What’s New In Operator: 2025 Q2

We’ve made some exciting updates to make things easier and more powerful! This quarter update includes improvements to how you manage your data, connect with customers, and understand your team’s performance. From smarter ways using AI to import information to new tools for coaching your agents, these updates are designed to help you work more efficiently and provide better service.

Compliance & Data Management

• LMS has a new method of creating import templates called Classifier. It uses an AI model to look at column headers and data to determine the field definitions. Saving time and automating the process.
• Natural Language Compliance now offers enhanced flexibility in location rules, allowing the inclusion of multiple zip codes within a single rule.
  • – deny all calls in [country: US, state: CA, city: Los Angeles].
  • – deny all calls in [postalcode: 90011; 90650; 91331; 90044].
  • – deny all calls in [areacode: 213; 310; 323; 424; 661; 747; 818].

Integrated Infrastructure

• Newsroom New Features: You can now create custom newsroom posts that trigger push notifications when users login to Operator, ensuring immediate visibility of important updates.
• Improved Subscription Functionality: To minimize service interruptions, Subscriptions now support notifications for expiring access tokens.
• Dynamic Client Information Display: Client information displayed to agents is now customizable per hunt group, allowing for flexible and detailed data presentation.

Intelligence, Reporting & Analytics

• Enhanced Business Intelligence Insights: A new drill-through feature now allows users to easily access detailed underlying information, facilitating deeper data exploration.

• Enhanced Call Transfer Reporting: Two new BI data sources, Transfer – Instance and Transfer – Participant, have been added to provide more comprehensive and detailed reporting on call transfers.

Omnichannel Communications

• Enhanced Ticket Functionality: Tickets now offer improved context and additional information by allowing association with contacts in Contact Manager.
• Enhanced Agent Communication: Agents can now initiate manual SMS and email conversations directly from the voice channel, expanding customer communication options. This feature also supports the insertion of TCN payment portal links for improved transactions.
• Agent Assisted Payments: Agents can now assist customers with payments via a secure modal, ensuring PCI compliance by masking sensitive information and enhancing the customer experience.
• Omniboss Flows added a few new nodes to the builder.
  • Delivery Node. The Delivery node enables your flows to send messages and data to external systems based on defined rules.
  • Email Message Node. Create dynamic, html formatted email replies within Email flows, leveraging conversation context for personalized responses.
• Improved Flow Visibility: The new Output preview in Flows displays Context and Output for each node, giving users valuable insights into real-time data processing.
• Enhanced Email Campaign Management: Connected email settings now include advanced options to configure processed and failed folders, providing granular control and improved organization of email campaign results.

Workforce Engagement

• Unified Scorecards: Scorecards can now be created to evaluate performance across Voice, Text, or a combination of both channels, providing a comprehensive view of agent performance.
• AI-Powered Sentiment Analysis: Conversations are now analyzed using AI to provide sentiment insights, enabling deeper understanding and targeted coaching opportunities.

View the TCN Feature Summary to get a more complete list of features.