Genesys Cloud - October 12, 2022

Contact center

Single customer view powered by identity resolution available in all regions

Agents can now use single customer view, powered by identity resolution, to follow a contact’s story throughout touch points with your organization. When an interaction begins, Genesys Cloud automatically shows the contact’s journey with your organization across these channels: web messaging, inbound calls, web chat, select agent-initiated interactions, select agentless notifications, and select third-party messaging. Single customer view is not division-aware and enables agents to merge a contact’s new channel information with existing records. For more information about this feature, see About single customer view. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, or Genesys Cloud CX 1 Digital Add-on II.

Introducing Genesys Enhanced Text-to-Speech integration

Genesys Enhanced Text-to-Speech engine is now available. This integration expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis. For more information, see About text-to-speech (TTS) engines. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3. 

Shift trading on iOS and Android devices

Agents can now use the Genesys Tempo™ mobile application on their iOS or Android devices to request shift trades. Agents can offer shifts to specific colleagues, post available shifts to the trade board, browse the available shifts for trade, and review their trades. For more information, see Mobile apps for workforce management schedules and About workforce management for agents. This feature requires one of the following subscriptions: Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, or Genesys Cloud CX 2 WEM Add-on I.

Secure bot flows in Architect

Administrators and contact center managers can now create secure Genesys Dialog Engine Bot Flows that prevent access to sensitive information by masking audio paths and data capture and by halting system recording. This feature ensures that Genesys Cloud bot flows are PCI-compliant. For more information, see Secure flows overview and Manage a variable. This feature requires one of the following subscriptions: Genesys Cloud CX 2 or Genesys Cloud CX 3.

Audit log viewer for action maps

Contact center administrators can now use the existing audit log viewer to see details about the events that occurred during action map creation and maintenance during the specified period. The audit provides improved visibility into changes to action maps. For more information, see About the audit log viewer. This feature requires one of the following subscriptions: Genesys Cloud CX 2 and Genesys Cloud CX 3.

Agent Locale Scripter variable for agent’s chosen language

Script designers can now use the Agent Locale variable to display information about the agent’s chosen language. The variable enables the script designer to dictate, based on the agent’s chosen language, the content that appears or the actions that trigger. For more information, see Built-in script variables. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Sentiment feedback, content search, and Interactions view icon updates

Genesys standardized sentiment icons and colors across the content search, Interactions view, and sentiment feedback user interfaces in Genesys Cloud. In addition, the sentiment trend column in content search adds icons that show whether the sentiment trend is increasing, decreasing, or neutral using echelon icons. For more information, see About sentiment analysis and Interactions view. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Upgrade II, or Genesys Cloud CX 2 WEM Add-on I.