PI Roadmap - 2025

Strategic Goals 2025

Multi-tenancy
Outbound Flows
AI capabilities - summaries, agent co-pilot
Security compliances
CRM connectors

Progress Summary 2025

Released CX versions 4.7 through 4.10.3, incorporating significant enhancements, including Quality Management, Conversation Studio, AI Assist, as well as substantial updates to channels and security. The platform has evolved from advanced multi-tenancy to a production-ready CCaaS solution for Expertflow and its partners. Additional integrations include a Knowledgebase, audit logs, and support for Arabic language. The AgentDesk user experience has been improved, and CRM connector integrations have been delivered, encompassing Odoo ↔︎ Webex, Zoho ↔︎ Genesys, and MS Dynamics ↔︎ EFCX/Genesys, alongside successful deployments for customers.

We are pleased to announce the deployment of advanced features including predictive dialing, artificial intelligence-driven orchestration, sentiment analysis, and comprehensive conversation summaries, all designed to enhance outbound communication capabilities. Furthermore, we have reinforced compliance and data protection measures in accordance with industry standards such as HIPAA, PCI-DSS, GDPR, SOC 2, POPIA, HITRUST, C5, and ISO 27017-18, through the implementation of critical security enhancements.

Detailed Quarter-wise plan

PI Plan	Summary
PI Plan (Q1-2025)	Released CX4.7 and CX4.8 with enhanced security (Two-Factor Authentication, PII masking), Conversation Studio, Quality Management, advanced filtering, improved Agent Desk controls, enhanced recording, conversation data handling and major performance improvements. Development of Agent-Initiated WebRTC, LinkedIn and VictoryLink SMS connectors, along with EF in-house chatbot and IVR Flow Builder. Released CRM Connectors HubSpot ↔︎ EFCX, Suite CRM ↔︎ Cisco UCCE/X, Zoho ↔︎ Webex.
PI Plan (Q2-2025)	Delivered CX4.9 and 4.9.5 with major channel, security enhancements, improving existing reports and enhanced agent capabilities. Code quality gates using SonarQube, Quality Management (AI-assisted evaluations, reports, notifications). Development Completion of Multi-tenancy, and Knowledgebase integration. Released CRM Connectors Suite ↔︎ Webex, HubSpot ↔︎ Webex, SAP ↔︎ EFCX, Zendesk ↔︎ EFCX.
PI Plan (Q3-2025)	Released CX4.10 and 4.10.3 with LinkedIn integration, redesigned Form Builder, and Agent-initiated WebRTC calls. Strengthened security, enhanced real-time dashboards, and upgraded Quality Management with advanced reporting and alerts. QA-passed audit logs and multi-tenant capability. Advanced AI features including Knowledgebase integration, real-time summaries, sentiment analysis, and QM by AI. Arabic support, with continued platform and agent experience improvements like spell-check, hand-raise notification, excel style table formatting in message exchange. Released CRM Connectors Suite ↔︎ EFCX, Odoo ↔︎ EFCX.
PI Plan (Q4-2025)	Deliver the production-ready multi-tenant CCaaS platform for Expertflow and its partners. Introduce predictive dialing, AI-driven orchestration, sentiment analysis, and conversation summaries with enhanced outbound and customer experience capabilities. Strengthen data protection and compliance (HIPAA, PCI-DSS, GDPR, SOC 2, POPIA, HITRUST, C5, ISO 27017-18) through key security enhancements. Enhance AgentDesk UX and CRM connector integrations, including Odoo ↔︎ Webex, Zoho ↔︎ Genesys, and MS Dynamics Connector for EFCX and Genesys platforms.