TL;DR:

AI voice agent integration (coming soon): Connect AI voice agents to the CommPeak Dialer and manage them alongside human agents within the same predictive dialing environment.
More flexible voicemail detection: Choose how unconfirmed calls are routed, sent to an agent or filtered out as voicemail.
Expand your OTP channels: Deliver verification codes through WhatsApp, Telegram, voice calls, or SMS, with automatic failover between channels.
Faster Portal navigation: Get answers about your account from an AI assistant or use the new Portal search bar to quickly find DIDs, SIP accounts, CDRs, and other information.
More flexible Softphone settings: Set how long incoming calls wait before auto-answering and check network and audio status indicators during calls.

This August, we’re introducing new ways to bring AI voice agents into your existing calling operations, expand your OTP delivery options, simplify account management, and make everyday calling easier to manage. These updates give you more flexibility in how you run your operations while making it easier to get the most out of the CommPeak platform.

ADVANCED CALL MANAGEMENT

CommPeak Dialer

True efficiency comes from having complete authority over your calling workflows without the extra administrative work. Our latest changes simplify your daily management and make it easier to run all your calling assets together.

Run AI and Human Agents in the Same Predictive Dialer

Before: If you used AI voice agents, they existed outside your predictive dialing environment, disconnected from your calling rules and your human agents’ workflow. You would have to manage your AI and human agents as two separate teams, doubling the oversight work.

Coming Soon: Connect your preferred AI voice agents, like Vapi, ElevenLabs, or LiveKit, into the CommPeak Dialer. By integrating them directly into your main operational flow, you can manage and oversee your human and AI agents as one collaborative team. Find out more about AI voice agent integration.

Advanced AMD Modes

Before: Answering machine detection had only one setting, which could be toggled on or off, applied the same way across every campaign. Unsure calls, the ones that weren’t clearly human or clearly voicemail, defaulted to an agent regardless.

Now: You can now choose between two detection profiles. Standard Mode routes both live calls and unclear calls straight to agents while Strict Mode only connects confirmed live callers, blocking voicemails and any call that can’t be confirmed as human. Read more about Voicemail Detection Modes.

STRONGER AUTHENTICATION

TextPeak

Using Standard SMS for OTPs can be expensive and unreliable in many regions. We introduced Omnichannel OTP to give you more reliable, cost-effective authentication channels worldwide.

Send OTPs via WhatsApp, Telegram or Voice Calls

Before: Sending one-time passwords via SMS limited your reach, risked delivery failures in regions with unreliable mobile infrastructure, and paying international texting rates on every code could be very expensive.

Now: We developed Omnichannel OTP, allowing you to choose among WhatsApp, Telegram, voice, and SMS when sending OTPs, so you can build a custom sequence. If a code fails to deliver on one channel, TextPeak automatically moves to the next channel, resulting in higher overall delivery success. Adding these internet-based channels also means better global coverage and significant cost savings compared to only using SMS.

Additional developments include:

Voice OTP calls: A more secure option that is much harder to intercept than standard SMS. Read more about creating voice streams.
WhatsApp Authentication templates: A way to deliver codes over WhatsApp using the same workflow as your other templates. Read more about managing WhatsApp templates.

We wrote more about Omnichannel OTP and also posted a blog about why SMS is not enough. You can also read about how to set it up here.

FASTER ACCOUNT INSIGHT

My CommPeak Portal

We updated the CommPeak Portal to make everyday account management much faster. These changes help you find information quickly and keep better track of your account status.

Speaky: Your AI Assistant

Before: If you wanted to know something about your account balance, invoices, SIP setup, or DID configuration you had to search through our documentation portal or open a support ticket and have to wait.

Now: For your convenience, we developed Speaky, an AI assistant, accessible from the bottom right corner of the screen. Drawing on information from your account and the documentation portal, Speaky can quickly answer your questions, saving you a lot of time. Learn more about Speaky AI Assistant.

New Portal Search Bar

Before: Finding a specific DID number, SIP account, or CDR required clicking through layers of menus, and was a time-consuming task.

Now: We added a new search bar in the top navigation, covering menus, pages, and page content. Now you can type in what you’re specifically looking for, such as a report, name or number, and you are directed to the correct page.

IMPROVED CALL EXPERIENCE

Softphone

Communication tools should adapt to how people actually work. These updates give users control over call answer delays and show audio status issues in real time.

Customize Your Auto-Answer Delay

Before: Auto-answer ran on a fixed delay, leaving you with no way to adjust the timing to match your workflow.

Now: You can now customize the delay timing for incoming calls from 0 up to 99 seconds, allowing you to adjust how quickly agents connect with the next call. Find out more about Auto Answer.

On-screen Network and Audio Status Indicators

Before: Mid-call audio problems were hard to diagnose, and it was difficult to understand what was causing the issues.

Now: Live status indicators for TURN, STUN, and Noise Suppression now appear on screen during a call. If audio quality dips, users can check the indicators to see exactly what’s causing the problem.

Our August updates give you more practical options for your daily operations. Most of these features are already live and ready to use in your account. Log in to your CommPeak Portal today to try them out, or contact our support team if you need help getting started.

Product Updates: What’s New This August