September 2017

Platform

Notifications API topic and open source project for WFM RTA integrations

Contact center

Architect Call.CurrentQueue built-in variable for in-queue call flows
Global outbound campaign call settings

Integrations

Store chat transcripts in Salesforce activity records

Contact center

Secure call flows in Architect
Architect Exit and Next Loop actions for all call flow types
Automatic email responses
Substitutions for canned responses
Bulk addition of queues to agents
Callbacks in reports and alerts
Workforce management schedule administration enhancements
Workforce management export enhancements

Integrations

Custom client applications integration
Web services data actions integration

Platform

Client management for partners and resellers

Communicate

Edge and Media Tier release notes email subscription

Contact center

Schedule options for inbound email flows

Contact center

ACD voicemail routing
Co-browse for voice interactions
Queues Activity views enhancements
Callback filter in contact center dashboards and views
Contact Property call rule condition enhancement

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.