Genesys Cloud FedRAMP region release notes

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View current and past releases below. Feature availability may vary and is based on factors such as, but not limited to, region readiness, product licensing, and the Genesys release schedule. For more information, see the Genesys Cloud release schedule.

For a preview of Genesys Cloud’s next release, see FedRAMP region – Features coming soon. For other upcoming features, see Platform announcements.

For announcements about our development platform and public APIs, see the Genesys Cloud Developer Forum.

Customer engagement

Quick replies, cards, and carousels for open messaging
Third-party Facebook, Instagram, and WhatsApp messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Workforce engagement

GCBA proxy server support
Enhanced date format display for workforce management agents

Customer engagement

Enable UUI retrieval from outbound call responses

Employee productivity

Improved agent messaging interface
Keyboard support for DTMF input in embedded framework

Open platform

Genesys Cloud Voice number management UI improvements

Customer engagement

Work items custom panel support
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

Enhanced interaction visibility in agent status widget
Sentiment and agent empathy analysis for Swiss German language

Open platform

Genesys Cloud Voice now available in FedRAMP region (USE2)
Additional conversation events for the Operational Console

Self service and automation

Architect toolbox search option
Knowledge workbench connectors for Salesforce and ServiceNow

Deprecations

Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

Account management

Simplified customer firewall requirements

Customer engagement

Active callback columns for performance views

Data, analytics, and reporting

Journey flows tab in Architect for outbound call, inbound email and message flows
Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

Multi contextual panels

Open platform

Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

Drag and drop in Architect builders

Workforce engagement

Workforce management read-only continuous forecasting

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.