Genesys Cloud monthly archive
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June 10, 2024

Account management

  • Simplified customer firewall requirements

Customer engagement

  • Enhanced message delivery status in messenger widget

Employee productivity

  • Knowledge workbench Cantonese, Mandarin, Taiwanese, Polish, and Korean language support
  • Insights app for iOS
  • Direct voicemail non-ACD call transfer for enhanced call management

Open platform

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Basque (EU), and Swedish language support

Workforce engagement

  • SCORM 1.2 learning standard conformance
  • Learning module improvements

Deprecations

  • Deprecation: ACD Web Chat 2.0 (Rest API)
  • Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication

View details


June 3, 2024

Account management

  • Enhanced ACD Skills and Languages menu

Data, analytics, and reporting

  • Email notifications for expiring and expired scheduled exports
  • Introducing Architect Journey Flows for inbound and secure call flows

Open platform

  • Genesys Cloud Voice currencies and inbound list pricing regional availability
  • Poly VVX hostname format

Self service and automation

  • Enhanced AudioHook Monitor configuration and migration process

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Taiwanese language support

Deprecations

  • Deprecation postponement: Legacy alerting system

View details


May 27, 2024

Account management

  • View all groups permission

Data, analytics, and reporting

  • United Kingdom Genesys Cloud SMS users
  • Interaction categories for interaction analysis

Customer engagement

  • File attachments via supported content profile
  • Queue segmentation of canned responses
  • Re-use SMTP connections in outbound email

Self service and automation

  • Updated analytics event for top viewed articles in the Knowledge Optimizer Insights and Optimization dashboard

Workforce engagement

  • Supervisor WEM dashboard

View details


May 20, 2024

Customer engagement

  • Auto-answer functionality for agents in preview campaigns
  • Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

  • Improved interval granularity for ad-hoc exports
  • Edit and rerun scheduled exports
  • Export panel enhancements

Employee productivity

  • Genesys Agent Assist summarization Spanish support (preview)
  • Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

  • Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
  • Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
  • BYOC Cloud TLS X.509 certificates
  • Architect data tables user interface updates

Workforce engagement

  • Insights visual charting for supervisors

Deprecations

  • Deprecation: BYOC Premises Edge Remote Survivability
  • Deprecation: Active screen recordings UI

View details


May 13, 2024

Customer engagement

  • View and edit imported data via the user interface in the Contact List editor
  • Dynamic outcome targeting in Predictive Engagement action maps

Self service and automation

  • Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Deprecation

  • Deprecation: Adobe data actions integration removal

View details


May 6, 2024

  • Improved Genesys Cloud announcements

Customer engagement

  • Canned Responses user interface enhancements

Data, analytics, and reporting

  • Introducing Architect Journey Flows for bot and digital bot flows
  • Analytics API enhanced capabilities
  • Real time alerts for out of adherence status
  • Analytics views column picker improvements

Workforce engagement

  • Manage Active Screen Recordings

View details


April 29, 2024

Data, analytics, and reporting

  • Enhanced toast, email, or SMS notification alerts
  • Enhanced alerts management
  • Improved native voice transcription accuracy for Korean dialect

Employee productivity

  • Genesys Agent Assist summarization moved to the ACW pane
  • Push notifications on Collaborate for Android regardless of presence or status

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Finnish language support
  • Control knowledge behavior from start to finish in Architect digital bot flows
  • Evaluate schedule groups in Architect bots and digital bots before ACD transfer

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

View details


April 22, 2024

Account management

  • Web surveys in Genesys Cloud EX

Data, analytics, and reporting

  • Analytics data masking options
  • Sentiment and agent empathy analysis for Danish, Finnish, Hebrew, Norwegian, Polish, and Swedish languages (early preview)
  • Improved sentiment analysis for French and Spanish languages
  • Speech analytics in Genesys Cloud EX
  • Agent empathy analysis

Employee productivity

  • Agent desktop email user interface enhancements
  • Headset call control buttons in embedded clients

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route
  • Deprecation: Native LINE third-party messaging channel

View details


April 15, 2024

Customer engagement

  • Architect post-call actions in voice calls
  • Improved agent utilization for digital transfers
  • Introducing Work Automation in select regions

Data, analytics, and reporting

  • Dynamic time zone settings in workspaces and views

View details


April 8, 2024

Customer engagement

  • Outbound WhatsApp message on behalf of a queue
  • File attachments via supported content profile

