Genesys Cloud – Features coming soon
This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until February 17, 2025. The feature descriptions in the February 17, 2025 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.
Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.
2024 Genesys CIDR expansion and firewall requirements notification
Please take action now to avoid service disruption. By April 5, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
- Configure their firewalls to allow access to the new CIDR IP addresses.
- Complete all applicable readiness tests.
- Read the entire 2024 Genesys CIDR Expansion - Commercial announcement
Multi contextual panels
The opt-in/opt-out period for this feature ends on March 31, 2025. As of this date, all agents will use only the new multiple contextual panel experience. For more information, see Agent UI multiple contextual panels.
Notes panel improvements
The release schedule for this feature is extended to two weeks.
Wrap Up panel usability improvements
The release schedule for this feature is extended to two weeks.
User settings page displays the last login date and time
The user settings page now displays the last date and time that a user logged into the application with their authenticated credentials. This feature ensures that administrators can determine the identity of the user with the most recent access to the system.
Voice transcription combined offer
Genesys introduces a single voice transcription offer that includes both Genesys Cloud Native Transcription and Extended Voice Transcription Services (EVTS). This offer provides a shared fair use allocation and a consistent overage price across both transcription options. The new offer calculates usage as a combined total of EVTS and Genesys Cloud Native Transcription data. When a customer’s contract includes this new SKU, billing is based only on the new Voice Transcription usage, without tracking separate allocations for the older parts.
Simplified license usage logic
Administrators can now benefit from a simplified logic for calculating license usage when switching between Hourly Interacting, Named, and Concurrent license models. This new feature enables administrators to change between any license at any point in the billing cycle. After the change takes effect, usage measurement for the new license type begins immediately and is retroactive to the beginning of the current billing period. Previously, changes from Named or Concurrent to Hourly Interacting licenses would take effect in the following billing period, while changes from Hourly Interacting to Named or Concurrent licenses required a 24-hour delay. These enhancements apply only to the underlying business logic and have no effect on existing functionality.
Native voice transcription support for Hebrew
Native voice transcription is now available in Hebrew Israel (he-IL).
Agent Copilot support for Arabic, Hindi, Italian, Korean, Portuguese, Swedish, and German Switzerland
Agent Copilot support is now available for Arabic (United Arab Emirates) (UAE) (ar-AE), German Switzerland (de-CH), Hindi India (hi-IN), Italian Italy (it-IT), Korean Korea (ko-KR), Portuguese Portugal (pt-PT), and Swedish Sweden (sv-SE).
Agent Copilot Dictionary Management
Administrators can now use the Speech and Text Analytics > dictionaryterm permissions for Agent Copilot to add, manage, and delete words to improve transcription accuracy. With this update, administrators can add the Speech and Text Analytics > dictionaryterm permissions to the roles and grant access to dictionary management:
- Speech and Text Analytics > dictionaryterm > View: Access to the Custom Dictionary page.
- Speech and Text Analytics > dictionaryterm > Add: Upload documents, add words, and correct transcripts.
- Speech and Text Analytics > dictionaryterm > Edit: Modify words in the dictionary.
- Speech and Text Analytics > dictionaryterm > Delete: Remove words from the dictionary.
Display external contact names in call history and voicemail inbox
Agents can now see the first and last names of external contacts in their call history and voicemail inbox. This update provides immediate context about previous interactions, helping agents quickly identify who they have spoken with and who left a voicemail. Previously, agents had to cross-reference phone numbers with the External Contacts Directory to determine the caller’s identity. Now, the contact’s name appears exactly as it does in their profile, and agents can click a hyperlink to open the full directory record. This update helps improve efficiency by making it easier to return calls and manage ongoing conversations.
Enable message pinning in Collaborate chat
Collaborate chat users can now pin messages to keep important information easily accessible. This feature helps users quickly reference key details, reduces the need to scroll through long conversations, and improves productivity. Message pinning is on by default. In personal chat rooms, any participant can pin messages. In official chat rooms, only group owners can pin messages. This update enhances the usefulness of Collaborate chat, addressing customer and internal team requests from users transitioning from other chat platforms.
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support for Hindi
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available in Hindi (hi-IN).
