February 2020

Contact center

Short code support for SMS messages

Platform

New monitoring metric in Analytics API

Deprecations

ACD routing permissions change
WFM forecasting After Call Work and Average Talk Time deprecation
TLS 1.0 protocol for data actions deprecation
iOS Supervisor chat deprecation removal

Contact center

Agentless SMS notifications
SMS number purchase for countries that require supporting documentation
Exclude IP addresses in Predictive Engagement web tracking
New wrap-up code columns in agent interactions views
Interactions views improvement
Export view custom participant attributes
Export view data locale setting

Integrations

Azure Active Directory for Genesys Cloud SCIM
Generic single sign-on provider

Communicate

New Genesys and Polycom supported phones and firmware

Contact center

Data tables enhancements

Integrations

AWS S3 recording bulk actions integration
OneLogin for Genesys Cloud SCIM

Platform

Bulk export recordings in Recordings API

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.