Dialogue Cloud Neo (Unify) Feature Availability
This article lists the current feature scope of Dialogue Cloud Neo (Unify) and compares it with Dialogue Cloud Neo (Connect). Use it to decide whether the current DC2025.02a scope meets a customer's feature requirements. Items marked as planned or coming soon will be introduced in a future release. This page is updated with each A bundle is a fixed combination of our software platform elements of very specific versions. These are designed and tested to optimally work together to assure their intended function and interoperability. release as parity progresses.
Available in Dialogue Cloud Neo (Unify) - DC2025.02a
| Capability | Notes |
|---|---|
| Audio call handling in WebAgent | Inbound, outbound, transfers, DTMF |
| Call recording | MP3 format, via ACS commonly known as the acronym for Azure Communication Services, Microsoft's multichannel communication API in Azure for voice, video, chat, text messaging/SMS, email, and more to applications. Not te be confused with Azure Access Control Services (AACS) a deprecating authentication service of Microsoft, also sometimes abbreviated to ACS. |
| Live transcription | Native, no third-party integration required |
| Dialogue Studio flows | Most nodes supported; see Dialogue Studio - Node Availability in Dialogue Cloud Neo (Unify) below |
| Dialogue Insights | Also introduced in Connect from DC2025.02a |
| Dialogue Workspace | Also introduced in Connect from DC2025.02a |
| Formerly known as Partner Portal. A redesigned web portal for managing Dialogue Cloud deployments. administration | Provisioning, configuration, onboarding |
| Telephone connectivity | Direct Routing, Operator Connect, Teams Calling - see Telephone Connectivity below |
| AI Assist nodes in Dialogue Studio | Also introduced in Connect from DC2025.02a |
| AI nodes in Dialogue Studio | Also introduced in Connect from DC2025.02a |
Not Yet Available in Dialogue Cloud Neo (Unify)
Parallel hunting: Dialogue Cloud Neo (Connect) supports Parallel hunting only for audio calls delivered directly to the Microsoft Teams client.
Parallel hunting is not supported in WebAgent with either connect model, or in Attendant Console for Dialogue Cloud. It is not available for Dialogue Cloud Neo (Unify).
| Capability | Available in Connect | Unify status |
|---|---|---|
| Snapper | Yes | Not available for Dialogue Cloud Neo (Unify). Use Dialogue Workspace instead. |
| WebWallboard | Yes | Not available for Dialogue Cloud Neo (Unify). Use Dialogue Workspace instead. |
| Wallboard | Yes | Not available for Dialogue Cloud Neo (Unify). Use Dialogue Workspace instead. |
| Direct Call The Interceptor is a service installed on AnywhereNow. It monitors all calls during set-up on endpoints of active Agents. By intercepting that call set-up and redirecting it to an UCC it lets you manage the direct inbound and outbound dialogues of the contact center agents. | Yes | Planned |
| Campaign Dialer | Yes | Planned |
| Autonomous Dialer | Yes | Planned |
| Voicemail Dialer | Yes | Planned |
| Supervisor Whisper | Yes | Planned |
| Supervisor Takeover | Yes | Planned |
| Attendant Console | Yes | Planned |
| PSTN Agents | Yes | Not currently available |
| Round Robin and Parallel Hunt | Round Robin: Yes. Parallel Hunt: audio calls delivered directly to the Microsoft Teams client only. | Not currently available |
| Quality Monitoring | Yes | Planned |
| SharePoint Interactive Voice Response, or IVR, is a telephone application to take orders via telephone keypad or voice through a computer. By choosing menu options the caller receives information, without the intervention of a human operator, or will be forwarded to the appropriate Agent. | Yes | Planned |
Dialogue Studio - Node Availability in Dialogue Cloud Neo (Unify)
Most Dialogue Studio nodes are fully supported in Dialogue Cloud Neo (Unify). The following are not yet available or have partial support:
| Node / Option | Available in Connect | Unify status |
|---|---|---|
| CallBack, an IVR menu feature for voice, enables the customer to confirm or leave an alternative phone number to be called back by an available agent during business hours. option (in Action and IVR Menu node) | Yes | Planned |
| IVR Question option (in Action, Incoming Call, and IVR Menu nodes) | Yes | Planned |
| Merge Call option (in Action and IVR Menu node) | Yes | Planned |
| Ask-and-Wait - Speech/keyword recognition | Yes | Planned |
| Waiting Queue node | Yes | Planned |
| Post Dialogue node | Yes | Planned |
| Forward to agent PSTN number | Yes | Planned - use Preferred Hunt instead |
| EventBus node | Yes | Partial - not all events validated |
Telephone Connectivity
Dialogue Cloud Neo (Connect) and Dialogue Cloud Neo (Unify) differ in the telephony connectivity options they support.
Dialogue Cloud Neo (Connect) uses Direct Routing via AnywhereNow's own Session Border Controller (SBC).
Dialogue Cloud Neo (Unify) supports three connectivity options, in line with Microsoft's Teams Phone Extensibility architecture:
- Direct Routing
- Operator Connect
- Teams Calling Plans
See Cost and connectivity options for Teams Phone Extensibility for the full Microsoft reference.