January 2021

Communicate

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

Platform

Restore deleted OAuth clients
Set Collaborate chat message retention

Contact center

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

Communicate

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

Deprecations

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

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.