Release center July 2022

July 2022

New Outbound IVR capabilities

We’ve added two new functionalities to Outbound IVR (OIVR) projects:

  1. “Exceptional Closing Hours” – this new setting allows our users to set temporary closing hours without having to modify the Business Hours settings. 
  2. Mandatory OIVR Agent Login –  situations where there is no agent logged in to a project with an OIVR campaign are now avoided with a new mandatory agent login function.

Learn more about OIVR projects on our dedicated page here.

Ticket automation and transfer

Users can now set up automation for tickets and define the next required steps. Emails can also now be transferred between different queues and departments meaning that agents only handle emails that fall into their specific area of expertise. 

Learn more about ticket automation here.

Facebook page integration

Users are now able to manage comments on Facebook pages directly from the VCC Live platform. After connecting a Facebook page to VCC Live customer comments from the account are directly allocated to agents, who can reply to comments and assign as issues via the Tickets function in VCC Live.

Bulk email functionality

Did you know that you can use VCC Live’s software for email campaigns? Reach targeted or large-scale audiences with our bulk email function.

Read how to set up email campaigns here.