Genesys Cloud Archive - December 2024

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Authenticated messaging enabled for Mobile Messenger
View Mobile Journey Tracking for enhanced agent insights
Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

Audit Viewer granular detail of role changes

Customer Engagement

Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

Preview active emails in queue and parked emails
Collaborate chat hyperlink ability

Open platform

Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

Capture slot values via LLMs with Genesys Virtual Agent
Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

Workforce management activity smoothing and schedule variability

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.