BPCC 5.34.0 Release Notes

Added/Updated Features

AI Summaries and Real Time Suggestions in Communication Widgets

Agents can now receive AI Summaries and Real-Time Suggestions for voice and chat interactions directly within supported CRM widgets. This provides agents with AI assistance tools in their primary work interface.

• When Real Time AI Summaries are configured, the summary appears in the widget after the interaction, similar to the Agent Desktop.

• When Real Time Suggestions are configured, the widget displays suggestions to the agent during the course of the interaction. If a suggestion includes an appropriate screenpop URL for the CRM where the agent is working, this will open as well.

This functionality is available in the following widgets:

• Dynamics CIF 1.0

• Dynamics CIF 2.0

• Salesforce.com

• Zendesk

• ServiceNow

• Integrations using the Standalone Universal Repeater (API)< Previous | Next >