What's New in 2025 🎉

Discover the major features and improvements we've delivered throughout 2025. This page highlights the most significant enhancements across UCS Operator and UCS Server.

🌟 AI-Powered Call Intelligence​

Transform your call center operations with artificial intelligence capabilities.

Key Features​

• Automatic Speech-to-Text Transcription - Every call is automatically transcribed with sentiment analysis
• AI-Driven Call Tagging - Calls are automatically categorized based on content
• Call Summary Generation - Get instant summaries of lengthy conversations
• Fulltext Search - Search across all call transcriptions, not just metadata
• Manual Transcription Requests - Request transcription for specific calls via Operator interface

Business Impact​

Get deeper insights into customer conversations, identify trends, and improve agent performance through automated analysis.

📞 uPhone - Next-Generation Softphone​

A revolutionary approach to browser-based telephony that ensures reliability and persistence.

What's New​

• Server-Side SIP Processing - The SIP stack now runs on the server, not in your browser
• Persistent Calls - Your calls survive even if you close and reopen your browser tab

• Automatic Device Management - The system intelligently determines which browser tab handles calls
• One-Click Pairing - Simple device configuration and pairing process

Why It Matters​

Traditional browser-based softphones lost calls when tabs were closed or refreshed. uPhone solves this by moving critical SIP functionality to the server, making your softphone as reliable as a desk phone.

🔐 Modern Authentication System​

Enhanced security and simplified access management across the platform.

Features​

• uAuth Integration - Unified authentication across all UCS applications
• Single Sign-On (SSO) - Seamless access across multiple services
• OAuth Token Support - Easy integration with third-party applications
• One-Time Password - Secure passwordless login for mobile apps

Benefits​

Improved security posture while simplifying the user experience and integration capabilities.

📊 Enhanced Call History & Reporting​

Find what you need faster with powerful search and filtering capabilities.

New Capabilities​

• Fulltext Search - Search call transcriptions with minimum 3-character queries
• Configurable Metadata Columns - Each team can customize which metadata fields are visible
• Advanced Filtering - Visual indicators show active filters
• New Report Service - Modern reporting engine with customizable columns
• Filter Reset - Quickly clear all applied filters

User Experience​

Navigate large call volumes efficiently and extract insights that were previously hidden in recordings.

🎨 Redesigned Dial Interface​

A complete overhaul of the dialing experience focused on speed and usability.

Improvements​

• Infinite Scrolling - Smoothly browse through your call history
• Enhanced Contact Lookup - Faster search with better results
• Call Recording Indicator - Visual indicator shows when calls are being recorded
• Better Visual Feedback - Improved icons and status indicators

👥 Supervisor Tools​

Give supervisors the power to manage teams more effectively.

New Tools​

• Multi-Agent Status Changes - Change status for multiple agents simultaneously
• Outbound Campaign Controls - Adjust campaign aggressivity and priority in real-time
• Real-time Queue Monitoring - New diagram widget visualizes queue flow
• Active Call Management - Hang up agent calls even while supervisor is on a call

Productivity Gains​

Reduce the time spent on routine management tasks and respond faster to changing conditions.

📈 Outbound Campaign Management​

More control and better insights for your outbound operations.

Features​

• External Lead Sources - Integrate leads from third-party systems
• Lead Retry Histograms - Visualize retry patterns and optimize strategy
• Configurable Ring Timeouts - Set custom timeouts per campaign
• Compact Campaign Widget - At-a-glance campaign status
• Dispatch Workspaces - Organize campaigns with workspace support

Campaign Optimization​

Fine-tune your outbound campaigns with data-driven insights and flexible configuration options.

📱 Mobile App Support​

Extend UCS capabilities to mobile devices with full feature support.

Mobile Features​

• Application Provisioning - Automatic configuration for mobile devices
• Push Notifications - Never miss an incoming call
• Passwordless Login - Use one-time passwords for secure access

Mobility​

Agents can work from anywhere.

🔧 Call Metadata & Tagging​

Capture and search custom data associated with every call.

Capabilities​

• Configurable Call Metadata - Define custom fields for your business needs
• Searchable Metadata - Find calls based on any metadata field
• Call Tags - View tags in call details for quick categorization
• Metadata Filtering - Filter call history by custom metadata values

Customization​

Tailor the system to capture the exact information your business requires.

🎯 Integration & Customization​

Better tools for embedding and customizing UCS Operator.

Developer Tools​

• Enhanced SDK - Comprehensive API for embedding Operator in other applications
• Configurable Speed Dial Icons - Customize icons via integration configuration
• Theme Customization - Persistent theme settings and easy switching
• Settings Administration Tool - Superuser tools for inspecting and upgrading settings

Integration Possibilities​

Embed UCS Operator seamlessly into your existing business applications.

⚡ Performance Improvements​

Behind-the-scenes optimizations that make everything faster.

Optimizations​

• Lazy Loading - Load widgets and resources only when needed
• Reduced Memory Footprint - More efficient handling of waiting callers
• Optimized Event Matching - Server-side event processing improvements
• Faster Widget Rendering - Modern settings API reduces render time

Experience​

Smoother interface, faster page loads, and better overall responsiveness.

📞 Recording Enhancements​

Greater flexibility and control over call recordings.

Recording Features​

• On-Demand Call Recording - Start recording any call manually
• Azure Service Integration - Cloud-based transcription services
• Recording Download Auditing - Full compliance tracking
• Automatic Lookup Display - Last 10 calls shown automatically in lookup

Compliance​

Better tools for meeting regulatory requirements and internal policies.

🌍 Localization & Accessibility​

Improved support for multiple languages and better visual indicators.

Improvements​

• Complete Language Support - All features fully localized
• Enhanced Czech Translations - More accurate and natural translations
• Better Visual Indicators - Clearer icons and status displays

💼 Business Benefits Summary​

Operational Excellence​

• Improved Call Quality Insights - AI-powered analysis reveals patterns
• Reliable Softphone Experience - Calls persist through browser issues
• Enhanced Security - Modern authentication protects your data

Team Productivity​

• Better Supervision - Multi-agent controls save management time
• Increased Efficiency - Superior search and filtering capabilities
• Customizable Experience - Tailored workflows for different teams

Flexibility​

• Mobile Workforce Support - Full mobile app integration
• Integration Ready - Enhanced SDK for custom integrations
• Scalable Architecture - Performance improvements support growth

Have questions or need help with any of these features? Contact our support team for assistance.