Genesys Cloud release notes

Subscribe to release notes

See what’s new in Genesys Cloud

Click here to view Genesys Cloud release schedule, upcoming features, UI and platform updates, and diagnostic logs

Employee productivity

Streamlined navigation and information architecture update
AI-generated answers for auto-suggested articles on Agent Copilot
Mute individual Collaborate chat threads on iOS and Android
Display checklists through Agent Copilot during interactions

Customer engagement

Group ID for subsequent participant segments in group call activity
Support for authenticated web messaging in single customer view
Apple Messages for Business forms

Data, analytics, and reporting

Introducing Content Exploration view
EVTS AWS transcription support for Basque, Catalan, Croatian, Galician, Romanian, Slovak, Tagalog, Thai, and Ukrainian language support

Self service and automation

Voice processing prompt for Agentic Virtual Agents

Deprecations

Deprecation: Mobile Messenger legacy Android and iOS code removal

Employee productivity

Streamlined navigation and information architecture update

Data, analytics, and reporting

Analytics Conversation Detail Jobs API extended conversation data retrieval

Open platform

Greater outbound performance and platform enhancements for BYOC Cloud

Workforce engagement

Workforce management override for time-off plan dates

Employee productivity

Streamlined navigation and information architecture update
Improved scripting accessibility tools

Customer engagement

Use the same email domain across multiple Genesys Cloud orgs

Data, analytics, and reporting

Analyze segment and web outcome events in Journey Management

Open platform

Unified Experience from Genesys and ServiceNow integration outbound calls on behalf of a queue
Map participant data from Genesys Cloud to ServiceNow interaction fields

Self service and automation

Preview guides for virtual agents in AI Studio
Configure virtual agents to generate answers from multiple sources

Workforce engagement

Workforce management block scheduling
Adherence and activity code mapping enhancements

Employee productivity

Streamlined navigation and information architecture update
Architect workflows triggered from Outlook Calendar events

Self service and automation

List type string attribute in rule-based decisions

Deprecations

Deprecation: BYOC Premises—Customer VM Solution
Deprecation: Windows 10 OS support for the Genesys Cloud Background Assistant (GCBA)
Deprecation: Windows 10 OS support for the desktop app

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.