Product roadmap
One connected platform. More customer control. AI that takes action.
Our 2027 roadmap, organised by vision theme. Read each row left to right to see how a capability builds release by release. It's shaped by partner and customer feedback, support trends, RFP gaps and market insight.
Where we're heading
Plan the workforce
Forecast, staff and schedule inside the platform, with no separate WFM tool.
Assist & improve every interaction
Help agents in the moment and measure quality in context, from one approved source of knowledge.
Orchestrate the whole journey
Design journeys across people, AI and business systems, without custom builds for every change.
QM form testing ⓘAgent dashboards & timeline ⓘWhatsApp, X & Park ⓘProgressive dialing ⓘUser profiles & presence ⓘAdmin Portal & accessibility ⓘ
Committed in developmentTargeted planned within the windowExploring direction, not scheduledⓘ hover for details · ★ partner requests · ↻ recently changed
Now 27.1 | Next 27.2 | Later 27.3 | Beyond 2027 Not yet scheduled | |
|---|---|---|---|---|
| Plan the workforce · native WFM built on the platform's own operational data | ||||
| Native WFM | Forecasting & staffing ⓘ | Scheduling & planning ⓘ | Adherence & intraday ⓘ | |
| Assist & improve every interaction · Sidekick, contextual QM and reporting on shared approved knowledge | ||||
| Sidekick | Real-time assist ⓘ | Next-best actions ⓘ | ||
| Approved knowledge | Shared knowledge base ⓘ | Knowledge-gap insight ⓘ | ||
| Quality management | QM in reporting ⓘ | Contextual scoring ⓘ | QM for AI ⓘ | |
| Reporting & insight | Ask AI improvements ⓘ | Dashboard Designer & metrics ⓘ | ||
| Orchestrate the whole journey · Flow Designer, channels, outreach and connected business systems | ||||
| Flow Designer | Visual orchestration ⓘ | Pause & resume journeys ⓘ | ||
| Digital channels | WhatsApp phase 2 ⓘ | |||
| Outbound & proactive | Smart Campaigns ⓘ | Event-triggered outreach ⓘ | ||
| Business systems & AI actions | Zoho CRM ⓘ | Open APIs & events ⓘ | ||
AI task automation ⓘ | ||||
| Business calling (UC) | Unified PBX & contact centre ⓘ | |||
| Platform foundations | ||||
| Security & compliance | HIPAA controls ⓘ | |||
| Deployment & provisioning | Zero-touch provisioning ⓘ | |||
Feature details (29 items, select to expand)
Hover over any item marked ⓘ in the timeline for a summary. Full details for every item are below.
Plan the workforce
Forecasting & staffing · Native WFM
Committed Now · 27.1
Use historical volumes and handling times to forecast demand, then translate forecasts into staffing needs using service goals, skills, shrinkage and occupancy.
Scheduling & planning · Native WFM
Targeted 27.2 – 27.3
Build schedules around required coverage, agent availability, shifts and breaks, then compare demand, staffing and coverage in one workflow with draft plans and approval before publishing.
Adherence & intraday · Native WFM
Exploring Not yet scheduled
Compare scheduled activity with actual agent states, manage intraday risks, plan voice and digital workloads, and give agents self-service access to schedules, availability and leave.
Assist & improve every interaction
Real-time assist · Sidekick
Committed Now · 27.1
Guide agents during the conversation, using real-time transcription to recognise intent and events that should trigger help.
Next-best actions · Sidekick
Targeted Next · 27.2
Surface the relevant SOP, policy or answer for the customer and queue, and highlight missed steps, commitments or risks with a suggested next action.
Shared knowledge base · Approved knowledge
Targeted 27.2 – 27.3
Connect customer policies, SOPs and knowledge sources once, kept approved, current and permission-aware, for use across Sidekick, QM and customer-facing AI.
Knowledge-gap insight · Approved knowledge
Exploring Not yet scheduled
Show the supporting references behind AI answers and identify missing or outdated knowledge, so customers can improve the content behind each service.
QM form testing · Quality management
Delivered Delivered in 26.3
Test and refine QM evaluation forms before publishing them, and delete forms that have no evaluations.
