: Replaces "Transaction" to reflect engagements across all channels, including AI dialogues.
Organizations currently using Release 7.x or 7.1 must prepare for a phased rollout of the updated requirements: February 2026 Release 8.0 is available for free download. Upskill Training March 2026
The updated standard addresses the complexities of modern, AI-enabled contact centers by bridging the gap between automated technology and human performance. copc updated
To reflect the integration of technology, several core terms have been updated to be more inclusive of AI:
: The focus has shifted from individual transactions to end-to-end service journeys. This requirement ensures that transitions between automated and human touchpoints are seamless and low-effort for the customer. : Replaces "Transaction" to reflect engagements across all
: Replaces "KCR Job" to expand the scope to technology-led activities.
All certifications and recertifications must comply with Release 8.0. To reflect the integration of technology, several core
: Unlike previous versions that often managed bots and humans in silos, Release 8.0 provides a single set of guidelines. This ensures consistency across live agents, chatbots, and self-service interactions, treating them as a cohesive "powerhouse playbook".