Genesys Cloud – Features coming soon

Streamlined navigation and information architecture update

Genesys Cloud will introduce a new navigation system and updated information architecture to improve the user interface and overall usability. This change will not add or remove any product functionality but will reorganize how users access existing features. The new structured, hierarchical menu will replace the current navigation layout. The goal is to reduce friction, improve findability, and deliver a more intuitive and consistent experience across user types. Key updates will include the following:

• A unified global menu that will consolidate navigation across the platform, including a new information architecture, will improve the menu structure and labels for added clarity and consistency.
• Repositioned elements such as contextual help, Collaborate, inbox, widget apps, and the user avatar will be located in the top bar.
• Enhanced global search that will include menu page results alongside people, groups, and locations. This improvement will allow users to more efficiently find both people and groups, as well as key platform features, from a single search interface.
• Simplified access to certain features as part of the navigation changes. Examples will include consolidated access to video chat and main stage apps.

Apple Pay support for Apple Messages for Business

Flow authors can now configure payment requests in Architect digital bot flows, enabling customers to complete transactions with Apple Pay when interacting through the Apple Messages for Business channel. This feature introduces Apple Pay as a new message type. Administrators can link an Apple Pay merchant account to their organization’s Apple Messages integration, and bot authors can send payment request messages as part of customer interactions. These enhancements allow customers to make secure purchases of goods and services directly within the conversation.

Architect digital bot flow list picker support

Flow authors can now add custom list pickers in Architect digital bot flows, allowing them to present customers with interactive lists during Apple Messages for Business interactions. When multi-select is enabled, customers can choose multiple values from the list. This feature introduces list picker as a new message type in Genesys Cloud. Bot authors can configure list picker messages as part of their flows, giving Apple users an easier way to make selections and improving the overall chat experience.

Set time- and duration-based conditions in campaign rules

Administrators can now create campaign rules that evaluate time, date, or duration conditions in addition to performance metrics. This enhancement makes it possible to automate campaign actions, such as pausing a campaign, switching dialing modes, or limiting activity to certain hours, based on when the rule is evaluated. Previously, campaign rules focused only on performance-related conditions. With this update, administrators can define rules that use time-of-day ranges, days of the week, or specific date windows, with full timezone awareness. This feature helps improve compliance with regional dialing regulations, align campaign activity with business requirements, and reduce the need for manual oversight.

Use custom SMTP servers for email campaigns and agentless email

Administrators can now configure custom SMTP servers to send outbound email campaigns and agentless email in Genesys Cloud. This update gives enterprises greater flexibility and control over how outbound emails are delivered by allowing them to use their own infrastructure. Previously, only ACD outbound email supported custom SMTP configuration. Extending this option to campaigns and agentless email helps organizations align Genesys Cloud email delivery with their existing systems and policies.

Administrators can now bring their own SMS SMPP provider

Administrators can now use the Bring Your Own (BYO) SMS feature to integrate existing SMPP accounts and SMS numbers in Genesys Cloud. This feature allows organizations to use their preferred SMS carrier, broker, or aggregator while continuing to manage SMS interactions within Genesys Cloud. With this update, administrators can configure external SMS providers, validate SMS-enabled numbers, and assign them for outbound queues, inbound flows, or agentless notifications. This feature provides greater flexibility for organizations that want to use existing vendor relationships, consolidate messaging partners, or reach markets not directly supported by Genesys Cloud.

Idle agent count for conditional group activation or deactivation

Administrators can now configure conditional group activation (CGA) rules to evaluate queue health using the idle agent KPI. When the number of idle agents in a queue meets the defined threshold, the system can automatically make more agent groups available or remove them as needed. This update helps shift workforce resources dynamically to maintain service levels and improve efficiency without manual intervention.

Expired callback queue reassignment

Administrators can now configure agent-owned callbacks to return to the original queue when the ownership period expires. This option is available in Queue Settings > Callback > Agent First > Agent Ownership > Assign to queue on ownership expiration. With this update, callbacks are reassigned to the queue so another qualified agent can fulfill them, helping reduce the risk of missed customer contacts. As part of this release, the maximum Take Ownership period for callbacks also increases from 7 days to 30 days, giving administrators greater flexibility in callback management.

Administrators can now search content from HTML emails

Genesys Cloud now allows users to search for words and phrases across both the subject and body of an email in HTML format, making it easier to locate relevant interactions. Previously, content search focused on limited fields and did not extract the full body of HTML emails. By indexing this content, the feature helps improve search accuracy and efficiency for all email format types.

Topic miner Korean and Japanese language support

Topic miner is now available in Korea Korean (ko-KR) and Japan Japanese (ja-JP). This feature enables administrators and analysts to to mine for topics in this dialect across all media types in order to gain insights into emerging topics.

Native voice transcription for core dialects

Genesys removed the Extended Voice Transcription Service (EVTS) option as a transcription option for core dialects in speech and text analytics programs. Administrators can now only select the native transcription engine for English Australia (en-AU), English Great Britain (en-GB), English United States (en-US), and Spanish United States (es-US) dialects. Existing programs configured to use EVTS for those dialects are unaffected and will continue to use EVTS. However, if an administrator changes an existing program from EVTS to native transcription for a core dialect, then EVTS is no longer available. Using native voice transcription for the most common dialects provides the most cost-effective solution while retaining high transcription accuracy. Organizations can still use EVTS for non-core dialects.

Unified Experience from Genesys and ServiceNow Genesys Cloud Background Assistant (GCBA) support

Agents who use both voice and digital capabilities for Unified Experience from Genesys and ServiceNow can now use Genesys Cloud Background Assistant (GCBA) on Windows 10 and 11 operating systems for screen recording. With GCBA, agents can pause and resume recordings when collecting sensitive information and record screens during calls to support compliance, documentation, and training needs. Administrators can install GCBA independently from the integration installations. This feature enables screen recording capabilities to send appropriate signaling to authenticate the application and to track the user conversation life. 

Transcription and storage of caller’s final voice input

Administrators can now ensure that a caller’s final words are transcribed and stored even if the call disconnects before the system finishes processing. This improvement applies to voice surveys, bot flows, and virtual agents. Previously, if a caller spoke and then disconnected (by hanging up or due to a telephony error), the partial audio was discarded unless it was fully processed. With this update, the system saves that final input, helping surveys capture complete feedback and reducing the chance of missing valuable caller comments.

Content-based search for knowledge base articles in Norwegian, Danish and Finnish

Administrators can now allow users to search the content of Danish Denmark (da-DK), Finnish Finland (fi-FI), and Norwegian Norway (nb-NO) knowledge base articles, rather than just article titles. Content searches are case-insensitive where applicable and improve the search experience across multiple languages. This enhancement makes it easier for knowledge authors to manage multilingual content and helps ensure that users find relevant articles more efficiently.

Swiss German language support in Architect

Core IVR prompt and system audio file support in Architect is now available for Swiss German (de-CH) for the Play Estimated Wait Time and Play Position In Queue actions and for Collect Input verification.

Enhancements to visual components in the interaction details page

Genesys Cloud enhanced visual elements on the interaction details page to provide a modernized and polished user experience across Genesys Cloud. These updates provide a more consistent and engaging layout, making it easier to review and act on interaction details. This approach preserves the functionality of the previous components, allowing users to continue working with the familiar interface while benefiting from the improved design. Existing functionality remains unchanged.