Genesys Cloud Archive - January 2021

List of the Genesys Cloud release notes published in 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

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.