Genesys Cloud release notes

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Open Platform

Updated regional feature deployment schedule now in effect

Customer engagement

Outbound limit alerts for voice campaigns in the Operations Console
Set post-call actions for voice calls using public APIs

Data, analytics, and reporting

Improved native voice transcription accuracy for Spanish dialects

Employee productivity

Conditional access policy support for Microsoft Entra ID
Send group voicemail notifications to the group email address
Add standalone phones to groups for group ring

Workforce engagement

Showing IPs used by Genesys Cloud at API endpoint /api/v2/ipranges when using your own recording keys with Local Key Management (LKM) integration

Deprecations and announcements

Deprecation: Outbound calling to high-cost premium-rate numbers and abbreviated dialing codes

Open Platform

Update to regional feature deployment schedule effective January 12, 2026

Open Platform

Bring Your Own Technology (BYOT) Rate E and Rate A changes

Account management

Passkey support for Multi-Factor Authentication (MFA)

Customer engagement

Custom named time zones for contactable time sets
Digital rule sets for outbound WhatsApp campaigns
Introducing Apple Pay support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flows and Apple Messages for Business support in Singapore and Mexico regions
External contacts identity resolution support for Apple Messages for Business in Singapore and Mexico regions
Architect digital bot flow list picker support in Singapore and Mexico regions
Authentication support in Apple Messages for Business in Singapore and Mexico regions
Apple Messages for Business forms in Singapore and Mexico regions
Control agent transfer capabilities via permissions
Configure group ring settings
Inbound messaging channel routing support in Apple Messages for Business in Singapore and Mexico regions
New metric displays for monitoring BYOC Premises edge and trunk status

Data, analytics, and reporting

Sentiment, empathy, and topic spotting support for Turkish and Zulu
Export summary row chart in Analytics Performance views
Web events available in Journey Management

Employee productivity

Configure combined voice utilization for ACD and non-ACD calls
Favorites now listed in the User Directory
Multi-language Agent Copilots

Open platform

Enable auto answer for interactions in the Unified Experience from Genesys and ServiceNow integration
Thai language support
Genesys Cloud Voice (GCV) conversation IDs and postal codes in GCV and BYOC usage reports

Self service and automation

Agent Copilot summaries customization support for Czech, Danish, Finnish, Norwegian, Portuguese, Swedish, and Turkish
Enhanced confirmation controls in AI Guides
Genesys Virtual Agent support for Portuguese and Swedish dialects
Create flow outcomes and milestones natively in Architect

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.