February 2022

Platform

Genesys Cloud offer packaging and pricing changes
BYOC Cloud pricing model changes
Fair use voice transcription pricing changes

Contact center

Agent-owned callback requests and Scheduled Callbacks view
Skill matching for predictive routing
Dutch and Korean voice transcription view and search support

Deprecations

Architect Get Journey Sessions by customer action removal

Contact center

Workforce management adherence reporting usability enhancements
Not Responding filter and columns in Interactions views

Contact center

Introducing Agent Assist in select regions
Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
Workforce management shifts and shift history management enhancements
Update ACD and language skills on an interaction in a queue with Routing API

Deprecations

Workforce management time-off requests for non-consecutive days deprecation

Contact center

Limited PII masking in Performance views and exports
Access to agent management across divisions
Manually assign interactions across queues
Polish programs, topics, and phrases support

Deprecations

API endpoint change for supported topic spotting dialects

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.