April 13, 2020 - Upgraded WebChat/ICR - scheduled for Apr 27

Introducing, NEW WEBCHAT STYLING. Chat queue and ICR will have an updated styling feature. The functionality remains the same, but the look is clear and modern.


  • Chat queue settings: Updated Styling tab
  • Chat queue: New preview available on the Styling tab. The preview reflects all the settings and gives an understanding of how the chat appears on your site
  • ICR settings: Updated styling tab
  • ICR: New preview available on the Styling tab. The preview reflects all the pages and the chat queue when a button appears that leads to a chat queue
  • Mobile experience out-of-the-box
  • Existing chat queues and ICRs will not be upgraded.

January 5, 2021 - NOW AVAILABLE FOR DOWNLOAD - Desktop Call center Agent (CCA) Version 12.6

The Desktop Call Center Agent (CCA) version 12.6 is now available for download and installation for all accounts hosted in our TOR and UK centers. Visit the Client Software page in your Administrator Portal to download.

What’s new in this version:

  • Enhancements: Added support for file-based communication for all CRM connectors. Added support for OKTA as identity provider (SSO).
  • Bug Fixes: Fixed a bug that could cause wait time for suspended emails to be displayed as a negative number. Fixed a bug that caused classification information to not be sent to CRM connectors under certain conditions.


November 24, 2020 - Easy IVR - scheduled for December 1, 2020

IVRs, or Interactive Voice Response systems, are important in any organization that handles a significant number of callers, such as contact centers. Having the ability to quickly and easily design IVR applications is important for the smooth operation of such organizations.

Introducing, Easy IVR. This is a new feature of our Contact Center system. It does not replace IVR Studio Express, but helps design IVRs in a faster, less complex way.


  • Accessible through Administrator Portal (i.e., Easy IVR is embedded in Admin Portal and there is no need to open a new window).
  • Helpful wizard guides through each step of the design of the IVR application.
  • User-friendly UI

How do I get this feature?

  • The new feature will be automatically available for use.
  • No intervention is required from a Service Provider.

September 15, 2020 - Evaluator Reskin

  • Table columns have been expanded to make the content easier to read
  • Thumb up/thumb down icons have been replaced with emojis
  • Softer colors have been implemented to make it easier on the eyes.

September 1, 2020 – Dynamic Notifications Update; Additional Caller ID; Desktop Caller Center Agent Update

Dynotes SMS Acknowledgement and SMS Opt out: System administrators with access to creating and editing campaigns can now define how contacts should respond to SMS messages sent by the campaign, or what actions the system should take when the contact sends an unexpected reply or the contact wants to opt out of the campaign. 

  • Manage acknowledgements after you’ve created the campaign
  • Configure up to 5 expected responses with any of the following options: Acknowledge and do nothing else, Acknowledge and send to Chat Queue, Acknowledge and Send to Email, or Opt out of the campaign
  • Configure the message to send when the contact replies with an unexpected response and configure the number of tries that the contact can send an unexpected response
  • Configure the message to send and the actions to take when the contact has exceeded the number of tries for unexpected responses: Ignore, Send to queue, Send to email, or Send to web service endpoint.

Additional Caller ID: 

  • Manage a list of caller ID numbers that teams of agents can use when making outbound calls
  • Provide descriptive names to the caller IDs so that call recipients can see who is calling. 

Desktop Caller Center Agent (CCA) Version 12.4.40:

  • Chat functionality was enhanced to support the following scenario: User A creates a session with User B, but doesn’t send any messages. User B then creates a session with User A. In the previous version, User B would have received an error and would not have seen a chat window. In this new version, User B sees the chat window and can send a message. User A receives the message in the existing chat window
  • Classification information window has updated logic. Now, caller-type dependent fields (acct, claim, provider) are displayed and their enabled/disabled status is updated accordingly when displaying the information.