Release 2.2 (March 2021)
What's new
We've added a number of new features:
Extended Zendesk Search within your contact flows. This enables driving the business logic of either DTMF-driven (classic IVR) or conversation-driven (LEX bot) contact flows, based on query results from the Zendesk Support API. Search customers by detected phone number or a custom field like account number or search by anything else supported by Zendesk API via flexible search templates.
Advanced speech analysis with Contact Lens. By enabling Amazon Contact Lens the call transcription, sentiment analysis, categories, and other conversation characteristics can be appended to your Zendesk tickets after the call has ended.
Due to the release of the functionality to use Speech Analysis via Contact Lens, we have deprecated the previous version which used Transcribe and Comprehend services. End of Support for Transcribe and Comphrend services will come into effect from 1st July 2021.
Pause and resume call recordings will allow agents to pause and resume call recordings at any point during a call. This will help ensure that sensitive data that a caller provides will not be stored or collected, and also helps in instances where the caller does not want their call to be recorded.
What's improved
Media-less mode separates call communication (media) from other functions in a separate softphone/CCP window. This allows an agent to reload the Zendesk application without interrupting a live call. It also supports running the app in Virtual Device Infrastructure environments.
Call-backs are now fully supported.
The app can now be opened in multiple tabs.
We've added a number of new features:
Extended Zendesk Search within your contact flows. This enables driving the business logic of either DTMF-driven (classic IVR) or conversation-driven (LEX bot) contact flows, based on query results from the Zendesk Support API. Search customers by detected phone number or a custom field like account number or search by anything else supported by Zendesk API via flexible search templates.
Advanced speech analysis with Contact Lens. By enabling Amazon Contact Lens the call transcription, sentiment analysis, categories, and other conversation characteristics can be appended to your Zendesk tickets after the call has ended. Note that we are consequently deprecating real-time speech analysis which will be removed in release v2.3.
Pause and resume call recordings will allow agents to pause and resume call recordings at any point during a call. This will help ensure that sensitive data that a caller provides will not be stored or collected, and also helps in instances where the caller does not want their call to be recorded.
What's deprecated
Speech Analysis via Amazon Transcribe & Comprehend and the Zendesk sidebar application. Customers should upgrade to the new version https://help.voicefoundry.cloud/zendesk/enabling-amazon-connect-contact-lens-for-zendesk-t