May 2018

Contact center

Authenticated web chat
Configurable whisper audio
Agents Performance views
Skills-based analytics view
Interactions view enhancements

Platform

GDPR compliance

Contact center

Full view export for Queue Performance views
Abandon metrics insights
Automatic email reply configuration in Architect

Communicate

Genesys Cloud Voice in France and the Netherlands
Follow-me call forwarding

Contact center

Holiday and emergency schedules for routing configuration
Create data tables and retrieve data from Architect flows
Queues Activity view for agents

Contact center

Automatic time zone mapping

Platform

EU (Frankfurt) region

Communicate

Override calling name trunk setting

Contact center

Queues performance view enhancements
Analytics API metrics

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.