QM in reporting · Quality management
Committed Now · 27.1
Link QM results to a much wider range of operational metrics in reporting, beyond the limited set available today.
Contextual scoring · Quality management
Targeted 27.2 – 27.3
Apply the right scorecard, policy and SOP for each client, queue, channel and interaction type, with scoring grounded in transcript evidence.
QM for AI · Quality management
Exploring Not yet scheduled
Extend contextual QM to AI-handled interactions, monitoring resolution, policy adherence, errors and escalation.
Agent dashboards & timeline · Reporting & insight
Delivered Delivered in 26.3
Review agent states from login to logout on a session timeline, build agent dashboards from shared Report Designer cards, and search metric definitions in a glossary.
Ask AI improvements · Reporting & insight
Committed Now · 27.1
Ask questions of interaction data to explore reasons for contact, emerging issues and improvement opportunities.
Dashboard Designer & metrics · Reporting & insight
Targeted 27.2 – 27.3
Build and share real-time dashboards with click-through to the interactions behind a result, define your own metrics, and set weighted KPI targets for queues and agents.
Orchestrate the whole journey
Visual orchestration · Flow Designer
Committed Now · 27.1
Design routing and orchestration across interactions, people and AI visually, including channel switching, post-interaction follow-up and simple integrations.
Pause & resume journeys · Flow Designer
Targeted 27.3 – later
Carry journey state and outstanding actions across channels and time, coordinating human and AI tasks in the same flow and resuming when the next event arrives.
WhatsApp, X & Park · Digital channels
Delivered Delivered in 26.3
WhatsApp and X conversations in Agent Experience, plus Park & Retrieve so email and WhatsApp work can wait without using agent capacity.
WhatsApp phase 2 · Digital channels
Committed Now · 27.1
Further WhatsApp capabilities building on the channel launched in 26.3.
Progressive dialing · Outbound & proactive
Delivered Delivered in 26.3
Progressive dialing calls contacts as agents become ready, and agentless voice messages can now include calling-list fields such as a name or appointment time.
Smart Campaigns · Outbound & proactive
Targeted 27.2 – 27.3
Combine agentless voice, preview, SMS and email in rules-based campaigns, with campaign and calling-list filtering extended to agentless campaigns.
Event-triggered outreach · Outbound & proactive
Exploring Not yet scheduled
Let business events, such as a delayed order or an incomplete application, trigger the right voice, SMS or email journey, respecting contact preferences and timing rules.
Zoho CRM · Business systems & AI actions
Committed Now · 27.1
Click-to-call, call pop-ups, call controls and automatic activity logging from within Zoho CRM.
Open APIs & events · Business systems & AI actions
Exploring Not yet scheduled
Connect partner-selected AI tools and specialist business applications through open interfaces and event-driven workflows.
AI task automation · Business systems & AI actions
Exploring Not yet scheduled
Let AI complete approved customer tasks across connected systems, with defined permissions, escalation to a person, and testing before deployment.
User profiles & presence · Business calling (UC)
Delivered Delivered in 26.3
Reusable Business User profiles for team, Caller ID, presence and forwarding settings, plus up to five custom presence states.
Unified PBX & contact centre · Business calling (UC)
Exploring Not yet scheduled
Coordinate call offers, availability and transfers across business users and contact centre agents, with a consistent web, desktop and mobile experience for each role.
Platform foundations
Admin Portal & accessibility · Experience & accessibility
Delivered Delivered in 26.3
A refreshed, modernised Admin Portal, and accessibility improvements across Agent, Desktop and Mobile Experience aligned with WCAG 2.2 AA.
HIPAA controls · Security & compliance
Committed Now · 27.1
Controls that support healthcare customers: audit logging of access to protected health information, server-enforced role-based access, retention settings including transcripts and summaries, login-protected voicemail access, and removal of sensitive data from system logs.
About this roadmap: It’s updated every release and is subject to change. Committed items are in development for the release shown. Targeted items are planned within the window shown and will narrow to a single release as plans firm up. Exploring items describe direction and aren’t yet scheduled. Items may move, be combined or be superseded. Every change is listed below. Commercial terms are confirmed separately. Last updated 6 November 2026.
Recently changed
No changes in the last 120 days.
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