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Product Updates 2025

 

What's New? 

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

November

Features 

  • Order phone numbers directly inside Outbound! With just a few clicks, order the numbers you need, monitor the status, and have them delivered directly into your account
  • See how your numbers are performing by checking the contact rate percentage in the Caller IDs page. Read about this, and how to order numbers in this guide
  • If you're running Predictive Dialer Campaigns, we've rolled out our new, competitive algorithm, tested and proven to increase your contact rate even more. Read about it here

Fixes & Improvements

  • Fixed a bug that affected scrolling a segmentation list for customers with many segments
  • Fixed an error that occurred when users tried to add a KPI to a lead pool overview

 

October

Features 

  • Get quick summaries, suggestions, and talking points from notes on the Contact Page with SmartNotes AI. Read more here
  • You can now cold transfer calls to other agents when working in a Predictive Dialer campaign 
  • We've added a top bar notification for user alerts

Fixes & Improvements

  • Fixed a bug that prevented cloned campaigns from automatically opening on the settings page

 

September

Features 

  • Play music when you put a lead on hold! Learn how to do that here
  • We've built a hub for all your campaign triggers: create, manage, clone, edit..all from one easy overview! Read more
  • You can also build and test your own HTTP triggers with our new builder. See how
  • Create more customised segments and target your outreach by adding multiple active time slots in one day 

Fixes & Improvements

  • We've made improvements to the predictive dialer algorithm so it adjusts as agents log off
  • Fixed an error that caused a mismatch between local timezone and the active date and time in campaign settings
  • Extended SmartHub capabilities to support more options for manual redials. Not using SmartHub? Reach out to support or your CSM to see how it can optimise your workflow 

July

Features 

  • Find fast answers to your questions with AI summaries in our new help center!
  • Get more insights into agent behaviour in Live Operations, which now displays if they're on Pause, and for what reason

Fixes & Improvements

  • See which campaigns are using Campaign Template Views in the Campaign Overview page
  • We've fixed a bug in Predictive Dialer Admin that caused an incorrect over-dial rate to be displayed
  • Some scheduled jobs failed if the report it was sending contained the First and Last Call Date & Time KPIs. We've fixed it

June

Features 

  • If you're using Incoming Calls, you can now configure your own DialBack options directly in Incoming Configuration
  • We've expanded your Caller ID overview page, so you can now view data on number ownership and expiration
  • Expired leased numbers are not able to be added to Dynamic Caller ID rotations
  • Creating new users is now quicker, as we have updated our User Roles and their permissions

Fixes & Improvements

  • You can now create triggers using the call status 'Follow-up Redial'
  • We've optimised the speed of Incoming Call Reports so loading takes less than 3 seconds
  • We've fixed a bug in campaign templates so the Import Name validation check is case-sensitive
  • We've fixed a bug in the predictive dialer that causes certain leads to be locked with the status Unresolved
  • For customers using "last modified date" as a segment rule in Flows, we have fixed a bug that prevented the date from updating correctly if it is added or removed from a segment in Outbound
  • We've fixed a bug prevented Job Scheduling reports from being opened correctly

May

Features

  • Add wait music to your incoming call queue, and customise the flow with personalised messages
  • If you use Flows, you can now update a lead's lifecycle status in Flows, depending on which Outbound status they have. Head to Status Mapping in this guide to learn more
  • You can now activate a random delay for incoming calls. Read how it works here.

Fixes & Improvements

  • Fixed a bug that prevented the deactivation of users in Outbound.

April

Features 

  • Call recording can now be managed more robustly from Administration > Projects. The default is Don't Record, making it easier to be GDPR compliant. Click Call recordings in this guide to see
  • Select both campaigns and segments to call from the campaign selection page, and maximise your leads
  • Segments now automatically update with new leads once they're uploaded. See the new Automation setting in the Segment builder.

Fixes & Improvements

  • Fixed a bug that prevented certain users from deleting or deactivating SMS templates
  • We've added more logging so technical issues can be located and analysed quickly.

March

Features 

  • Added more KPIs to the Predictive Dialer Performance page, giving greater insight into how campaigns are performing
  • We've also include a start time counter in the report, so you know how long the campaign has been active for that day.

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
  • 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

February

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.

January

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 (.)

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