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Early Preview

Early Preview includes new features and enhancements that are actively being worked on and lined up to go live across all customers in the next 2-3 weeks. Our Early Preview runs on a separate URL from live production, and can be visited at https://cx.getcloudcherry.com/preview. All pushes to Preview happen post QA.

Visit What's New to learn about recent releases that are live.

Last Updated on May 25, 2020

Fresh from our kitchen

Check out what's new from our kitchen, and help shape our product and foster ongoing innovation with your feedback and ideas!

Auto height adjustment for widgets
  • Now widgets added to spaces will automatically adjust the height based on data density and chart type. This ensures that the widgets are easy to view and enhances data legibility across desktop and mobile.

  • Users no longer need to configure height for widgets while creating them. Widget height is automatically determined based on the chart and visualization type. Users can choose to override this and define a preferred height if they want to.

Restore space filters
  • Users can restore filters back to their original state as published by its creator. This feature will be available only for syndicated space that are assigned to them.

  • This makes it easy for users to apply custom filter to any syndicated spaces, as they can quickly roll back to the filter set the space was originally published with.

What's Coming Up?

We are always working on bring you new features, enhancements and fixing things.

Here's a few things coming soon, grouped into Near Term (< 3 months) and Mid Term (3-9 months).

Near Term (< 3 months)

All of the features are committed roadmap items that are in various stages of our dual-track discovery and agile product development cycle.

New invitation management enables omni-channel invitation workflows at scale
Near Term
  • Global delivery invitation management enables a personalized experience for receiving survey invitations across various channels on the journey using workflows that can be configured and reused across chosen transmission channels like SMS/Email/Mobile/Web while requiring no PII information in the Webex Experience Management platform.
'View Dashboard As' to enable easier admin management of large number of spaces
Near Term
  • Minimize configuration errors with validation and troubleshooting Now an admin (r/w user) can setup a user profile with all the configurations and then validate them by our “View As a Sub User” feature. This allows the admin to see the different spaces and dashboards as it would appear to them when rolled out. This will help them validate the configuration and troubleshoot if required.
DIY usability enhancements
Near Term
  • UX enhancements across some key modules of the product like questionnaire builder, user management, etc. to allow users to create and modify content with ease. Additional guardrails to prevent the user from setting things wrong.
Trend widget creation in Global Metric Library
Near Term
  • Ease of creation of trend widgets with a dedicated workflow in Global Metric Library
  • Ability to set up rolling time periods easily while creating the widgets.
  • All existing trend widgets will start displaying the configured rolling time range at the bottom.
Upload responses
Near Term
  • An all new workflow for CX admins, allowing users to create new responses in Experience Management by uploading the data in an Excel file.
  • Ability to set a time zone for the data being uploaded to ensure responses are created with the correct date and time stamp.
  • Failure status post processing sent via email includes an attachment with details for reason for failure.
Notification UX enhancements to ease notification creation
Near Term
  • Ease of creation of conditions with better understanding of AND / OR
  • Ability to test the created condition on past responses
  • Ability to re-order the conditions for edit and create workflows to allow quick iterations
  • Ability to go into edit and save as a new notification
Use N-gram analysis to analyze text and model themes for deep learn training
Near Term
  • N-gram models have been shown to be extremely effective in modeling language data.
  • Statistical tool for analysis of open text comments and modelling themes for deep learn training.

Mid Term (3-9 months)

Roadmap items where there is commitment to the problem statement, but active R&D exploration is still in progress. This is a soft commitment to product feature launches, subject to new market learnings.

