September 2022

Contact center

Cards for bot conversations
Carousels for bot conversations
Manually assign waiting interactions
Routing metrics added to Queue Agent Detail and Agents Queues Detail views
Interactions views fax column and filter
Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

Improved user activity indicators
Genesys Cloud subscription name updates

Deprecations

API default profile change for gamification metrics postponement

Contact center

Single customer view powered by identity resolution available in select regions
Predictive Engagement outcome value configuration and reporting
Extended voice transcription services
Agent status widget improvements
Web messaging image copy and paste
Extend Bot Connecter PostUtterance response timeout

Platform

Process automation triggers

Collaborate

Video chat participant notifications

Contact center

Introducing the Knowledge Performance dashboard
My Interactions view for agents
Genesys Messenger conversation auto-start
Audience size estimator for action maps in Predictive Engagement
Test regular expression slot types before implementation
Nuance Mix integration in Architect secure flows
Amazon Lex V2 bots in Architect secure flows
Google Cloud Dialogflow CX bots in Architect secure flows
Nuance TTS integration in Architect secure flows
Genesys Enhanced TTS in Architect secure flows
988 Suicide Hotline number plan available with Genesys Cloud Voice
Genesys Messenger support for Portuguese
Intent miner French language support

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Queue administration user interface improvements
Detected Topics gamification metric
Set Content Template action type added to digital rules for outbound digital campaigns

Platform

Google Fonts API usage change for GDPR compliance

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.