May 2026 Product Enhancements from Global

May 29, 2026

Global Holdings

As part of our ongoing commitment to innovation, transparency, and operational excellence, Global is proud to share this month’s product release notes for Global CORE and Prime.

These updates incorporate direct feedback from our partners and reflect our ongoing efforts to address the real challenges DSPs encounter daily.

Global CORE Product Release Notes

Release Name: Global CORE May 2026
Release Date: May 2026
Product Areas Affected: Client Accounts, Webhooks

Summary

This release delivers updates focused on client retention, platform integration, and webhook coverage. We’ve updated Inactive Account Management to give companies and clients more time and flexibility before an account is closed, with an extended 7-month inactivity window and a new override request process for exceptional situations. Two webhook updates expand real-time data availability for integrated partners: the new Charges Status Webhook delivers status and error notifications, and the Global Processing Webhook now covers deposit events alongside payments, with an enriched payload that includes transaction-class detail.

New Features

Feature	Description	Impacted Users	Business Benefit
Inactive Account Management Enhancements	The inactivity threshold for account closure has increased from 6 months to 7 months. Accounts identified as inactive will receive a warning notification at the 6-month mark, providing 1 month for outreach and action before closure is scheduled. In situations where there is a clear, time-sensitive reason an account should remain open, DSPs may request a closure override through their Premier Support representative. Clients may also contact Global Customer Support directly to discuss options. Overrides remain active for 6 months and are intended to serve as exceptions rather than a routine account management tool.	All	DSPs and clients have more time for re-engagement before account closure occurs. The override option provides an additional layer of flexibility for exceptional situations, while maintaining regular account activity as the primary method for keeping accounts open.
Charges Status Webhook	A new webhook event fires whenever a Charge status changes or a new error reason is generated, delivering real-time Charges information to integrated CRM systems.	Operations	Partner CRM systems can now receive timely, reliable Charges status updates automatically, reducing the time needed for error resolution and removing the need for manual sync job.
Global Processing Webhook: Deposits & Payload Enhancements	The Global Processing Webhook has been expanded to include deposits. The webhook now fires at the start and completion of deposits processing, mirroring the existing behavior for payments. The payload for both processing events now includes a TransactionClasses field, providing downstream systems with additional context about the types of transactions included in each processing run.	Operations	Partners integrating with the Global Processing Webhook now receive a more complete picture of daily processing activity. Deposit events and the new TransactionClasses field reduce the need for supplemental API calls, giving integrated systems richer, more actionable data with each notification.

Improvements

Ongoing Platform Enhancements: As always, we continue to deliver behind-the-scenes improvements across Web Services, Vendor Integrations, and other internal processes to ensure our industry-leading compliance standards are met and that users continue to have the best platform experience.

Global Prime Product Release Notes

Release Name: Global Prime May 2026
Release Date: May 2026
Product Areas Affected: API, Phone System, Reporting, User Experience

Summary

This release delivers updates focused on the phone system, reporting, and APIs. We’ve enhanced phone reporting to use real-time data and made a variety of user experience improvements. We’ve also added the ability for Prime to select a phone number for outbound calls based on a customer’s policy group. For integrations with Prime, there is now an API to look up customers using enrollment information.

New Features

Feature	Description	Impacted Users	Business Benefit
Customer search API	You can now look up customer records by creation date, enrollment date, or policy group with the new CustomerSearchOps API.	All	Integrations that use Prime APIs can find customers based on enrollment data points, even when they don’t have the customer IDs.
Real-time phone data	Global Prime now tracks agents’ pause/unavailable data to the second instead of recording it in 30-second blocks. This impacts the reporting of agent availability, status changes, pause reason changes, and so on.	Phone Users	Managers can see more accurate information regarding their agents’ phone usage. This is especially useful for checking what status an agent was in at any given moment.
Outbound DID selection based on policy group	The Global Prime team can configure specific roles to use specific direct inward dialing numbers (DIDs) for outbound calls. That configuration can now include logic to select a DID based on the policy group of the customer being called. For example, one DID could be configured for all of a law firm’s policy groups.	Phone Users	Partners can use unique phone numbers to get stronger branding for different customer sets or servicing scenarios.
Pause reason report	A new Agent Pause Report displays the pause reasons that agents select when going into an Away status for phone and task queues.	Phone Users	Managers can view how often their agents are going Away for each pause reason.
Browser-level phone notifications	You can now receive browser notifications for incoming calls, even when Global Prime is minimized or open in another tab. When supported by the browser and enabled by you, incoming call notifications include Answer and Reject actions that work the same as the in-page call controls.	Phone Users	Agents don’t risk missing phone calls when they move to other browser tabs or applications.

Improvements

You can now get office name from the CustomerProfileOps API.
You can now add creditor-specific notes in the POA Settings page.
You can now select which device to use for your microphone and speakers in Global Prime.
We made a variety of user experience improvements to the Navigation menu, the Dashboard, the Tasks tab, the Payment Setup dialog, the Dial Panel, and the Live Calls Report.
We made a variety of improvements to reporting. This includes the following:
- Office separation for more reports.
- Creditor IDs in more reports.
- A “last week” filter for all reports that use date filters.
- Draft frequency in the Enrollment Report.
The phone reports specifically received several important updates:
- The Live Calls Report now includes a new section for on-hold calls. The Call Logs Report now tracks the reasons for missed calls on transferred calls.

These enhancements highlight our ongoing commitment to delivering meaningful, partner-driven innovation. Whether you’re aiming to improve operational efficiency, increase agent productivity, or better serve your clients, Global’s platform continues to evolve to meet your needs and drive results.

Call Premier Support or contact your Global Account Executive to schedule a personalized demo with our sales team.