Genesys Cloud Archive - August 2020

List of the Genesys Cloud release notes published in 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

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.