Vonage Contact Center: 2025.1 Release Can Take Your Contact Center to a Whole New Level
Following customer feedback, we’re moving to three releases per year, with 2025.1 in February, 2025.2 in June, and 2025.3 in October. Watch for the 2025.1 release the week of Feb. 24. In the meantime, here’s a quick look at the latest enhancements and developments.
Important Announcements
Shim Calling applet renamed to “Route to interaction plan”
VCC Intelligent Workspace (our new AI-powered omnichannel interface into the VCC platform)
Customer 360 features
Agent Assist
Message-type interaction plan
Channels UI and lifecycle profiles for email
Pause and resume recordings
Centralized Scheduling — generally available
Admin portal UI changes
Bulk download for interaction content
Team Monitoring: Abandon interactions
Team Monitoring: Voice monitoring in Ready for outbound state
Last In, First Out Queue type
Increased Queue timeout
Two-factor authentication (WhatsApp and SMS)
reCAPTCHA login flow enhancement
Enhanced security page
Beta/Early Access
Historical Analytics: Queue events dataset — Beta
Feature Retirement
Real Time (legacy) — retired
Secure File Transfer Protocol (SFTP) for call recordings — retired
Salesforce managed packages
Rollout Starts Soon
The Vonage Contact Center 2025.1 release rolls out the week of February 24.
If you want to know more about how Vonage can help your organization, be sure to check out our cloud-based contact center.
