RELEASE DATE: February 2026

What’s New in This Release

This release introduces a set of powerful AI-driven and productivity-focused enhancements across the CloudCall Workspace. The updates are designed to improve agent efficiency, supervisor oversight, call quality visibility, and operational flexibility…without adding complexity to daily workflows.

The key themes in this release are:

• Smarter conversations with AI

• Better feedback loops for call quality

• Greater flexibility in team and campaign management

• Deeper CRM alignment with Salesforce

CloudCall AutoNote

Overview

AI AutoNote automatically generates structured call notes for agents using predefined templates. Notes are created consistently and accurately, reducing manual effort and improving CRM data quality.

Key Capabilities

• Template-driven AI call notes

• Persona-based note generation optimized for Agents

• Automatic population of call summaries, actions, and outcomes

• Works across Softphone and CRM-integrated workflows

Target Persona

• Agents

• Supervisors

• Customer Admins (configuration)

Benefits

• Saves agents time on after-call work

• Ensures consistent and high-quality call documentation

• Reduces manual data entry errors

• Accelerates CRM updates

📘 How-to Guide: Agent Persona – CloudCall AutoNote User Guide

Post-Call Quality Feedback

Overview

Post-Call Quality Feedback enables agents to submit structured feedback on call quality directly after a call. This helps teams proactively identify network or device-related issues impacting customer conversations.

Key Capabilities

• Post-call feedback prompts for agents

• Standardized call quality scoring

• Qualitative feedback capture

• Dashboard-ready data for reporting and analysis

Target Persona

• Agents

• Supervisors

• Customer Admins

Benefits

• Faster identification of call quality issues

• Improved troubleshooting and root cause analysis

• Data-driven insights into voice performance

• Better overall customer experience

📘 How-to Guide: Post-Call Feedback User Guide

Call Summary for Salesforce

Overview

AI Call Summary automatically generates concise, structured summaries of calls and syncs them directly into Salesforce. This ensures sales and support teams always have accurate call context within their CRM.

Key Capabilities

• Automatic AI-generated call summaries

• Native Salesforce object mapping

• Consistent formatting across records

• Reduced reliance on manual note-taking

Target Persona

• Agents

• Support Agents

• Sales Managers & Supervisors

Benefits

• Keeps Salesforce records up to date

• Improves visibility into customer conversations

• Enhances collaboration across teams

• Reduces administrative overhead

📘 How-to Guide: Call Summary for Salesforce

Teams Enhancement - Agents and Supervisors in Multiple Teams

Overview

This enhancement allows agents and supervisors to be assigned to multiple teams, providing greater operational flexibility and alignment with evolving workstreams.

Supervisors can also participate in outbound campaigns in an agent capacity, enabling hands-on engagement and better oversight.

Key Capabilities

• Multi-team assignment for agents

• Multi-team assignment for supervisors

• Supervisors can join outbound campaigns as agents

• Improved campaign and workload management

Target Persona

• Customer Admins

• Supervisors

• Agents

Benefits

• Flexible team structures without duplication

• Better coverage across teams and campaigns

• Improved supervisor visibility and participation

• Easier scaling as teams evolve

📘 How-to Guide: Managing Agents and Supervisors Across Multiple Teams

Getting Started

All features can be enabled based on your existing CloudCall entitlements. Configuration options are available to Customer Admins within the o1 CloudCall Workspace.

For step-by-step setup and usage instructions, refer to the linked How-to Guides above.

If you have questions or would like help enabling any of these features, please contact CloudCall Support or your Account Manager.

Thank you for choosing CloudCall.

We’re excited to help your teams work smarter, faster, and more effectively with these new enhancements.