March 2017

Contact center

External Contacts
Advanced email routing in Architect

Integrations

Salesforce External Contact Sync integration

Platform

HIPAA and PCI compliance status in organization settings
Chat attachment support for HIPAA-compliant organizations

Collaborate

Simplified user management

Integrations

SSO support for Ping Identity

Platform

APIs for Collaborate features

Contact center

Disabling of failed reports
Callbacks adjustment in service level calculations

Platform

Open Data Exporter tool for workforce management integrations

Contact center

Search parameters for interactions performance views
Orphaned recording recovery

Communicate

Phone redundancy

Contact center

Administrator control of recalls
Campaign rule condition based on number of agents
Campaign rule action for changing the dialing mode

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.