PI Roadmap - 2026

Recap of 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.

Strategic Goals 2026

• Multitenancy enhancements

• Predictive Dialer

• Voicebots for MSA and other dialects

• AI orchestration

• Security compliances and high availability improvements

• Reimagine UX - cross-platform drag-n-drop UI framework

Detailed Quarter-wise plan