a transferred call is now credited with handling an inbound interaction, ensuring they’re factored into future routing assignments which will follow the set logic in the ACD applet.

Updated ACD UI (Message plans)

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

As part of our continued push into digital channels, we’ve updated the UI for the ACD applet when used on a messaging interaction plan to be more message friendly (SMS, WhatsApp, etc.) and focused.

• Introduce a silent queue option: Customers entering the queue will no longer receive an automated message from VCC.
• Streamlined announcement UI: The initial announcement and breakout prompts are now text-only, eliminating support for file uploads.
• File-upload removal: Since digital interactions don’t require audio or video assets, we’ve removed the ability to upload announcement files.

These updates simplify the digital experience, reduce configuration overhead, and ensure a consistent, text-driven workflow.

All other options and actions remain the same on the Voice version of the ACD.

Personal Settings

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

In this release, we are rolling out a new page called Personal Settings. Customers of the Intelligent Workspace, will recognise this page as the User Profile, a single place for an agent to manage all their settings. We’re rebranding this page and opening it up for use by ContactPad customers, too.

In the Admin Portal, you will see a new page called Personal Settings, which provides a consolidated place to manage all user configuration and settings.

Key features:

Profile

This is a single place where users can manage their personal information, change password and configure 2FA settings.

Messages

If using the Intelligent Workspace, this allows agents to change their auto-accept and headset settings for voice and digital interactions.

Voicemail Greeting

Allows agents to record or upload a greeting message, which is played to the caller when they reach the agent's voicemail.

Quick Voice Messages

Quick Voice Message page is the home of Voicemail drop, combined with a new feature which allows a file to be played during the call and the agent can continue the call afterwards.

WebRTC Options

The WebRTC settings page is an existing page, but has now moved to the Personal Settings page for a consistent agent experience. Any agents using ContactPad will now be able to access their WebRTC settings from the ContactPad and into the Personal Settings page.

Agent Assist

Automatic RTT language detection for IW and SCV

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Automatic RTT (Real-Time Transcription) Language Detection is a new capability of the Agent Assist Basic package, available in the Agent UI and available for use by Service Cloud Voice. This feature improves the transcription experience by automatically identifying the most appropriate language from a predefined set of supported options.

It supports both inbound and outbound calls, with configurations set differently for each: Inbound calls are configured at the interaction plan level, while outbound calls are configured at the line level.

The primary transcription language is set manually, but the system can intelligently select from a predefined list of additional languages (based on IVR logic) to align with the caller's language. If the system cannot detect a match, the default manually set language will be applied automatically.

C360: Display consolidated summary

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

A new AI capability allowing agents to view an AI generated, consolidated summary of previous interactions with the customer across all channels. The agent gets a quick view of the customer's journey, with the right data at the right time. This feature is made available as part of the Agent Assist basic package.

Intelligent Workspace

Important Updates: Customer Data Residency for EMEA

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

For Intelligent Workspace EMEA customers, the CRM Admin can now configure the CRM instance specific to their EMEA region if they prefer the customer data to live in the EMEA region. A message like below is shown to the Admin while configuring the CRM of choice.

Email Support for Service

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Intelligent Workspace now has full email channel support. Agents can now manage inbound customer emails seamlessly alongside other interactions — boosting productivity, consistency, and customer satisfaction.

Key features:

