Product Updates 2025

Here's what we've been working on this month

March

Features

If you are forwarding a call to a number that has an IVR, you can now interact with the IVR and ensure the lead is forwarded to the correct department
Added more KPIs to the Predictive Dialer Performance page, giving greater insight into how campaigns are performing
We're also include a start time counter in the report, so you know how long the campaign has been active for that day
For customers whose agents might be using hacks to receive more incoming calls, we've created a solution that will temporarily stop them from dialing for a short period of time. Interested in trying it out? Reach out to your customer account manager to enable it

Fixes & Improvements

We've implemented 'Today' as the default search scope in all your statistic pages
You can now set-up transfer rules in opening hours for your incoming calls queues
It's easier to see in the lead log when a call has been placed by the Predictive Dialer
Fixed a bug in the lead log showing incorrect user name
Fixed a bug in calendars that prevented some external events from displaying
Fixed a bug for missed incoming calls, where the notifications didn't follow the same timezone as the computer
We've added an automatic refresh to the lead pools page after uploading leads
Fixed a bug that caused dependencies in a campaign template pick list to be lost if results are rearranged
We've added an Always Active option for campaigns
You can now change the status of leads in a deactivated campaign
Fixed a bug that prevented lead pools from being deleted
Fixed a bug that prevented email content from being added to the contact page lead log, if the email contained HTML

Features

Customers will experience a faster service when loading reports, lead views, or uploading leads - up to 36% faster to be exact, as we have optimised memory and its affect on our CPU

Fixes & Improvements

You might notice that we have 'renamed' New Lead Admin, to just Lead Admin. For those that still have legacy access to the original Lead Admin report page, we've renamed this to Old Lead Admin
We have fixed a bug that caused some calendar appointments to not display correctly
We've also worked on creating a clearer user experience when updating leads from Lead Admin: remember, bulk editing leads (1 lead or more using the checkbox selection method) from Lead Admin will not update the Last Modified By name - but it will show in the Lead Log.

Features

We've changed the way Predictive Dialer works to increase contact rate, and dramatically decrease wait time for agents
Caller IDs are now reused when incoming calls are saved as Private or VIP redials - meaning the lead will be shown the same Caller ID as the number they originally called

Fixes & Improvements

If you're working with calls that have a fixed dialing time, you can now clearly see the time interval in Lead Admin
Data type selection is easier when creating a Campaign Template, as types are sorted into more categories
It's now possible to delete filters in WorkForce Management
We've made improvements to Dialer Settings in Campaign Management. Now you can choose to enable Dial Through or Hide Lead Data when calling with the Predictive Dialer
Fixed a bug when logging into mobile calendars with a country code
Fix a bug affecting how columns in Lead Admin are rearranged
Fixed a bug that caused Preparation Time on some calls to not be recorded
Fixed a bug that showed the Lead Log to users without the correct permissions on VIP and Private Redials
Fixed a bug that caused timezone issues in the calendar when synced with a Microsoft account
Fixed a bug that caused sending issues when setting up Job Scheduling outside of CET
When calling a lead from Lead Admin, agents will not be presented with an incoming call, if one enters the queue before the agent clicks Dial
Fixed a bug that prevented the correct display of all values when creating a custom KPI
Fixed a bug that prevented Campaign Template data fields being used in a Formula, if they contained a period (.)