Page Comparison

General Availability Features

Vonage integration

Vonage rebrand

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During the week of April 6th, your Your NVM Contact Center will get has got a new name and a new look—but, other than new Spring '20 features, its functionality will stay has stayed the same. We wanted to let you know in advance, so you can tell your users. We’ll be sunsetting the NVM brandThe NVM brand has been sunsetted, so all our products and communications will now bear the Vonage brand. It’ll be It’s most obvious at log in, across your Admin Portal, and on ContactPad. And your The product name will change has changed to Vonage Contact Center—because the Vonage brand is all about being clear and straightforward in everything we do.

Vonage Contact Center and Vonage Business Communications integration

In the upcoming release, we will be This Spring we are integrating Vonage Contact Center (VCC)—formerly NewVoiceMedia—and Vonage Business Communications (VBC)—formerly Vonage Business Cloud. This integration will provide the following benefits:

• Synchronization of presence, reflecting a user's availability to work with interactions in either platform

• Shared directory of VCC and VBC contacts, making these contacts available in both platforms for consults, transfers, and conferences

• Single interface, in which ContactPad is integrated with VBC desktop, for controlling calls

More information will follow shortly.

Sales

Salesforce High Velocity Sales (HVS) Integration

Spring '20 includes included HVS Integration which integrates Vonage Contact Center with Salesforce's High Velocity Sales (HVS) product. If enabled for your account, your agents can contact leads using ContactPad. Those leads can progress through the cadence process based on the outcome of calls made.

For information about HVS integration, see High Velocity Sales (HVS) Engagement Powered by Vonage.

User experience

Screen Lock for Vonage Contact Center

The Screen Lock for Vonage Contact Center extension will update updates an agent's state whenever their computer locks—either manually, by the agent, or automatically, due to inactivity.

The agent will be able to can choose from Away, Extended Away or Log Out states, plus any minor states within them. Changing their state to one of these will prevent Vonage Contact Center from delivering interactions that the agent is unable to handle because their computer is locked.

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For more information, see ContactPad with Screen Lock for Vonage Contact Center (pilot documentation).

Telecommunications

CLI validation changes (UK)

New regulations in the UK require us to validate caller line identities (CLIDs). The CLIDs must be both in a valid format and within a valid range. Vonage Contact Center is being updated to validate CLIDs that we receive and replace them, where required, to ensure the call continues correctly.

Vonage Contact Center WebRTC

From Spring '20, existing WebRTC customers will be are being migrated to our own WebRTC implementation. Administrators will need to update firewalls to allow traffic from a new list of IP addresses. When configured correctly, agents will not notice any changes before, during, or after migration.

For information about using Vonage Contact Center with WebRTC, see ContactPad with WebRTC.

Report audio problems

Using ContactPad, from Spring '20 onward, agents will be able to can report any audio problems experienced during a call. Reportable problems include echo, distortion, delay, and so on. Any problems with inbound calls will be are viewable in Dashboards.

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For information about reporting audio problems, see Reporting audio problems (pilot documentation)problems in ContactPad.

Recording

Auto pause/resume recordings when going on/off hold

CurrentlyBy default, when an agent puts a call—which is being recorded—on hold, Vonage Contact Center continues to record the call. Agents must manually pause and resume call recording before and after putting the call on hold if they wish to stop recording.

From Spring '20 and if enabled for your account, when the agent puts a call on hold, recording is automatically paused and then resumed when the agent retrieves the call.

For information about automatically pausing and resuming recordings, see Call recording.

Interaction Architect

Set Data Source enhancement

CurrentlyPreviously, administrators can could create one data source in each Set Data Source applet. In the Since Spring '20 release, the Set Data Source applet will enable administrators to administrators can create, or delete, up to 100 data sources using the Set Data Source applet.

For information about the Set Data Source applet, see Set Data Source applet.

User Admin

Scheduled logout (previously limited availability—generally available from Spring '20)

If an agent forgets to log out of ContactPad at the end of their shift, Vonage Contact Center may deliver an interaction to them that they are unavailable to work with.

The scheduled logout feature, available from since Spring '20, ensures that agents are logged out at the end of their shifts, preventing Vonage Contact Center from routing interactions to agents who are not available to handle the interactions.

Agents will can still be able to log out and back in manually. If the agent needs to carry on working after the rule has logged them out, they can log back in to ContactPad in the usual way.

If an agent is handling an interaction when the rule tries to log them out of ContactPad, the rule will change changes the agent’s intended state to Logged Out. The rule changes the user's intended state regardless of whether the agent’s account is configured to use intended states. NewVoiceMedia automatically logs the agent out when they finish working on the interaction, including any automatic wrap up time.

For information about configuring schedules that define when to log agents out of ContactPad, see Configuring schedules.

Custom unexpected and fault state timeouts (previously limited availability—generally available from Spring '20)

Currently Previously administrators can could configure the timeout period of unexpected and fault states at group level only. From Since Spring '20, administrators will be able to can configure custom timeouts at agent level for the following states:

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For information about configuring custom unexpected and fault state timeouts, see Configuring individual users.

Reporting

Advanced Reporting and Statistics in Salesforce

From Since Spring '20, the Advanced Reporting and Statistics package will be is generally available in Salesforce if enabled for your account.

For information about Advanced Reporting and Statistics, see Advanced Reporting and Statistics in Salesforce.

Dashboards

External data integration for Dashboards (previously known as Insights Data Source Mapping)

If data source data is available for interactions, from since Spring '20, administrators will be able to can configure their Vonage Contact Center account to make that information available as custom metrics in Dashboards. When configured, this information will is also be accessible through the Insights Stats API.

For information about viewing data source data in Dashboards, see Viewing mapped data source data in DashboardsReal-time Analytics.

Conversation Analyzer

Adding new languages to Conversation Analyzer

CurrentlyPreviously, Conversation Analyzer supports supported six languages. In the upcoming Spring release, this support will be was extended to handle twenty two languages.

The following languages will be supported

• English (Global)

• Bulgarian

• Catalan

• Croatian

• Czech

• Danish

• Dutch

• Finnish

• French

• German

• Hungarian

• Italian

• Latvian

• Lithuanian

• Norwegian

• Polish

• Portuguese

• Romanian

• Slovakian

• Slovenian

• Swedish

• Spanish

For information about which languages are now supported, see Overview of Conversation Analyzer.

Furthermore, English (Global) transcription will be has been improved.

Pilot

Global PCI

IVR secure payments

IVR secure payments, available as a pilot feature in Spring '20, extends PCI Pal Agent Assist Secure Payments to enable agents to take secure payments through an IVR.

Firstly, a Data Connector will obtain obtains cardholder data. The secure PCI Pal IVR service will then collect collects sensitive credit card information and transmit transmits that data to your merchant payment service provider for processing. The Data Connector can write transaction results into a backend system.

Virtual Assistant (pilot)

Our Virtual Assistant uses artificial intelligence to:

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