October 2021

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Acoustic analysis information for voice interactions in the Details tab
Ability to provide feedback to sentiment analysis
Audience size estimator for action maps in Predictive Engagement

Deprecations

Max Calls replacement for BYOC Cloud trunks
Collaborate call functionality on mobile devices deprecation postponement

Contact center

Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
Fair use voice transcription charges

Platform

Cape Town Africa satellite region deployment

Contact center

Inbound and outbound file attachment support for third-party messaging and open messaging
Automatic time zone mapping enhancement for outbound campaigns
Audit events in Learning and Coaching APIs

Deprecations

Collaborate call functionality on mobile devices deprecation postponement

Contact center

Introducing Google Cloud Dialogflow CX integration for call and message flows
Global slot enhancement in Genesys Dialog Engine Bot Flows
Filter by queues in My Queues Activity view
Improved voice transcription accuracy for Spanish language regions
Messaging file URL change

Platform

Control agent transfer ability based on division membership

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.