June 2023

Contact center

Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

Deprecation: CX digital agent workspace

Contact center

Authenticated web messaging for verified users
Auto answer for digital interactions on queues

Deprecations and announcements

LiveNow permission change
CIDR IP address range for cloud media services expansion

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Drill down to dashboard performance views
Real time alerting based on agent’s after call work duration
Improved dashboard create and edit options
Show or hide top viewed articles in Support Center
Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

Resource Center improvements
Telephony Extensions now support Divisions

Deprecations and announcements

Legacy alerting system deprecation
External Contact directory pages external organization logo removal

Collaborate

Support for MDM browser authentication for Collaborate for iOS

Contact center

Workforce management time-off requests user interface improvements
Improvements to playback screen recordings
Workforce management and HR Integration System (HRIS) integration
Modify the default whisper tone in Architect
Real-time alerting for waiting interactions
Introducing improved alerting

Integrations

Client information in the embedded clients interaction window

Deprecations and announcements

Journey customer service deprecation

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.