Cloud contact centres

Amazon Connect Customer Global Resiliency now provides business users visibility into resiliency readiness across linked Regions

Amazon Connect Customer Global Resiliency now provides a Global Resiliency page in the admin website, giving administrators a single place to review their Region switch readiness.

This release addresses the following issues:

Fixed an issue where the Agent Performance tile on the Real-time Agent Monitoring dashboard executed redundant database queries during auto-refreshes.

Advanced reporting dashboards prerelease notes 6.16

Here are the pre-release notes for updates to the advanced reporting dashboards and other reporting in CCAI Platform. When we release these updates, we expect the new capabilities to be as shown here.

Transcript separation for chat

You can now configure Google Cloud CCaaS to deliver a separate transcript file for each participant segment in a chat, instead of one combined transcript per session.

Campaign-based scheduled callbacks

Agents can now schedule a callback during an outbound campaign call. The callback belongs to the campaign, not to an individual agent, and the dialer calls the consumer back in the time slot they chose.

Google Cloud CCaaS prerelease notes 6.22

Here are the pre-release notes for what we expect to be the next version of Google Cloud CCaaS. When we release this version, we expect the new capabilities to be as shown here.

This release addresses the following issues:

Fixed an issue where direct access point (DAP) greeting messages played twice when a call was deflected to an internal phone number due to queue overcapacity.

Amazon Connect Customer now prefills step-by-step guides for after contact work

Amazon Connect Customer can now fill in the step-by-step guides that agents complete after a contact, using information extracted from customer conversations, such as booking identifiers, claim numbers, and conversation summaries.

Amazon Connect Customer now provides automated checks to improve performance evaluation forms

Amazon Connect Customer now suggests changes to performance evaluation forms that improve the accuracy of evaluations automatically filled by AI.

This release addresses the following issues:

Fixed an issue where agents could be assigned more concurrent chats than their configured maximum limit when multiple chat offers arrived almost simultaneously.

Google Cloud CCaaS 6.19

We've released version 6.19 of Google Cloud CCaaS.

Google Cloud CCaaS 6.17

We've released version 6.17 of Google Cloud CCaaS.

This release addresses the following issues:

Fixed an issue where the Call ended card in the session data feed incorrectly displayed a call length of 00:00 despite the actual duration being recorded correctly.

Warm transfers auto-resume

When an agent performs a warm transfer, the caller is now automatically taken off hold as soon as the transferring agent leaves the call, establishing two-way audio between the receiving agent and the caller without manual action.

Connect Customer Outbound Campaigns now available in AWS GovCloud (US-West)

Connect Customer Outbound Campaigns is now available in AWS GovCloud (US-West), a secure cloud environment designed for government and public sector customers.

Headless mobile SDK

The headless mobile SDK, for Android and iOS, is now available. With this SDK, you can embed the capabilities of Google Cloud CCaaS into your mobile app while retaining full control over the UI. The headless mobile SDK supports calls (including scheduled calls), chats, and email.

Amazon Connect Customer now lets business users manage more reference data to adjust contact center configurations in real time

Amazon Connect Customer now lets administrators store more of the reference data that drives their contact center configurations.

Two new tables in the Real-time Queue Monitoring - Calls dashboard: Today's Scheduled Calls and Upcoming Scheduled Calls

We've added two new tables to the Real-time Queue Monitoring - Calls dashboard: Today's Scheduled Calls and Upcoming Scheduled Calls. These tables display pending scheduled calls across your allowed scheduling window, regardless of when they were initially created.

This release addresses the following issues:

Fixed an issue that caused delays when loading and refreshing real-time agent dashboards.

Advanced reporting dashboards 6.14

We've released version 6.14 of the advanced reporting dashboards.