January 2023

Collaborate

Control access to the /giphy chat command

Contact center

Callback outcomes metrics
Evaluation Assistance
Evaluation, survey, and assessment form builder enhancements
Additional voice transcription accuracy improvements for Spanish

Platform

Solutions, subscription plans, licensing, and pricing from the Resource Center home page

Deprecations and announcements

Deprecation of select filters in Analytics API in Predictive Engagement

Collaborate

Video setting improvements

Contact center

Introducing the Genesys Cloud EX license
Online Agents count metric and Owned by Me filter for Performance Dashboards
Multiple media type filter support in views and exports

Deprecations and announcements

Identify Journey SDK method in Predictive Engagement deprecation
OS Family attribute in Predictive Engagement
CIDR IP address range for cloud media services expansion

Contact center

Specify a default panel for agent interactions
Conversation autostart for mobile platforms
Extended voice transcription services text decoration support
Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
Improved voice transcription accuracy for Japanese
Historical adherence bulk request

Deprecations and announcements

End of Analytics Conversation Detail Endpoint API query interval change allowlist

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.