August 2020

Contact center

UK English and Australian English voice transcription support
View an agent’s secondary status in select views
Contact list filters for messaging campaigns
Export skill and language group queue metrics in Queues Performance Detail view

Integrations

Introducing Genesys Cloud for Salesforce SDK

Platform

The Resource Center has a new name

Contact center

Introducing voice transcription
View workforce management schedule changes with the audit log viewer
Third-party text-to-speech (TTS) engines for bot integrations
Configure intent disambiguation in Genesys Dialog Engine
Agent toolbar usability improvement

Deprecations

Internet Explorer support for Genesys Cloud embedded client deprecation

Platform

External Contacts Scanning API

Deprecations

Skype for Business integration deprecation

Contact center

Limit on number of exported entities in aggregate Performance views

Integrations

Introducing Google data actions integration

Platform

View organization configuration changes with audit log viewer

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.