August 2021

Communicate

Conversation header support for BYOC Cloud trunks
DID number port increase for Genesys Cloud Voice

Contact center

Update ACD and language skills on an interaction in a queue with Routing API

Platform

Assign data tables within divisions

Deprecations

Max Calls replacement for BYOC Cloud trunks

Contact center

Introducing knowledge workbench
Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
External tag filter for interactions in Performance views
Filter digital interactions by media type in Content Search view
Access workforce management in forecasting historical data via API

Platform

Proof Key for Code Exchange grant for OAuth 2 authorization

Communicate

Call history enhancements to mobile devices

Contact center

Introducing web messaging
Introducing Genesys Bot Connector
Expiration date for DNC lists
Improved accessibility for ACD voice interactions

Platform

Developer Blueprints for custom integrations

Deprecations

Quality Management Audit API change
Journey Reporting Service decommission

Contact center

Evaluation window UI improvements
Additional development and feedback modules in Learning API

Platform

Enforce index search for divisions

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.