Genesys Cloud 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 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

2024 Genesys CIDR expansion and firewall requirements notification
Division-based Schedule view
Bulk workitem termination

Data, analytics, and reporting

Improved Content Search view
Topic miner Dutch language support

Self service and automation

Automatically generate utterances in voice and digital bot flows with Genesys Virtual Agent and Genesys Agent Copilot
Knowledge bases with content search available in Architect bot flows and digital bot flows

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification

Account management

Control scripts access based on division membership

Data, analytics, and reporting

Native voice transcription support for Swiss German
Improved native voice transcription accuracy for Spanish

Employee productivity

Voicemail push notifications in Communicate mobile app

Open platform

CX Cloud from Genesys and Salesforce language support
Supporting links for operational event details

Self service and automation

Track and optimize flow size with enhanced insights

Workforce engagement

Improved workforce management schedule editor agent filter and sort
Workforce management weekly staffing requirements with ABM forecasts
Improved deferred workload prediction algorithm

Deprecations

Deprecation: Agent Assist AI Experience tokens provisioning

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Authenticated messaging enabled for Mobile Messenger
View Mobile Journey Tracking for enhanced agent insights
Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

Audit Viewer granular detail of role changes

Customer Engagement

Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

Preview active emails in queue and parked emails
Collaborate chat hyperlink ability

Open platform

Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

Capture slot values via LLMs with Genesys Virtual Agent
Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

Workforce management activity smoothing and schedule variability

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification

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.