Vonage Contact Center 2025.2 Release: Key Highlights

Here’s what’s new in this powerful release:

1. Security & Infrastructure

     · New IPs available for allow listing

2. Intelligent Workspace Enhancements

     ·  SMS & WhatsApp support

     · Agents can now:

           a.    Take PCI-DSS compliant payments via PCI Pal

           b.    Make outbound calls during digital interactions

           c.    Transfer digital interactions between agents

           d.    Park interactions (manual + automatic)

           e.    View visual timers for parking

     ·  Revamped Conversation Log with simplified cards

     ·  Auto-logging across all CRM channels

3. Agent Assist (AI Features)

     ·  AI-based automated Disposition Codes (voice + digital)

     ·  Real-time Sentiment Analysis for digital channels

     ·  Automated Summarization for chat, email, WhatsApp, etc.

4. Service Cloud Voice

     · Enhanced omni-channel agent UI

     ·  BYOC (Bring Your Own Channel) for unified Salesforce + Vonage experience

5. OpenCTI Enhancements

     ·  New make-call screen with agent search

     ·  Usability improvements to ContactPad Refresh

6. Admin & API Improvements

     ·  New Disposition Code Admin UI

     ·  Filterable Agent Availability API

     ·  New Channels API for remote management

     ·  Unified Admin portal UI across all pages

7. Insights & Analytics

     ·  Real-time analytics: Share read-only URLs with supervisors

     ·  Team Monitoring:

          a.    Release/abandon agents from interactions

          b.    New tile-based agent view

          c.    Monitor digital interactions live

     ·  Historical Analytics: Reassign and manage scheduled reports

8. Interaction Architect

     ·  Compare data sources in Data Router

     ·  Web service HTTP code routing

     ·  Try last-handled-agent feature for improved continuity

     ·  New applets for ‘Message’ plans (SLA, menu, routing)

#AIContactCenter #OmnichannelCX #VonageInnovation

For details on how to integrate @salesforce, @vonage in your contact center, please contact @comways.