October 2019

Communicate

Genesys Cloud Voice in Norway

Contact center

View export data in interactions and interactions detail views
Inbound messaging channel routing for WhatsApp
Dynamically reference skills in Architect
Call history improvements

Integrations

mTLS authentication for data actions

Platform

New color scheme for Genesys Cloud

Contact center

Call flow schedule decision actions in Architect
API usage view
Change agent status in agent views

Platform

US West region deployment

Platform

CCPA compliance

Deprecations

Predictive Engagement smart tags deprecation removal

Contact center

Introducing preferred agent routing
Co-browse session improvements

Platform

Organization settings improvement

Contact center

Force Stop option for paused campaigns

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.