Genesys Cloud Archive - August 2024

List of the Genesys Cloud release notes published in August 2024.

Data, analytics, and reporting

Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

Skills-based dialing in power and predictive outbound campaigns
Work Automation performance views enhancements
Granular campaign control permissions
Interaction routing based on predictive scores

Self service and automation

Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
Flexible text-to-speech (TTS) engine selection in Architect flows

Customer engagement

Success, Neutral and Failure classifications in wrap up code mappings

Data, analytics, and reporting

Improved summary row display in analytics performance views

Employee productivity

Configurable voicemail forwarding for presence states

Customer engagement

Auto-termination for closed workitem statuses

Workforce engagement

Activity plans for optimal workforce management scheduling

Account management

Multiple messenger deployment behavior update

Customer engagement

Enhanced WebRTC Media Helper for VDI users
Extended after call work timeout

Open platform

Support for CX Cloud in VDI environment

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.