Today, we are announcing DW360 8.0. The new major release delivers a new set of AI-powered capabilities, a completely rebuilt CRM integration layer, smarter contact management, and enhanced monitoring tools: all designed to help your teams communicate more efficiently and serve customers better.
Below is a summary of the six key areas of improvement in this release. For full technical details, please refer to the accompanying Release Notes and Changelog.
DW360 8.0 introduces the AI Hub: a central place to configure and manage all AI capabilities on the platform. This makes it significantly easier for administrators to enable and manage AI features per team or department.
What’s included:
• AI Voice Agent: an intelligent, configurable agent that answers inbound calls, guides callers through conversations, handles transfers, and ends calls automatically when complete. Behaviour, tone, and objectives are all customisable.
• Live Call Transcription: real-time speech-to-text during calls routed through ring groups, queues, or extensions. Transcription output is streamed to a destination of your choice for live monitoring or further processing.
• Call Recording Transcription — automatically transcribe recorded calls. Users can also request transcriptions on demand.
• Voicemail Transcription — voicemails are transcribed automatically, so teams can read messages without listening to recordings.
• Text to Speech — convert written text into audio, useful for announcements, IVR prompts, and automated messages.
AI providers (such as OpenAI, Google Speech, AWS Transcribe, Deepgram, and others) are now configured centrally rather than per feature, simplifying setup and API key management.
The CRM module has been completely rebuilt, offering deeper, more flexible integration with the CRM platforms your teams already use.
Key improvements:
• Support for multiple CRM integrations per company or department.
• Automatic logging of calls and conversations directly into your CRM — including call recordings and transcripts where available.
• A unified CRM widget within the DW360 desktop and web apps that surfaces customer records during live calls, with the ability to create or update records on the spot.
• CRM Routing — inbound calls can now be automatically directed based on real CRM data. For example, a known customer can be routed directly to their account manager rather than through a generic menu.
• Supported platforms include Salesforce, HubSpot, Microsoft Dynamics 365, Zoho CRM, Pipedrive, Odoo (new), SuiteCRM, Vtiger, Zendesk Sell, SugarCRM, and custom integrations via API.
A free trial period is available until May 1, 2027, during which the CRM module is enabled by default on all v8 systems.
The legacy Central Phonebook has been replaced by a new, more capable Contacts module available across all editions.
What’s changed:
• Three levels of contact visibility: Global (company-wide), Department (specific teams), and Private (individual user).
• Bulk import and smart CSV sync — existing contacts are updated rather than duplicated, and new ones are added automatically.
• Centrally managed by administrators, with a new Department Admin role that allows team leads to manage contacts for their departments.
• Contact Center users benefit from cross-channel conversation history attached to contacts — a lightweight CRM-style experience without requiring a full CRM licence.
A new Contact Center Lite package introduces monitoring and reporting tools previously only available in full Contact Center editions.
• Wallboard and ERG dashboards — available in the DW360 web and desktop apps, giving managers real-time visibility into ring group and queue activity.
• Scheduled Reports — automatically deliver ERG and extension statistics by email to relevant stakeholders, on a schedule you define (hourly, monthly, yearly, or specific days).
• ERG Callback — callers can opt to hang up and receive a return call when an agent becomes available, reducing queue abandonment.
Note: Contact Center Lite is included at no extra cost on the Contact Center edition. For Multi-Tenant and Business editions, it is a licensed feature charged after the trial period.
A new Event Publisher capability replaces the previous Event Manager, giving you more control over how your own systems or third-party platforms consume call data.
• Configure webhooks that fire on specific call events — call started, connected, updated, finished, voicemail received, and more.
• Each webhook sends structured, real-time data to a URL you define, with support for custom headers and authentication (Basic Auth, Bearer Token, OAuth, and more).
• Useful for feeding call data into analytics platforms, CRMs, ticketing systems, or custom business logic.
The Contact Center statistics engine has been migrated to a new, higher-performance backend (ClickHouse), delivering faster report generation and improved reliability at scale.
New reports introduced in this release:
• Queue Conversations per Disposition
• Voice Entry Positions
• Queue Callback Reports
• Agent Occupancy Report (Voice)
All reports now support filtering by DID and customer. Scheduled reporting has also been enhanced, with flexible scheduling options replacing the previous daily/weekly model.
Note: Legacy Voice Statistics remain accessible for backward compatibility but are officially deprecated and will not receive further updates.
For full technical details, refer to the DW360 8.0 Release Notes and Changelog.
Contact your DW360 account team with questions about pricing, upgrading, or new feature availability.