Omni-Channel CEJ gadget for Cisco Unified Contact Center Enterprise
Mid Term
  • Ability to view Customer Experience Journey across all channels including Voice, Email and Chat conversations by an agent.
  • CEJ gadget will auto update to display customer journey based on the conversation agent is currently engaged in.
Post call survey via SMS, email and IVR for Cisco Webex Contact Center
Mid Term
  • Collect customer feedback using a channel of choice after their interaction with an agent.
  • IVR feedback collection will happen in continuation to the call with the agent allowing customer to provide feedback in the context of the recent conversation.
  • SMS and Email allows rich feedback collection using multiple rating and open text questions. This will enable deeper text analytics and predictive insights within Experience Management for the collected feedback.
  • These insights will be available for agents as CEA gadgets in Webex Contact Centre.
Post chat web surveys for Cisco Contact Center Enterprise
Mid Term
  • Go beyond voice to listen to your contact center customers omni-channel across their entire journey with you.
  • Insert post-chat web survey feedback to understand how customers interacting through chat felt about the interaction, their overall impression about your brand, and suggestions for improvement.
  • Collected feedback becomes available automatically in the Agent Desktop so that in case of future interactions, your agents can deliver a contextual, personalized experience.
Post-Email signature surveys for Cisco Contact Center Enterprise
Mid Term
  • Go beyond voice to listen to your contact center customers omni-channel across their entire journey with you.
  • Insert a survey link to email interactions with your contact center to understand how customers felt about the interaction, their overall impression about your brand, and suggestions for improvement.
  • Collected feedback becomes available automatically in the Agent Desktop so that in case of future interactions, your agents can deliver a contextual, personalized experience.
Experience Management gadgets for Cisco Webex Contact Center
Mid Term
  • Integrate Customer Experience Journey (CEJ) gadget across all channels including Voice, Email and Chat conversations by an agent.
  • Customer Experience Analytics (CEA) gadget will allow agents to view relevant metrics using customer feedback about them.
  • Quick and easy way to export these gadgets from Experience Management into Webex Contact Centre.
Collaborate to deliver great experience via Real-time notifications in Webex Teams
Mid Term
  • The best way to address experience gaps is to respond real-time, before your customer takes to social media or other mediums. Experience Management's real-time notification alerts will be integrated with Webex Teams, enabling you to get notified in a Teams space of your choice.
  • Setup as many rule based alerts as you'd like for channels across the entire journey, to ensure you've got customers fully covered.
  • Huddle your frontline on Webex Teams and close the loop with customers.
  • Collaborate using Webex teams for NPS Outer Loop, identifying systemic improvements needed across different businesses and functions, and driving strategic change.
Flat table enhancements
Mid Term
  • Extended support for Select Questions in columns for proportion analysis
  • Handling intersection set better so that all the responses are used to give full coverage for the analysis
Improved multi-lingual support for channels to offer deeper personalization
Mid Term
  • Offer a better experience for your end customers and staff
Performance improvements to customer journey map
Mid Term
  • Improved load performance and improvements to the interactive visualization of the customer journey map
Improvements in flexibility to customize product e-mails
Mid Term
  • All Alert/Notification emails to have tabular view of response data for better readability
  • More alerts from Loop Closure
  • All emails as part of user on-boarding to be revised keeping user context in mind
  • All error alerts to have more details to enable RCA
Voicea integration for real-time and recorded call sentiment and theme analysis
Mid Term

Unplanned

Roadmap items that are possibly exploratory, subject to market needs, customer inputs, engineering exploration or radical innovation that need time to assess.

Benchmark your contact center against others in Cisco's base to set goals and drive improvements
Unplanned
Internationalization support for contact center gadgets
Unplanned
Integration with Common Identity and Control Hub
Unplanned
FedRAMP compliance
Unplanned
  • Deploy to Azure's dedicated government region which is fully FedRAMP certified
  • Enable all federal workloads to run on a single tentant and compliant
Power tools for widget creation and metric library management
Unplanned
  • Quick filters based on chart type to easily get to specific metric in a large list of created metrics
  • Updated metric preview to align the way the metric looks like in the dashboard
  • Easier creation of trend widgets allowing users to define the time period of trend to be shown
  • Auto-height logic based on data density to be built into metric creation with manual override option for both basic and composite metrics
Better actionability and RCA with contextual verbatim for widgets
Unplanned
  • Widgets to show contextual verbatim for better actionability
  • Algorithmic matching of verbatim to detect key attribute
TV mode - High density view with multiple columns of widgets
Unplanned
  • Support for auto refresh for kiosks and TVs
Curated Stories for data storytelling across organization
Unplanned
  • Curated Stories: Users select series of widgets to create compelling data storytelling and collaborate across organization
Export Questionnaire as Word/Sharable link
Unplanned
  • Download questionnaires created in CloudCherry as word file that can be shared for review
QB Sandbox with Version Control, Publish for More Controls on Live Surveys & Change Management
Unplanned
Delight Meter with complex composite indices
Unplanned
Listen to customers using your mobile app with our updated In-App SDK channel
Unplanned
Managing and publishing feedback comments to your website
Unplanned
Omni-channel explorer to discover our 17+ channels
Unplanned
WCAG certification for primary channels
Unplanned
Journey orchestration to tailor journey based on previous experience
Unplanned
Amazon Alexa as a listening channel with ready skill SDK
Unplanned

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