We are excited to announce the successful deployment of our OneUI client across all platforms. This release includes new Windows and Mac clients, an updated Android app, and UI improvements for iOS, Web, and all other clients. With OneUI, users will now experience consistent functionality and design across all devices, ensuring a seamless user experience. Additionally, the update introduces automatic failover to WebRTC when SIP encounters router or network issues, improving reliability.
New Client Versions:
- Windows/Mac: 9.2.0
- Web: 30.0.0
Key Features in Release 30:
- UI Overhaul: A more intuitive interface, making it easier for users to access frequently used functions.
- Real-Time Stats Tracking: Agents can now monitor their performance in real-time.
- Personal Phone Book & Favorite Contacts: Quick access to personal and favorite contacts.
- Improved Search: Enhanced search functionality for Contacts and Queues.
- New Agent State – "Private Calls Only": Allows agents to remain available for direct calls while pausing queue interactions.
- Enhanced Call Management: Improvements to adding parties to calls, transfers, and conferences.
- Chat Notification Enhancements: Option to play a subtle tone when receiving new chat messages.
- Stereo Voice Recordings: Audio recordings are now stored in stereo, with agent and customer audio separated for better analysis.
- Alternative SIP Port Option: Configurable SIP port options to mitigate issues caused by routers with poor SIP ALG implementations.
- Auto-Switch to WebRTC: Seamlessly switch from SIP to WebRTC when SIP issues are detected.
- New Hardware Notifications: Notifications will alert users if no microphone or speaker is connected to their PC.
- Enhanced Browser Support: Open URLs in the default OS browser.
- AI Agent View (Preview): This feature will show a summary of previous calls and important CRM data, to be activated after the full AI rollout.
- New Windows and Mac Applications: These updates include a scalable app architecture, an improved built-in browser, and better SIP phone functionality.
- Android Update: The Android app has been updated to meet the latest platform requirements.
Chat Enhancements:
- Bot Navigation: Agents can now navigate back in a bot script to modify previous answers.
- Bot Script Archiving: Bot scripts are now visible at the top of conversations and archived chats.
- CTI Fixes: Resolved issues with multiple CTI executions in a single bot conversation.
- Visibility Options: Added four new options/conditions to control when the chat button is visible.
New Portal Features:
- AI Discovery & Call Analysis Profiles: These can now be created at the customer level or within a contact center.
- Manual and AI-Assisted Insights: AI-assisted insights creation, unique to Contivio, provide enhanced call analysis capabilities.
- Media-Specific Queue Configurations: Set up AI-driven discovery or call analysis based on specific queue/campaign configurations.
- AI Analysis Veto Options: Allow users to veto AI analysis based on configurable settings.