Data, analytics, and reporting

  • Edit and rerun scheduled exports
  • Export panel enhancements
  • Improved native voice transcription accuracy for Spanish dialects

Employee productivity

  • Push notifications on Collaborate for iOS regardless of presence or status

Self service and automation

  • Introducing the Nuance Recognizer as a Service integration
  • Improved flow size indicator in Architect
  • Introducing the Audio Connector integration

Deprecations and announcements

  • Deprecation: Mobile Messenger SDK for React Native apps
  • Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details


April 1, 2024

Account management

  • Operational console to monitor and view operational events

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Portuguese dialects

Customer engagement

  • Enhanced search capability within skill expression groups

Workforce engagement

  • Leaderboard view disabled for organizations with disabled gamification
  • Change forecast associated with a schedule
  • Recording bulk action API improvement for aged recording management

Deprecations and announcements

  • Deprecation postponement: Legacy alerting system

View details


March 25, 2024

Employee productivity

  • Conversation summarization with Genesys Agent Assist for Voice
  • Agent dashboard email component update

Open platform

  • Audit Viewer alternate search parameters support

Workforce engagement

  • Inbound and outbound filter for gamification metrics

Deprecations and announcements

  • Deprecation postponement: Active screen recordings UI

View details


March 18, 2024

Customer engagement

  • Outbound digital campaigns event triggers for post-contact interactions
  • Enable and disable email threading

Deprecations and announcements

  • Deprecation: Canned reports
  • Deprecation: Legacy alerting system

View details


March 11, 2024

Workforce engagement

  • Automated time-off approval for grouped agents

Self service and automation

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

  • Genesys Agent Assist knowledge article feedback
  • Public APIs for Collaborate chat room management and chat messages
  • Remove users from Collaborate chat rooms

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Italian

Customer engagement

  • Skills-based dialing for Preview and Progressive campaigns
  • Configure labels to manage interactions
  • Genesys Cloud Voice in Italy
  • Refreshed Predictive Engagement user interface

Deprecations and announcements

  • Deprecation: Outbound Search Audits view
  • Deprecation: Native X (formerly Twitter) third-party direct messaging channel

View details


March 4, 2024

Data, analytics, and reporting

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

Customer engagement

  • Co-browse supports multiple iframes
  • Maximum number of calls per agent set at the campaign level
  • Genesys Digital Bot Flow support for mobile apps

View details


February 28, 2024

Self service and automation

  • Improved utterance confusion resolution in Architect bot flows and digital bot flows

Data, analytics, and reporting

  • Improved native voice transcription accuracy for German

Customer engagement

  • Specify queue in scheduled callbacks
  • Surface article variations by Predictive Engagement segments for the Messenger Knowledge App
  • ACD conferences
  • Predictive engagement new and replaced operators

Deprecations and announcements

  • Scheduled hybrid organization migrations

View details


February 21, 2024

Customer engagement

  • Web messaging support in MEC1 (UAE) region
  • Digital channels participant information update

Self service and automation

  • Knowledge portal refreshed article search results

Employee productivity

  • Submit feedback in Genesys Tempo

Data, analytics, and reporting

  • Sentiment analysis support for Cantonese, Mandarin, and Taiwanese languages
  • Notification API voice transcription number normalcy for English languages
  • Improved native voice transcription accuracy for French languages
  • Improved sentiment analysis for English languages

View details


February 14, 2024

Customer engagement

  • Enhanced pacing control in dialing campaigns
  • Co-browse for voice via Messenger
  • Deploy Messenger without web messaging
  • Messenger JavaScript SDK toaster plugin
  • Enhanced external contacts data access control for agents

Data, analytics, and reporting

  • Improved native voice transcription accuracy for Spanish

Self service and automation

  • Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

  • APIs to integrate external learning modules

Deprecations and announcements

  • Deprecation: Adobe data actions integration removal
  • Deprecation: Pointillist Community

View details


February 7, 2024

Account management

  • API for platform limit event alert

Customer engagement

  • Message routing admin page user interface enhancements
  • Improved on-demand Messenger launcher visibility
  • Active Total Callback column in Performance views
  • WhatsApp monthly recurring charge removal

Data, analytics and reporting

  • Improved native voice transcription accuracy for Dutch
  • Topic miner queue selection increase

Resource center

  • Genesys Cloud release notes enhancements

Self service and automation

  • Export utterance history data from Architect bot flows and digital bot flows
  • Intent miner Portuguese language support

