Product Updates: What’s New This June

TL;DR:

• CommPeak Dialer: Call controls and lead info now live in one window, while new settings block anonymous traffic and AMD has been added to manual dialing. . 
• SoftPhone: Activity logs now group repeat calls into single entries and a new dropdown menu lets agents select predefined routing codes instead of entering them manually. 
• TextPeak: Automated replies now cover after-hours messages, WhatsApp templates can be assigned to specific teams, and the inbox supports searching for conversations with multiple filters at once. 
• CommPeak Portal: We updated the refund interface, simplified how you verify external numbers, and overhauled the way DID identities are verified and managed.

June’s updates close the gaps: missed calls that went unlogged, leads that dropped after hours, anonymous traffic that wasted agent time. Here’s what’s new across the CommPeak Dialer, SoftPhone, TextPeak, and the CommPeak Portal.

Call Management Upgrades

CommPeak Dialer

Agent Workspace

Before: Agents had to toggle between the dialer and various lead tabs to find info or manage a call. It was a fragmented process that broke their concentration. 

The Fix: We’ve combined the dialer and lead information into one window. This puts the call controls and contact details on the same screen so agents have everything they need in front of them while they talk.

IVR for Personal Missed Calls

Before: When a caller reached an agent’s direct line and hung up before the call connected, no data was captured. Unless the agent happened to see it, the lead became a missed opportunity. 

The Fix: We’ve updated how personal lines connect calls so they’re logged the second they start. Even if a caller hangs up before the agent can pick up, the details are saved and appear in the agent’s call log for a callback.

Restricted Number Blocking

Before:There was no way to filter out incoming calls with hidden IDs. Agents ended up picking up anonymous calls that couldn’t be tracked, often leading to wasted time and unnecessary connection charges for untraceable traffic. 

The Fix: You can now block restricted and private numbers before they reach the queue. This prevents agents from getting stuck on anonymous calls and cuts unnecessary spend on connection fees for traffic that can’t be identified.

AMD for Click-to-Call

Before:There was no way to filter out incoming calls with hidden IDs. Agents ended up picking up anonymous calls that couldn’t be tracked, often leading to wasted time and unnecessary connection charges for untraceable traffic. 

The Fix: You can now block restricted and private numbers before they reach the queue. This prevents agents from getting stuck on anonymous calls and cuts unnecessary spend on connection fees for traffic that can’t be identified.

Smarter Messaging

TextPeak

Working Hours and Auto Replies

Before: When a customer reached out after hours, the total lack of response made the brand look inactive. By the time an agent could reply the next day, the lead had often already disengaged or moved on to a competitor. 

The Fix: By defining agents’ working hours, automated replies can now cover messages received after-hours. This way, those messages are no longer ignored, and the reply provides a touchpoint until an agent is back online.

WhatsApp Team Templates

Before: All WhatsApp templates were visible to every agent, forcing agents to scroll through irrelevant options before they could find a response that fit their specific needs.

The Fix: You can now assign WhatsApp templates to specific teams so agents only see the responses relevant to their role. Presented with only the necessary options, it’s easier for agents to send the appropriate response quickly.

Advanced Conversation Filters

Before: Filtering was limited to one attribute at a time. This meant you couldn’t combine different statuses to locate specific conversations, forcing you to manually sort through the results to find the chat you wanted. 

The Fix: The Inbox now supports searching with multiple attributes at the same time for more granular results. Agents can quickly find the exact conversations they need by applying several criteria at once.

Workflow Fixes

SoftPhone

Intelligent Call Logs

Before:The call log was constantly cluttered with missed calls and repeat dials, making it difficult for agents to quickly scan their recent activity and spot important calls. 

The Fix: We’ve introduced call grouping that consolidates multiple attempts to the same contact into a single, expandable entry. Now the history shows unique contacts instead of a raw list of every dial, making it much faster to scan.

Predefined Dialing Prefixes

Before: Agents calling multiple countries often had to manually type in routing or country codes, leading to dialing errors and unnecessary pauses in their workflow. 

The Fix: We’ve added a dropdown menu directly in the dialer bar for pre-configured country and routing codes. Agents choose the prefix from the list to set the correct route before they dial.

Simplified Operations

The CommPeak Portal

We’ve streamlined the CommPeak Portal to make managing your account more logical and intuitive.

• Improved Refund System: A completely redesigned interface for managing and tracking refunds, providing better visibility into your transaction history.
• External Numbers Verification: We’ve simplified the process for verifying external numbers, making it faster to integrate your existing telephony assets.
• DID Identities Reform: We’ve overhauled how you manage identities for DID numbers. This update provides a more organized, central way to handle the documentation and verification required for your global numbers.