October 2020

Contact center

Introducing workforce management work plan rotations
Add an interaction to an existing coaching appointment
Interaction’s detail page improvements
WEM add-on price reduction
Routing Used filter and column in Performance views
Provider filter in Performance views

Deprecations

Screen recording policy changes for Genesys Cloud 2 users postponement

Communicate

Additional Force TURN IP addresses now available

Contact center

Content templates for messaging campaigns

Communicate

Configure beep tones for line recording

Contact center

Email Performance view reports
Analytics Aggregates Endpoint API for sentiment analysis

Integrations

Introducing the Microsoft Teams integration

Platform

Disable Collaborate video

Deprecations

Limit interaction history for external contacts and organizations to 30 days deprecation
Default word confidence change in speech and text analytics settings

Contact center

Workforce management planning group improvements
View agent development activities using APIs

Integrations

Interaction widgets for client application integrations

Deprecations

Screen recording policy changes for Genesys Cloud 2 users

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.