Deprecations and announcements

  • Deprecation: Legacy historical adherence query route

View details


January 31, 2024

Customer engagement

  • Transfer APIs and associated permissions
  • Client Credential Flow (CCF) authentication support for SMTP integrations
  • Support for multiple external email participants

Data, analytics, and reporting

  • Architect Flow Insights toggle for bot and digital bot flows
  • Improved accuracy of Irish street names in English native voice transcription

Open platform

  • Update agent preferred name via public API
  • Asia Pacific satellite region deployment

Self service and automation

  • Search for a knowledge base article by ID in Architect

Workforce engagement

  • Support for disputed evaluations on gamification metrics scorecards

View details


January 24, 2024

Data analytics and reporting

  • Improved native voice transcription accuracy for Japanese

Employee productivity

  • Enhancement of inactivity timeout in embedded clients

Open platform

  • Osaka, UAE, and Zurich region deployments

Workforce engagement

  • Suppress recording when a call is on hold

Deprecations and announcements

  • Deprecation: Legacy ACD web chat
  • Deprecation: Google Agent Assist for Genesys Cloud
  • Deprecation: Legacy co-browse and screenshare

View details


January 17, 2024

Customer engagement

  • Advanced input file pre-processing
  • Additional file format support for contact lists

Open platform

  • Portuguese language support

Self service and automation

  • Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

  • Workforce management navigation menu grouping
  • Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

  • Deprecation: Legacy alerting system

View details


January 10, 2024

Customer engagement

  • Improved digital agent-to-agent transfer
  • Increased number of outcomes limit

Data, analytics and reporting

  • Sensitive data masking French and Italian language support
  • View daily agent login and logout activity for multiple agents
  • Enable/disable evaluation and survey data in Interactions and My Interactions views
  • Analytics user interface enhancements
  • Introducing external contacts and external organizations filters and columns in performance views

Self service and automation

  • Architect data tables user interface updates
  • Triggers UI improvements

Workforce engagement

  • Change agent schedulable status from the Agents view
  • Change daily values and distribution forecast modification type

Deprecations and announcements

  • Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details


December 20, 2023

Data, Analytics & Reporting

  • Acoustic metrics added to transcript aggregates
  • Open interactions in a new Analytics workspace tab
  • English voice transcript sensitive data masking improvements

Employee productivity

  • Introducing metrics and reporting for Genesys Agent Assist

Open platform

  • Leveraging Digicert as the certificate authority in the mTLS process

Deprecations and announcements

  • Deprecation: Pointillist Community

View details


December 13, 2023

Account management

  • Control wrap-up code access within divisions

Customer engagement

  • Outbound dialing contact list builder
  • Mobile customer journey tracking
  • Improved call analysis response performance
  • Mobile app event orchestration

Data, analytics and reporting

  • Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support
  • Extended voice transcription services support for Afrikaans, Czech, Greek, Hungarian, Malay, Russian, Slovak, Vietnamese, and Zulu

Open platform

  • CX Cloud from Genesys and Salesforce integration

Self service and automation

  • Knowledge workbench V2 Japanese language support (early preview)

Workforce engagement

  • Improved Automatic Best Method (ABM) forecasting accuracy
  • Average Talk Time gamification metric
  • Learning modules with rich text format
  • Supervisor insights improvements

Deprecations and announcements

  • Deprecation: Using Internet Explorer 11 for Genesys Cloud authentication
  • Deprecation: Genesys Cloud SSO certificate expiry

View details


December 6, 2023

Account management

  • Change password set/reset workflow
  • Password policy minimum requirements

Customer engagement

  • Increased support for non-E.164 format phone numbers in Single Customer View
  • In-queue and scheduled callback automation
  • Perform a benefit assessment before predictive routing free trial activation

Data, analytics and reporting

  • Topic miner French language support
  • Mine for new trending topics in email interactions
  • Sentiment Analytics data in Agent/Queue/Flow Topic views
  • Agent empathy API and customer sentiment language support for Dutch, Italian, German and Japanese

Workforce engagement

  • Screen recording available in Genesys Cloud CX 1 license

View details


November 29, 2023

Customer engagement

  • Messenger support for Estonian, Latvian, and Lithuanian
  • External contact management user interface refresh

