July 2016 - Genesys Cloud Resource Center

Genesys Cloud Archive - July 2016

List of the Genesys Cloud release notes published in July 2016.

Contact center

Secondary level of user statuses
Option to force wrap-up on disconnected conversations
Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports

Communicate

Toll-free number porting into Genesys Cloud Voice

Contact center

Callback routing
ACD-routed preview calls
User Status Detail report
Japanese language support

Contact center

Ability to change recipient list in an email reply
Outbound call flow variables
Option to override default retention behavior for recording policies in conflict

Communicate

Outbound user faxing

Contact center

Auto answer feature and persistence connection option

Communicate

Support for Polycom RealPresence Trio 880 phone

Contact center

Play Estimated Wait Time action
Play Position in Queue action

Contact

Solution

Company

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.