• Email connectivity: Seamless connectivity with Microsoft and Google (coming soon) email services allows agents to send, receive, and manage customer communications without leaving the workspace.
• Email in Interaction History: All email interactions are now visible in the unified Interaction History, giving agents context across channels and ensuring smoother follow-ups.
• Email HTML support: Agents can view and compose emails with full HTML rendering. This ensures formatting, links, and media are preserved for clear, professional communication.
• Email thread history: Agents can easily follow the entire trail of a conversation with threaded email history. Nested and forwarded emails are grouped in context, allowing both agents and customers to track correspondence effortlessly.
• Email failure notification: Automatic notifications alert agents when email delivery fails, ensuring timely corrective action and reducing the risk of missed customer communication.
• Email signatures: Agents and teams can now manage HTML-based email signatures with rich formatting, images, and links. Signatures can be customized per agent or standardized across teams — reinforcing professionalism and consistent branding.
• Setup flow for Admin: Admins can quickly connect and configure email channels with a simple, guided setup. Intuitive steps, clear instructions, and minimal technical requirements make onboarding fast and hassle-free.
• Real-time and Historical Analytics: Email interactions are fully integrated into real-time dashboards and historical reporting. Supervisors and managers can track response times, volume, agent performance, and trends — enabling data-driven decision-making.
• Email Retention: All emails are securely stored and retained according to company policy, ensuring compliance, easy access for follow-up, and historical reference for agents and managers.
• Email Routing: Use an existing or a new interaction plan to intelligently route emails to agents. Emails can be routed using existing VCC properties, or new ones such as Email Subject or Email Address.

With these capabilities, Intelligent Workspace now offers a truly unified, omnichannel experience — empowering agents to manage customer conversations across voice, chat, and email in one place.

Skills-Based Disposition Code

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Following the announcement of the new Interaction Logging page in the 2025.2 release, we have made further improvements to Disposition Codes, with the linking of Skills to Disposition Codes.

This means it is possible to configure which Disposition Codes an agent can see while working on an Interaction. Simply tag the relevant Disposition Codes with the corresponding Skills and when the Interaction with matching Skills is delivered to the agent in Intelligent Workspace, the agent will see a smaller list of the relevant Disposition Codes.

C360: Email interaction details are shown in Customer Engagement History

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

Continuing the support of the Email channel in Intelligent Workspace, the Customer Engagement History in C360 now shows the Email interaction details. Details include fields like agent name, address, and inbound/outbound. With this ability, now the agent can view previous interactions with the customer across all channels, including chat, emails, voice, and SMS.

C360: Store interaction properties to CRM

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

To simplify complex configurations for the Contact Center workflow, we’ve introduced the ability for the CRM Admin of VCC to configure and save interaction properties over to the CRM via C360 automation. Admins need to create a data source mapping, which can be further used to configure these values to be saved in specific CRM objects and fields.

C360: Display Related Records

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

To empower agents to offer personalized experience to customers, C360 in Intelligent Workspace has introduced a view to show CRM records related to the customer with whom an agent is having an interaction. The agent is shown the CRM records (like case/event/deal) worked by other agents in the recent interaction with the customer. Agents can also search for more records relevant to the customer as required. This enhances agent productivity by providing all the relevant and required data of the customer in a single interface, avoiding switching between multiple tabs.

Issues reporting

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

We’ve added the ability for agents to report if they are experiencing an issue while using the Intelligent Workspace. This data can then be passed to our engineering and support teams to help quickly identify and resolve the issue. To submit an issue, the agent just needs to press the “Report application problem” button under the avatar in the top right corner of the Intelligent Workspace.

External Click to Dial

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

With the help of the updated Vonage Integration Suite Chrome extension, it’s now possible for agents to quickly make outbound calls by clicking on a number in an external website. After the number is clicked on the website, the number will appear in the Intelligent Workspace ready to call, with no copy and pasting required.

Message Attachments

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

When an agent is sending a message in a digital interaction, it’s now possible for agents to include an attachment in their message. These attachments could be an image or a file and will be saved with the transcript of the interaction, ready for review by a supervisor in Interaction Content if needed. To send an attachment, the agent simply needs to use the paperclip icon next to the text input area in the Intelligent Workspace.

Web chat initial form

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

The chat widget is the front door to your customer’s online experience — be sure it makes a great first impression. With the new initial form and preconfigured fields, you can capture the right details from the start, while keeping the design on-brand and user-friendly. It’s quick to set up, reduces admin work, and helps you deliver a smoother, more personalized interaction from the very first click.

