Genesys Cloud Archive - November 2024

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Enable UUI retrieval from outbound call responses

Account management

Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Data, analytics, and reporting

Journey Management filter and display options

Employee productivity

Improved agent messaging interface
Keyboard support for DTMF input in embedded framework

Deprecations

Deprecation: Supervisor for iPad app

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Agent Copilot summarization model improvement
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Additional conversation events for the Operational Console

Self Service & Automation

Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

Architect toolbox search option

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

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.