New Features in 2019 R3

This section lists the features that are new in the CIC 2019 R3 release, which is planned for August 20th, 2019.

• Genesys and AudioCodes Firmware Upgrade

• Interaction Analyzer Statistics

• Interaction Optimizer AI-Powered Scheduling

• Interaction Connect Support for Arabic

• Journey Map

• Interaction Desktop Improved Accessibility Compliance

• User-defined Pronunciation Dictionary Support

• Interaction Dialer now supports SMS

• Limitations on outbound SMS messaging

• Interaction Dialer Digital History includes SMS data

• Real-time SMS Totals

• Interaction Dialer now requires Microsoft SQL Server 2012 Native Client

• Skill Set Columns in Interaction Supervisor

• JSON Support for VXML Applications

• Event-level IVR Data Logging