Developing VCC Live – 7 key releases in 2023

2023 was a fruitful year for new releases and software updates. Some developments came from in-house ideas, others were requests from teams who use VCC Live in their daily operations. And here’s a secret about client requests at VCC Live: when someone asks for a new feature or capability that aligns with our vision and strategy, we’ll build it and make it available for everyone.

It doesn’t mean that one client’s request will alter the software for all users; these new additions can be enabled and disabled optionally, allowing customers to truly tailor VCC Live to their own projects’ needs.

Let’s go through some of our most memorable releases to see how we improved VCC Live together last year.

1. Expanding VCC Live’s chat apps integration

Customers have been able to sync WhatsApp and Messenger with VCC Live for a while now. In 2023, we expanded our chat apps integration to support many other options, such as Viber, Instagram, Telegram, WeChat, WhatsApp Business and more.

This functionality allows teams to handle inbound messages initiated from chat apps via VCC Live’s interface, benefitting from various useful features. For example, you can convert chat conversations into tickets, swiftly transfer chats among agents, or use automatic replies.

Later on, we expanded this integration, allowing users to send attachments when using chat apps via VCC Live. Sending multiple attachments at the same time is also possible with a maximum size of 10 MB per message.

2. Adding Looker Studio integration

While VCC live has its own reporting tools, some businesses may want to complement them with advanced BI capabilities to display additional data from third-party systems. Our Looker Studio integration was built exactly for these purposes, inspired by one of our clients’ request.

This integration provides deep insights from various sources while enabling teams to visualize data in a meaningful way. There’s a possibility to create detailed reports with graphs and charts, making data accessible and easily understandable for non-technical audiences as well.

3. Deactivate records from dialing

When you use some form of auto dialer in your outbound campaigns, it’s important to make sure you don’t bother people who do not want to be contacted multiple times. Not only does it reflect negatively on your brand, but you can also be penalized for spam calling – in extreme cases, you can be fined as much as 225 million dollars.

Luckily, VCC Live has various functionalities that prevent you from such accidents. One of them is the process of deactivating records from dialing, which we streamlined in 2023. Previously, in order to deactivate a record, its disposition needed to be modified. We have added a new capability that allows users to deactivate and later reactivate any set of records within projects without changing their disposition with a simple activate/inactivate option among Actions. It’s important to note that only callable records can be inactivated that are not currently in a call.

4. Self-service setup option for OAuth

According to a survey, 61% of customers prefer a mix of self-service options and human assistance – especially if it leads to faster resolutions. Having this information in mind, we have reviewed our OAuth processes to better serve our users.

Previously, in order to implement Single Sign-On with OAuth 2.0, clients had to send all necessary details to our support team. From now on, all parameters can be accessed via the admin interface, allowing you to set up everything based on your preferences. Once you’re done, you can simply ping our support team to enable the SSO feature for you. This method is more secure and a lot faster than the previous version.

Later on, we added the ability to connect an email account with OAuth 2.0 authentication protocol. The process is quick and easy: simply select OAuth as your authentication method of choice when you create a new email account.

5. Creating templates for Agent skills

When you have lots of agents in various queues, assessing their skills can be time-consuming. To help you streamline this process, you are now able to create templates for agent skills in VCC Live. Once you create a template, you can easily apply it to various agents, which means setting up their typical skill set will only take a few clicks.

A few agent skills to consider in your template include empathy, problem-solving skills, positive attitude and patience – all of which can be improved by coaching or even training games.

6. Transfer a call to a queue in VCC Live for Salesforce

Last year, we also made some changes to our Salesforce integration. Previously, agents were unable to transfer a call unless they knew exactly which agent they wanted to forward it to. Agents can now transfer calls to any queue of a project that they’re logged into.

Check out some useful capabilities of our Salesforce integration here:

7. New languages for text-to-speech voice generation

In order to support users from all around the world, we have added several new languages with which voice files can be generated using the text-to-speech module, including Arabic, Basque, Bengali, Bulgarian, Catalan, Chinese, Danish, Dutch, Filipino, Finnish, French, Galician, German, Greek, Gujarati, Hebrew, Hindi, Icelandic, Indonesian, Italian, Japanese, Kannada, Korean, Lithuanian, Malay, Malayalam, Mandarin Chinese, Marathi, Norwegian, Polish, Portuguese, Punjabi, Serbian, Slovak, Spanish, Tamil, Telugu, Thai, Turkish and Ukrainian.

Check out some other releases

If you’d like to keep up with our most recent developments, head over to our Release Center for monthly updates on what’s new in VCC Live.