Genesys Cloud
Agent greetings for ACD voice calls

In a future release, Genesys Cloud will allow agents to record a personal greeting that plays automatically at the start of every inbound and outbound ACD voice call. Instead of repeating the same introduction multiple times a day, agents can focus on what matters–helping the customer.

Today, agents are required to speak their greeting live every time a new call connects. With this update, agents can record a brief welcome message, available in multiple languages, through the desktop Agent UI. After a call connects, Genesys Cloud automatically selects the appropriate language version and plays it to both the agent and the customer. When the greeting ends, the agent begins the conversation as usual.

This new feature improves the agent experience by reducing repetitive tasks and freeing up their attention for meaningful interaction. The personal greetings also ensure consistency in how customers are initially addressed, improving quality and compliance, especially in scenarios with legally required scripts like outbound Mini-Miranda messages. 

Only one greeting per inbound and outbound direction will be active at a time, with support for multiple languages. Recordings are created exclusively through the desktop interface, where agents can either record a greeting live or upload a WAV file. Voice is the initial focus, with digital interactions continuing to use canned or chatbot-based greetings.