Outbound WhatsApp

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

We are pleased to announce the first outbound digital channel in the Intelligent Workspace, WhatsApp. In addition to being able to respond to inbound WhatsApp messages, agents can now also initiate outbound WhatsApp messages. Upon initiating the interaction, the agent will be prompted to select a “From” number, which is configurable in your account. Once those details are confirmed, the agent must then select from a customizable list of templates that are controlled in your WhatsApp Business Account. This ensures your brand compliance with all the rules from Meta, while having a consistent agent experience in the Intelligent Workspace.

Service Cloud Voice

Blind Transfer

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

With the blind transfer, agents can transfer and hang up a call automatically rather than add a caller to an existing conversation and then drop. However, the system will check that the dialed number is valid and connects before dropping the call.

Vonage Voice Clarity

Vonage AI Accent Conversion +

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Compatible with the following agent experiences
ContactPad/CTI	Service Cloud Voice	Intelligent Workspace

As of this release, Vonage AI accent conversion is now part of General Availability. Accent conversion uses AI-developed models to adjust an agent’s accent to something more neutral, reducing misunderstandings and the need for people to repeat themselves. The result is less frustration for customers and improved CSAT. According to Krisp.ai, 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 Vonage enhanced noise cancellation. No additional software needs to be downloaded or installed for either Vonage AI accent conversion or Vonage enhanced noise cancellation.

This feature will be chargeable on a named user basis.

Insights

Team Monitoring: Agent tile-based view

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

One of the most requested features is finally here — the agent tile-based view in Team Monitoring. Supervisors can now visualize their teams in a more graphical and intuitive way.

• Each agent is represented as a tile showing their information in real time (agent state and time-in state).
• Tiles can be dragged and dropped, making it easy to organize agents by team, shift, or even their physical office location.

This long-awaited enhancement makes monitoring faster, clearer, and more flexible than ever before.

In upcoming releases, we will be adding even more functionality to the tile view — including an agent timeline, agent summary overview, or quick actions — giving supervisors a richer picture of team activity at a glance.

Team Monitoring: Granular monitoring permissions

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Within VCC in Team Monitoring, supervisors can monitor interaction in the following modes: listen-in/watch, coach, and join. While monitoring brings clear benefits in terms of quality assurance, training, and risk mitigation, it must be balanced with transparency, employee trust, and regulatory compliance — especially under frameworks like GDPR and local labor laws.

To address this, we’re introducing more granular monitoring permissions, along with configurable listen-in monitoring modes (for example, silent vs. transparent). This ensures you can align monitoring practices with your internal policies and regulatory environments.

The administrator can configure a supervisor’s permissions and decide what monitoring modes should be enabled, as well as whether the listen-in monitoring mode should happen transparently to the agent or silently.

Real-time Analytics: Rich-text widget

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

The new Text widget is a new enhancement to Rel-time Analytics. This will give supervisors more flexibility to share context alongside data. With this new rich-text widget, you can add custom notes, reminders, or announcements directly into dashboards — and fully personalize them by modifying the text, choosing a background color, and adjusting the border position.

This makes it easier to guide teams, highlight priorities, or celebrate success in a way that stands out.

Historical Analytics: Schedule delivery to Amazon S3

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

Currently, within Historical Analytics, you can schedule report delivery only via email. This option sometimes does not meet the needs, due to the file size that can be sent. 

With this release, we’re adding AWS S3 as another destination for scheduled delivery. It will allow you to bypass browser, memory, and email limitations by streaming data directly to your S3 buckets.

This opens additional integration options, for example, automated systems to pull data down from S3 and use it in the other applications or tools that brands use.

Conversation Analyzer

Conversation Analyzer for Digital

This feature provides post-interaction analytics of chat, messaging, and social interactions (excludes email). Supervisors can view categorized results and coaching signals across digital channels, with plans to expand into full Conversation Viewer support similar to voice. Sentiment analysis is not yet available for digital, but categorization is already supported and provides visibility into customer intent and themes also embedded within Salesforce.

