October 2022

Contact center

Predictive routing benefit assessment for preferred agent routing
Destination address dimension in Conversation Detail record
Workforce management UI accessibility improvements

Deprecations

API default profile change for gamification metrics

Contact center

Analyze feedback from the knowledge workbench
Hyperlinks in knowledge base articles
Typing indicators available for Messenger Transport Mobile SDK
Arabic voice transcription support

Deprecations

Genesys Cloud SSO certificate expiry
CIDR IP address range for cloud media services expansion

Contact center

Single customer view powered by identity resolution available in all regions
Introducing Genesys Enhanced Text-to-Speech integration
Shift trading on iOS and Android devices
Secure bot flows in Architect
Audit log viewer for action maps
Agent Locale Scripter variable for agent’s chosen language
Sentiment feedback, content search, and Interactions view icon updates

Contact center

Skill expression groups

Define ring membership by queue

Improved knowledge workbench V2 import and export

Agent utilization in improved estimated wait time calculations

Platform

API Explorer refresh
Updated Genesys Knowledge Network

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.