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 March 4, 2024. The feature descriptions in the March 4, 2024 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.

Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages

Sentiment and agent empathy analysis support is now available for Arabic World (ar-001), Arabic UAE (United Arab Emirates) (ar-AE), Arabic Bahrain (ar-BH), Arabic Egypt (ar-EG), Arabic Israel (ar-IL), Arabic Saudi Arabia (ar-SA), Arabic Tunisia (ar-TN), Korean Korea (ko-KR), Portuguese Brazil (pt-BR), and Portuguese Portugal (pt-PT).

Co-browse supports multiple iframes

Co-browse now supports multiple iframes on your brand's website. In co-browse sessions, the agent sees all iframes on the webpage, as long as they share the same domain as the iframe where the Genesys Messenger is deployed. 

Maximum number of calls per agent set at the campaign level

Administrators can now set Max Calls Per Agent for Predictive Dialing and Power Dialing mode campaigns. This outbound campaign setting enables fine-tuning the maximum number of calls that can be launched for an agent at the campaign level.

Genesys Digital Bot Flow support for mobile apps

Genesys Cloud now supports Genesys Digital Bot Flows for mobile apps, which provide users with enhanced interaction capabilities, including quick replies. This feature enables customers to reply quickly to interactions from their mobile devices and improves the self-service experience. 

Note: This feature list is subject to change.