January 2020

Contact center

Predictive Engagement predictive engagement event pricing
Genesys Cloud views usability enhancements
Group voicemail flow outcome statistics in Flows Performance Summary view
Bulk activate multiple agents for a queue in Queues Agents Detail view
Export view data time value improvement

Contact center

Blind transfer for voice interactions enhancement

Integrations

Google Dialogflow voice integration for inbound call, in-queue, and outbound flows

Contact center

Predictive Engagement tracking in Single Page Applications
Wallboard accounts to view Performance dashboards
Genesys Cloud Voice support for outbound dialing modes in EMEA

Contact center

Answering machine beep detection improvements for call analysis

Deprecations

Classic Queues views deprecation removal

Platform

Access audit events in Audits API
Changed default alternate time dimension for evaluation aggregate queries

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.