What’s New In Operator: 2025 Q3

Over the past 90 days, Operator has seen significant enhancements, including an all-new Synapse app for advanced automation, richer SMS communications with attachments and greater flexibility for agents to edit HTML emails. Additionally, the Learning Center search got a big improvement with an AI search capability. Discover more hand-selected exciting improvements below and see what you can implement to optimize your contact center.

Integration & Automations

• New app Synapse monitors for specific events happening and automates configured workflows.
• Improved the Click2Pay payment portals, making it easier and faster to create and implement them.
• You can now assign agent-assisted payment portals based on hunt group settings. This gives you more control over which portals are available to your agents.
• A new Integration portal Execute allows you to execute any integration directly from the agent application. This portal allows you to create custom forms and configure how the results of the API calls are returned to the agent, expanding agent functionality.

Omnichannel Communications

• Attachments can now be included in SMS messages, supporting MMS for both agent-initiated and outbound campaigns.
• Integration links now support one-click manual dialing, significantly improving their functionality.
• You can now run chat demos directly from Omniboss Projects, speeding up your testing process.
• Agents can now directly edit HTML email canned messages, providing more flexibility and control over communications.
• Omniboss text flows can now execute an integration, including Click2Pay. This means you can directly return a Click2Pay link within your conversations.
• New Omniboss node, Smart Node (AI), which makes your chatbot more conversational and adaptable. 

Compliance & Data Management

• Classifier templates now include improvements for automatically formatting date fields.
• LMS now supports .zip and .tar files, as data pipelines will automatically unpack them, expanding options for file uploads.
• Updates to the user interface on NLC, including new actions on scrub lists.

Intelligence, Reporting & Analytics

• Advanced search capabilities have been added to BI Insights, allowing for more detailed searches.

Workforce Engagement

• Filters have been added to quality evaluations, allowing you to narrow your scope and more easily select the right interactions for evaluation.
• Improved the navigation map in Workforce Management, making it easier to view nodes and edit shift templates.
• Managing schedule adherence and reviewing infractions just got easier with the latest updates to Workforce Management.

Integrated Infrastructure

• The new API Tokens Manager replaces the existing Access Token manager, offering enhanced security and flexibility with access granted via permission groups.
• You can now customize redaction levels in your organization’s preferences. This includes redacting all numbers and specific entities such as:
  • Financial Information
  • Identity and Personal Information
  • Contact and Digital Information
  • US IDs
• AI Search will now answer your questions from across the entire Learning Center, making it easier and faster than ever to find the information you need.