ECC 6.11 touches almost everyone who works in a contact center. Integrators get a public toolbar SDK and richer APIs. Agents get a workspace that explains itself when something goes wrong. Supervisors and admins get...
We shipped two updates to ECC 4.x this autumn: 4.13.57 in September and 4.13.58 in October. They make your data layer more modern, give supervisors a clearer view of agent availability, keep calls flowing when something...
AI Assist listens to a live call and puts the transcript, a suggested reply and the customer's sentiment on the agent's screen. The challenge wasn't generating each of these in isolation. It was keeping them in step...
CQA always had the score. What was missing was the race. An agent finishes a day at 78% and the number sits on a private report card. There is no peer to beat, no podium to chase, and little reason to open CQA again...
Until now, CQA scored every call on what was said in it. It could tell you whether an agent greeted the customer, verified their identity and followed the script. It could not tell you whether what the agent said was...
What shipped since our last update Bots can personalise calls from your own data. Database tables now live at the account level, so any bot can use them. Import your data in the UI, and before the conversation starts...
What happened? On 18 September 2026, our routine internal security checks, identified unauthorized access to a storage bucket. Our preliminary investigation indicates that relevant credentials were placed outside...
What shipped since our last update Your bot keeps running when a model goes down. VoiceBot now runs on more than one model and switches to a backup automatically if the one, a bot is using becomes unavailable. Live...
There's a specific kind of silence that happens in a demo when the AI Agent mishears something critical. The customer is sitting across from you, the call goes through, the bot transcribes "cancel my order" as "handle...
SIP-Native Bots or WebSocket Bots: How to Choose, and Why We Support Both There are two ways to get a live phone call into a Voice AI agent, and teams usually pick one by accident — whichever their AI vendor's...
