Genesys Cloud release notes

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Employee productivity

New unified navigation experience coming to Genesys Cloud
Summary engagement insights on the Agent Copilot dashboard

Account management

Manage user hire dates with SCIM APIs
Refreshed integrations management interface

Customer engagement

Configure up to 100 OpenID integrations for authenticated web messaging
Voice note support for WhatsApp conversations
Outbound voice events publish directly to AWS EventBridge

Data, analytics, and reporting

Enhanced longest waiting and longest interacting metrics
Duplicate an event card in Journey Management
Review transcripts faster in interaction details

Open platform

Updated Genesys Cloud desktop app icons
Unified Experience from Genesys and ServiceNow phone book support

Workforce engagement

Default answers for evaluation forms

Customer engagement

API for phone numbers update in scheduled callbacks
Inbound messaging channel routing support in Apple Messages for Business
Authentication support in Apple Messages for Business
External Contacts identity resolution support for Apple Messages for Business
Architect digital bot flows and Apple Messages for Business support

Data, analytics, and reporting

Custom calculations in performance views
AI summaries for the agent side of a conversation

Employee productivity

Auto-assign Agent Copilot to licensed queue members

Open platform

Audio Connector integration in Architect secure call flows

Account management

Web application firewall for public connections

Customer engagement

Workitem appearance configuration
Access audit events for external contacts via audit API
Outbound dialing additional rule conditions system disposition codes
File attachment support via URL for Architect digital bot flows
Introducing rule-based decisions

Data, analytics, and reporting

Genesys Virtual Supervisor and Copilot AI summaries and and AI insights in Arabic, Dutch, French, German, Hindi, Japanese, Korean, and Portuguese languages
Journey management Knowledge and Virtual Agent events

Open platform

Unified Experience from Genesys and ServiceNow Agent Copilot support
Genesys Cloud Voice in Japan, Seoul, and Osaka regions

Workforce engagement

Workforce Management (WFM) support for ACD routed workitems

Customer engagement

Messages and Media columns in Analytics Performance views

Data, analytics, and reporting

Category aggregate data in analytics metrics
Trigger process automation based on topics, sentiment, or empathy

Employee productivity

Links to Genesys Cloud group chat room video sessions

Workforce engagement

Configure GCBA with Microsoft Edge native messaging

Deprecations

Deprecation: agent assistance

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.