CA: Analyze call recordings: Voicemails

Analyze call recordings even when left as voicemails. This transcribes the message, applies categorization, flags sentiment and compliance risks, and surfaces trends so supervisors can prioritize callbacks and coach teams effectively.

Developer Toolkit

Webhook event for activity record and detail record

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

As of this release, the activityrecord.v1 and detailrecord.v1 webhook events in our CCaaS platform are part of the general availability (GA).

What’s new:

• These events are now fully supported and production-ready.
• Early adopters of the v0 versions must migrate to v1. The v0 events will be deprecated.

Activity Record (channel.activityrecord)

The Activity Record event triggers when an agent or customer channel ends in an interaction, and is commonly used to log activity in CRM systems, track agent handle time, or capture conversation outcomes such as disposition codes.

Detail Record (interaction.detailrecord)

The Detail Record event provides a comprehensive record of everything that happened during an interaction, delivering the full payload of the Insights Stats API Interaction endpoints directly to you via webhook events. This makes it ideal for analytics, compliance, and auditing use cases — including with the Activity Record and existing channel events, it gives both a detailed timeline view and a clear summary of agent and customer participation.

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

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

VCC SCIM (System for Cross-domain Identity Management) is now available in the Early Access Program. 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.

Conversation Analyzer — PII Redaction

This automatically detects and removes sensitive customer information (like PII or payment card data) from transcripts and recordings. Also supports compliance with GDPR, PCI-DSS, and CCPA, reduces data-exposure risks, and helps supervisors and administrators protect customer trust while maintaining regulatory alignment.

Utterance and message webhook events

Available in packages
VCC Priority	VCC Express	VCC bundled w/VBC Express	VCC Essentials	VCC bundled w/VBC Elevate	VCC Select	VCC Premium

We are introducing two new webhook events in Beta that extend real-time visibility into conversations across both messaging and voice channels:

Message Sent (channel.messagesent.v1)

• Fires whenever a single written communication is sent by a participant in a message-based interaction, such as webchat or SMS
• Works only for digital channels powered by Vonage
• Provides the message text, along with channel, conversation, and participant metadata
• Ideal for integrating real-time chat or SMS activity into CRM systems, analytics pipelines, or compliance logging

Utterance (channel.utterance.v1)

• Fires whenever a participant speaks a continuous segment of words during a phone call — typically delimited by pauses in speech
• Requires real-time transcription to be enabled for agents
• Provides the transcribed text of the utterance, together with contextual details about the interaction and participant
• Useful for building transcription workflows, enabling sentiment analysis, and enhancing quality monitoring or third-party agent-assist solutions

These events deliver granular, message-level, and utterance-level insights directly via webhooks, allowing developers to capture conversational content in near real-time and extend reporting, compliance, or AI-driven use cases.

Feature retirement

For details and a full list of deprecated features, see Vonage Contact Center feature retirement.

Single Interaction ContactPad

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 Deprecation 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.

Manual Wrap

We are making changes to how manual wrap is handled in single-interaction ContactPad. Instead of entering an unlimited manual wrap state, agents will be able to manually extend their automatic wrap state an unlimited number of times.

This extended wrap will expire like automatic wrap if the agent stops extending it. As part of this, we are announcing our intent to deprecate manual wrap and custom wrap states (except logging the Call for Enforced Dispositions).

Dialed Number Router Applet — Deprecated

The Dialed Number Router applet will be deprecated in this release; any customers using this applet will be contacted regarding migration to newer applets.

Announcement Applet

With the introduction of the Announcer applet, we are announcing the deprecation of the Announcement applet.

Salesforce managed packages

* These packages will be retired after the 2025.3 release

Reminder: Upgrade Required for Salesforce Package Support
To ensure we can provide timely and effective support, customers using an unsupported version of our Salesforce packages may be asked to upgrade if they report issues related to Salesforce — or where Salesforce could be a contributing factor.