ONECONTACT SUITE · RELEASE RECAP
2026 Mid-Year
Release Recap
Eighteen features shipped across Q1 and Q2 2026.
From predictive blending and recording encryption to a new mobile app, social channels and Speech Analytics upgrades.
18 FEATURES
Q1 2026
Q2 2026
Cloud · On-prem · Hybrid
AI with a Human Touch
collab.com
FIRST QUARTER · 2026
Q1
Eight features, one theme:
control and compliance.
Q1 focused on how you run the operation:blended capacity, safer dialing, encryptedrecordings and accessibility across the suite.
AI with a Human Touch
Q1 2026
01
Inbound / Predictive blending
Agents can be ready for inbound calls and outbound predictive campaigns at the same time, and the dialer will not overload them or crowd out inbound demand. You use more of your capacity while inbound customers stay protected.
Capacity & Reporting
Telco
BPO
Retail
Utilities
High-volume in + out
02
DataStudio improvements
Reporting is easier to run and maintain.
Default dashboards are centrally managed and update themselves, setup needs fewer configurations, and time-based metrics now sort and alert correctly.
All Verticals
Reporting-heavy Operations
collab.com
Q1 2026
03
Limit manual call attempts
Set a daily limit on manual calls per tenant, with awhitelist for approved exceptions. Automaticcampaign calls are not affected. You keep manualdialing under control and avoid over-contactingthe same customers.
Compliance & Accessibility
BFSI
Telco
BPO
Collections
Compliance-focused Operations
04
WCAG Level A
OneContact Portal
The supervisor and admin Portal now meets WCAG 2.2 Level A. It can be navigated by keyboard, buttons have tooltips, and the interface can be read by a screen reader.
Accessibility-driven and regulated buyers
05
WCAG Level AA
OneContact Agent
The agent workspace now meets WCAG Level AA, a higher accessibility standard than Level A. It adds clearer form labels, better text contrast, and visible focus indicators for keyboard users.
Government
Healthcare
Government
Healthcare
BFSI
Accessibility-driven buyers
AI with a Human Touch
Q1 2026
06
Recording encryption rework
Call and screen recordings can be encrypted with Azure Key Vault certificates and decrypted securely across the platform. Sensitive recordings stay protected wherever they are stored and processed.
Security & Outbound Control
BFSI
Healthcare
Government
Security & Compliance
Outbound Teams
07
Outgoing address listusage per attempt
For outbound campaigns, choose how the list of outgoing numbers is used on each contact attempt, in sequence or at random, set by a campaign parameter. This gives you more control over which number is used on each try.
08
Voice recording
anonymization
Automatically disguise voices in recordings, including pitch, so recordings can be kept while customer voices are anonymized. Available as a paid add-on.
Telco
BPO
Collections
Privacy & Compliance
BFSI
Healthcare
collab.com
SECOND QUARTER · 2026
Q2
Ten features, one theme:
reach people where they are.
Q2 opened new channels (mobile, Instagram, X)
and gave supervisors and analysts sharper tools for monitoring, flows and Speech Analytics.
AI with a Human Touch
Q2 2026
09
New mobile app for OneContact PBX
A new OneContact PBX app for iOS andAndroid lets extensions handle SIP calls andcustomer messages from a phone. Voice andchat sit in one mobile app, so people stayreachable away from their desk.
Mobility & deployment
Distributed & Hybrid Teams
Branch Operations
PBX Users
IT Operations
10
OneSetup enhanced
OneSetup adds a web console and a REST interface for installing, upgrading and monitoring deployments, plus packaged releases (Deployment Packs).
On-premises & Hybrid Customers
11
Campaign Groups
real-time monitoring
Supervisors monitor grouped campaigns together in real time, with combined inbound and outbound KPIs, filters by campaign group, and a total agent count across the group. Access follows role, so supervisors see their groups and admins see all.
Large Multi-campaign Operations
Telco
BPO
Retail
collab.com
Q2 2026
12
X (Twitter)
Direct messages
Direct messages from X, formerly Twitter, are handled like any other chat interaction, in the same workspace as your other channels.
Digital Channels
Retail
Telco
Consumer Brands
Social & Digital CX
13
Instagram Connector
A new Instagram connector lets your team handle Instagram comments, mentions and direct messages inside Collab. It is set up in the portal with backend authentication, so agents start handling Instagram without needing their own credentials.
Social & Digital CX
e-Commerce
Consumer Brands
Retail
AI with a Human Touch
Q2 2026
14
STIR/SHAKEN
When calls are forwarded or diverted, OneContact keeps the STIR/SHAKEN caller-identity verification intact. This is the industry framework used to verify caller IDs and reduce spoofed calls, so caller identity proof is preserved across transfers.
Trust & Flow quality
Outbound-heavy Operations
Self-service Flows
15
Invalid flows flagged in campaigns
Flows assigned to campaigns now show whether they are valid, invalid, or not validated. Invalid flows are disabled and cannot be published, so configuration mistakes are caught before a flow goes live.
All Verticals running IVR
16
WCAG Level A - WebServicesHost
The email viewer now meets WCAG Level A and is fully navigable by keyboard. Templates and signatures can be browsed and selected without a mouse, with new keyboard shortcuts for comments and the toolbar.
Accessibility-driven Buyers
Government
Healthcare
Telco
BPO
Collections
collab.com
Q2 2026
17
Speech Analytics:
Export data frominteraction history
You can now export reports directly from theSpeech Analytics interaction history table, sothe data can be pulled out and shared.
Speech Analytics
BFSI
BPO
Healthcare
Quality & Compliance
18
Speech Analytics:
Assign categories
to campaigns
Assign analysis categories to specific campaigns so only the relevant categories are evaluated for each one. Interactions are reprocessed automatically when assignments change, and existing setups stay as they are.
BFSI
BPO
Telco
Quality & CX Analytics
NEXT STEP
See the 2026 releases live.
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2026 Mid-Year
Release Recap
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Contact Center software. Fast answers,clear handoffs, better control.
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