This Winter we will be releasing the following features:
Documentation relating to Winter '20 features will be made available week commencing 4th November
General Availability Features
Insights Stats API and Dashboard enhancements for omni-channel
Insights Stats API
From Winter '20, the Insights Stats API will provide data about non-call interactions (emails, SMS, chat, and so on). Such data includes interrupt, park, and abandon events.
Dashboards
The Dashboards feature uses the Insights Stats API to retrieve information about both call and non-call interactions. The additional data provided by the API will soon be viewable in Dashboards. This data will give you more insight into non-call interactions.
Priority call handling
Priority call handling includes the following features:
Priority call configuration
Currently, 'priority calls' are calls that NewVoiceMedia delivers to an agent's personal queue. Such calls are only a priority for the intended agent. From Winter '20, administrators will be able to configure priority calls based on the skills required to handle them. These calls will appear in priority calls lists in eligible agents' ContactPads.
Call parking
With priority call handling, an agent will be able to park an existing call to receive a priority call. Parking the will does not end the call; instead, parking will put the call on hold while the agent receives the priority call. The agent will be able to return to the original call and then alternate between the two as required.
Interaction claiming
From Winter '20, if enabled for your account, an agent eligible to receive a priority call can temporarily claim that call. Claiming a call removes it from all other eligible agents' priority call lists and reserves the call for the agent. Claiming prevents multiple eligible agents from ending their current calls to receive a call that only one agent will receive; it also prevents an agent from receiving a non-priority call that has been waiting longer than the priority call.
Contextualized notifications and ContactPad call data
By default, when a call is routed to an agent, the caller's CLID appears in the agent's ContactPad and in call notifications for priority calls. Soon administrators will be able to override the details in both ContactPad and priority call notifications. Instead of seeing a caller's CLID, agents will view details about the caller such as their name, account, or account renewal date. Along with the customized data, agents will be able to see up to five queuing priority calls in the priority calls list.
Call notifications
Currently, an agent receives a priority call notification when NewVoiceMedia routes a call to the agent's personal queue. From Winter '20, agents will receive a priority call notification for any priority call that they are eligible to receive.
ContactPad presence
By default, ContactPad displays an agent's state in the state bar. Agents can manually change their state at any time—available states vary depending on their current activity and on what other features are enabled for their account. An agent's state can also change automatically, also depending on their current activity. After Winter '20, if the ContactPad presence feature is enabled for your account, ContactPad displays additional information in the state bar. This additional information will give more insight into whether an agent is available to work on interactions.
Support for OpenID
Currently, users can log in to the NewVoiceMedia platform using single sign-on. Users log in to the NewVoiceMedia platform by logging in first to their linked Salesforce, Microsoft, or Vonage account. From Winter '20, administrators will be able to configure single sign-on for external identity providers. Applicable external identify providers must support OpenID Connect (OIDC). When configured, users will be able to log in through that external provider.
Skype for Business: presence integration
From Winter '20, the pilot Integration with Skype for Business feature will be generally available. Enabling the feature synchronizes an agent's state in ContactPad and presence in Skype for Business.
With default state and presence mappings, if an agent's presence in Skype for Business changes to Busy (either manually or automatically), NewVoiceMedia changes the agent's state in ContactPad to Extended Away. In this scenario, NewVoiceMedia will not route interactions to the agent. If an agent clicks to make a call in ContactPad, which automatically changes their state in ContactPad to Ready (Offline), the agent's presence in Skype for Business changes to Do not disturb. In the latest version of the feature, administrators can configure custom state and presence mappings.
Queued callback configurable CLID
Setting up a callback enables the caller to hang up their phone rather than waiting for an agent to answer their existing call. When an appropriate agent becomes available, NewVoiceMedia makes an outbound call from that agent to the caller. By default, NewVoiceMedia makes the callback to the original CLID.
From Winter '20, administrators will be able to override the number that NewVoiceMedia should use for each callback.
Transcription Enhancements
Transcription improvements through changes to the transcription engine. Global English has now been introduced across all regions. This means an American can speak to an Australian in English and the transcription will be equally good for each party even though they are speaking a different flavour of English. Compared to having a transcription engine for a specific English accent, this Global English model helps to improve the transcription when speaking to non Native English speakers in an English speaking contact center.)
Pilot
IVR payments
The IVR Payments product is a new pilot feature that extends our PCI Pal Agent Assist Secure Payment feature. Customers who need to take automated payments over the phone can add IVR Payments to their PCI Pal service. The IVR Payment service uses the IVR Data Connector applet to get cardholder data. The secure PCI Pal IVR service then collects the sensitive credit card information. This data is then transmitted to your merchant Payment Service Provider for processing. A second IVR Data Collector applet writes response data into a backend system.
Frankfurt Voice Point of Presence (PoP)
This feature provides a local telephony presence for NewVoiceMedia customers in mainland Europe. This local presence improves call quality to Eastern and Southern Europe, and Russia.
ContactPad with Screen Lock for NewVoiceMedia extension
The Screen Lock for NewVoiceMedia extension can update an agent's state whenever their computer locks—either manually by the agent or automatically due to inactivity.
By default, with or without the Screen Lock for NewVoiceMedia extension, when an agent's computer locks, the agent's state in ContactPad remains unchanged. NewVoiceMedia will continue to deliver interactions based on the agent's ContactPad state. If the agent was available to handle interactions before their computer locks, NewVoiceMedia may deliver interactions that the agent is not able to handle while their computer is locked.
Using the Screen Lock for NewVoiceMedia extension, an agent can ensure that their state is updated whenever their computer locks. The agent can choose from Away, Extended Away or Log Out states, plus any minor states within these major states. Changing the agent's state to one of these states will prevent NewVoiceMedia from delivering interactions that the agent is unable to handle because their computer is locked.