July 2022

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Genesys Dialog Engine Bot Flow Insights and Optimizations menu

Integrations

Introducing Genesys Cloud for Microsoft Teams

Platform

Windows 11 support for the desktop app

Contact center

Skill expression groups available in select regions
Pre-contact and post-contact rule sets for outbound digital campaigns
System Dispositions condition type added to call rules for outbound dialing campaigns
Cover art for development and feedback modules
Query historical adherence data via GET request for workforce management

Collaborate

Genesys Cloud video chat setting improvements

Communicate

Introducing BYOC Premises Customer Hardware Solution
Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

Topic trends summary and detail views
Agent ACD skills and language proficiency routing improvement
Improved default program list in speech and text analytics settings
Japanese voice transcription support

Deprecations

Website visitor count API change

Contact center

Introducing contact center work teams
Predictive routing queue detail report
External metrics for performance scorecards
Topics and sentiment metrics consolidation
Amazon Lex integration in Canada (Central) AWS region

Integrations

SMTP server integration email error notifications to agents

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.