May 2020

Contact center

Introducing coaching with quality management
Add an agent’s workforce management schedule to an external calendar

Contact center

Introducing outbound SMS campaigns

Platform

Limit organization access to users with specified IP addresses
Usage APIs for premium applications

Deprecations

Long polling for Genesys Cloud clients and network configurations deprecation update

Contact center

New columns in agent views
New filters in agent views
Fax enhancements

Deprecations

TLS 1.1 protocol deprecation

Contact center

Introducing improved workforce management features for all regions
New inbound media columns and filters in Performance views

Deprecations

WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
Screen recording, evaluations, and surveys permissions change

Platform

Genesys Cloud training moves to Genesys Beyond

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.