In this video @Joseph Ian Romero talks about the long awaited feature ACD Conferencing that was released on 28 Feb.

Agents can now add people to a conference call while they are on an ACD voice interaction in the desktop agent UI. ACD conferencing allows agents to click the new conference icon and choose a participant, for example, another user, queue, or external number, to help their customers. The participant accepts an invitation and joins the conference. Agents can also transform a consult transfer into a conference and bring together all three participants. While in a conference, agents can continue to add up to a total of 20 concurrent participants.

Release Notes:

https://help.mypurecloud.com/releasenote/february-28-2024

#TAMStudios  #FeatureReview #FunctionalityDemo #PureCloudACD

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