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Release center January 2026
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January 2026

VCC Live AI Voicebot

Use AI Voicebots for inbound or outbound calls in VCC Live without integrating a third-party provider. The VCC Live AI Voicebot is using generative voice AI to perform the given tasks. You can parameterize the instructions for the AI, the voice to be used, and the speed of the voice. You can also call different functions during the call, with which the AI can, e.g., query data in real-time. It is also possible to pass data from VCC Live directly to the AI Voicebot, so it is already present as context. VCC Live Text-to-speech also now supports these generative voices. Reach out to us to learn more or read the user guide here.

Agent Mobile App

Log in from mobile devices as an agent to handle your inbound and outbound calls. A compact version of the Agent interface is now available on major mobile platforms (available in the Google Play Store and in Beta testing for the iOS platform). The app supports all major call functionalities, status handling, call recording, and tracking in call and user statistics. This app can be a natural extension for your operation in case your agents need to handle calls on the road or outside of the office. Try now with your agent credentials. Check out the user guide here.

Other new features released

  • In VCC 360 webchat, both the agent and the customer can now see when the other party is typing
    • Typing is shown if one of the parties has input already in the input field
    • The typing animation stops after 10 seconds of inactivity or if the agent leaves the work item
  • The Chat log now includes the following new fields:
    • Record ID
    • Number of times the chat was transferred
  • The User-based statistics and the Dashboard include a new KPI that captures the number of chat transfers
  • Next to email templates, their ID is now also displayed. This can be useful for email workflows.
  • Users can now save IVR variables, including ‘-’ characters
  • The API for creating QM assessments now includes an additional boolean variable (‘active’). It is true by default, but users can now set it to false, in which case the QM assessment won’t appear for agents.
  • The number of fields that can be included in the CDR Log has been increased from 10 to 50
  • Chat logs can be downloaded via API. The API response includes all relevant metadata and the entire chat discussion as well. It is possible to filter chats by user ID, record ID, and chat Start Date. Read more about it here.
  • VCC Live 360 now supports the following features:
    • Search by indexed text fields in the Global search
    • Possibility to resize the sidebar between upcoming and in-progress items
    • Display of interactions waiting in call and chat queues for the agents
    • Opening URLs in the desktop app
    • Handling Robinson-list settings
    • Selecting which column presets to display for Agents in User-based statistics
    • Compact sidebar layout
    • Viewing all the tickets of a customer from an existing ticket
    • Displaying ticket changes in Activities
    • Attachments in a draft email can now be downloaded now supports the following features:

Other updates and bug fixes

  • It is now not possible to save a Query Data process in an IVR with a field name called ‘limit’
  • The speed of mass project deletion action has been increased
  • An error occurred if a too large number would have been saved into a statistical field
  • The notification about the number of new emails showed an incorrect number if the user is logged in to multiple projects with an email queue
  • The number of waiting clients in queues showed an incorrect number in some cases after the release of a new version
  • Values in the vcc_score field after a call were rounded incorrectly in some scenarios 
  • An inbound call could have been incorrectly disconnected if an agent didn’t pick it up from the queue in time
  • CDRs couldn’t be exported on an account with Mass export if the account had no export pattern
  • In the User state log, the state name remained empty when the user was in a custom state
  • The number of calls waiting in a queue showed an incorrect number if certain IVR actions were used in a loop
  • If a call was hung up in the IVR during playback, then it could receive an incorrect disposition
  • Database import’s speed has been enhanced
  • Supervisors didn’t appear in the User-state log and User-based statistics API requests
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