Release 3.5.3 of ServicePattern, our next generation cloud contact center solution, has been released to our partners and deployed in our public cloud datacenters.
This release includes new rich conference controls in the agent desktop, to allow conference participants to information on other participants, including IVR applications. Conference management has been simplified as well, allowing hosts to disconnect individual participants, or end conference calls, in one step.
Also included in the release is an improved answer detection process, to better handle various types of call attempts; two new dispositions have been added to provide more flexibility in campaign dial rules.
Caller identification numbers used for outbound campaign calls can now be defined separately for each individual calling list, to better manage your campaigns.
Scheduled reports are now more flexible - there are more options when setting time intervals for scheduled reports, to better match contact center reporting to shifts.
The agent desktop now includes metrics for unique customer calls, where calls that re-entered the queue or are transferred between agents are not counted separately. The new metrics are available for queued and handled calls.
All-in-all, it's a great update to our next generation cloud contact center solution. Contact us today for more details.