January 2021

January 27, 2021


  • Make and receive WebRTC calls on iPhones

Contact center

  • Scheduled Callbacks view usability enhancements
  • Export view data advanced options
  • Analytics Aggregates API for sentiment analysis on digital interactions


  • Restore deleted OAuth clients
  • Set Collaborate chat message retention
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January 20, 2021

Contact center

  • Workforce management work plan validation enhancements
  • France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support
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January 13, 2021


  • DID and toll-free number management enhancements

Contact center

  • Sentiment analysis for digital interactions
  • Voice transcription enhancement in speech and text analytics API
  • Undo or redo changes to a workforce management work plan
  • Genesys Predictive Engagement rebranding


  • Export Media Types and Role real-time columns data into .csv files deprecation
  • Limit journey and interaction history for external contacts and organizations to 365 days deprecation
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