Genesys Cloud – Features coming soon

This preview lists the features scheduled for the next Genesys Cloud release. The features will not be live in Genesys Cloud until January 13, 2025. The feature descriptions in the January 13, 2025 Genesys Cloud Release Notes will contain links to the accompanying documentation in the Resource Center or Developer Center. For information about upcoming Genesys Cloud feature releases, see the Feature releases and Announcements sections in Genesys Cloud Release Notes.

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.

2024 Genesys CIDR expansion and firewall requirements notification

Important
By February 1, 2025, to prevent service disruption and ensure service continuity, customers must take the following steps:
Genesys previously announced that, during the week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. Genesys postponed that date to February 1, 2025. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.

Customer engagement
multi region and multi organization

SMS and E-mail campaign automation using campaign rules

Administrators can now automate operations for SMS and email campaigns using campaign rules, including conditions and actions. This enhancement enables campaign rules to operate simultaneously across digital (SMS and email) and voice campaigns and streamlines campaign management. Also Change Campaign Template and Set Campaign Messages Per Minute actions are now available for digital campaigns. These actions provide greater flexibility and control over digital channel operations.

Customer engagement
outbound campaigns and dialer

Native voice transcription support for capitalization, punctuation, and normalization of digits for English language transcripts

Genesys Cloud native voice transcription in English now more accurately adds capitalization, periods, question marks, and commas where applicable, as well as shows spoken numbers as digits int he transcription. This improvement enhances transcript readability and does not impact sentiment analysis, topic spotting, or content search performance.

Data, analytics, and reporting
speech and text analytics

Hindi programs, topics, and phrases support

Programs, topics, and phrases support is now available for Hindi (hi-IN).

Data, analytics, and reporting
speech and text analytics

Complex journeys persist in post calculation sequenced path order on Journey Management

Administrators can now ensure that event cards in journey management persist in the same order as they were constructed, even after the journey is calculated, saved, or retrieved later. This enhancement provides a clear and logical sequence for viewing results in journeys with multiple paths and simplifies the management and review of large, complex journeys that contain up to 20 branches. The event card order remains consistent, which helps users better understand and analyze journey outcomes.

Data, analytics, and reporting
journey management

Add descriptions to collaborate chat rooms

Administrators can now add or edit descriptions for Collaborate chat rooms, which enables room owners to provide more context and information about the room’s purpose. A chat room description helps participants understand the role of the chat room and the intended focus beyond the title. This enhancement reflects feedback from users and internal teams who requested alignment with the capabilities of other chat platforms.

Employee productivity
unified communication and collaboration
Note: This feature list is subject to change.