Data, analytics and reporting

  • Improved voice transcription accuracy for Portuguese (pt-PT and pt-BR)
  • Agent, Queue, and Flow topics summary view enhancements

Employee productivity

  • Improved Collaborate for iOS search experience
  • Real-time monitoring for web messaging channels

Self service and automation

  • Sort and filter intents and utterances in Architect bot flows and digital bot flows

Workforce engagement

  • Bulk archive recordings through recording bulk action API

Deprecations and announcements

  • Deprecation: Native LINE third-party messaging channel

View details


November 15, 2023

Data, analytics and reporting

  • Filter data by multiple topics in Topic Trend Summary and Agent, Queue, and Flow topic summary views
  • Content search enhancements

Open platform

  • Genesys Cloud Voice in Brazil

Self service and automation

  • Category and subcategory navigation in the knowledge portal
  • Header background and category icon images in the knowledge portal

Workforce engagement

  • Routing > Schedules is now Routing > Operating Schedules
  • Agent connected duration, maximum evaluations per agent, and customized sampling criteria in agent evaluations

Deprecations and announcements

  • Deprecation: Canned reports

View details


November 8, 2023

Customer engagement

  • Improved Messenger UI color contrast patterns

Self service and automation

  • Mute suggestions and hide intent health for Architect bot flows and digital bot flows

View details


November 1, 2023

Employee productivity

  • Genesys Agent Assist on the CX platform for voice

Self service and automation

  • Category and subcategory navigation in the knowledge portal

Deprecations and announcements

  • CIDR IP address range for cloud media services expansion
  • Native LINE third-party messaging channel deprecation
  • Mandatory SMS Registration Deadline: Toll Free Numbers

View details


October 25, 2023

Customer engagement

  • Add media to an Outbound SMS campaign
  • Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

  • Evaluator value update based on submission
  • Create in-app toast notification alert rule
  • Analytics Performance views accessibility improvements

Workforce engagement

  • Quality evaluation revision enablement for rescores
  • Quality management evaluations assignment
  • View time-off balances from an external HR system on Genesys Tempo
  • Dispute completed quality management evaluations

View details


October 18, 2023

Account management

  • Division-aware configuration objects default to all divisions
  • Assign divisions to secondary statuses
  • User settings page displays the last login date and time

Customer engagement

  • GCV outbound fraud protection

Data, analytics and reporting

  • New speech and text analytics permissions
  • Agent empathy analysis API for English transcripts
  • New analytics dashboard metrics
  • Messenger co-browse toolbar improvements
  • Remove agents who deselect their phone from the queue

Employee productivity

  • Agent target selection interface and workflow improvements

Workforce engagement

  • Assign division specific secondary status codes for agents

View details


October 11, 2023

Account management

  • The User Settings page displays the last login date and time
  • Regional Genesys location as default directory location
  • iRAP protected compliance assessment

Customer engagement

  • Allow end-user participants to clear web messaging conversations

Data, analytics and reporting

  • Trigger alerts based on the number of agents currently in queue

Self service and automation

  • Architect knowledge configuration improvements
  • Internal article references as hyperlinks in other knowledge articles

Deprecations and announcements

  • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement
  • Search Audits APIs deprecation
  • Deprecation: Removal of Utilize Load Based permission

View details


October 4, 2023

Data, analytics and reporting

  • Improved native voice transcription accuracy for specific French dialects
  • Improved native voice transcription accuracy for specific Spanish dialects

Open platform

  • Ringtone selection for call alerts

Self service and automation

  • Centralized import and export for knowledge workbench V2
  • Preview knowledge workbench V2 articles
  • Advanced filtering and customizable columns for knowledge bases

Deprecations and announcements

  • Deprecation: Removal of consult transfer controls from the interaction window in Genesys Cloud embedded clients

View details


September 27, 2023

Customer engagement

  • Improved call analysis response performance
  • Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

  • Out-Of-The-Box (OOTB) process updates
  • Manually add words to the dictionary backend

Self service and automation

  • Knowledge optimizer unanswered queries improvements

Deprecations and announcements

  • Legacy alerting system deprecation postponement

View details


September 20, 2023

Customer engagement

  • Search domain names and email addresses
  • Inbound call handling site for BYOC Cloud trunks
  • Supported file attachments update in third-party messaging

Data, analytics, and reporting

  • Configure rules for any user in a work team

Self service and automation

  • Cards and carousels for digital bot conversations
  • Expanded knowledge portal availability

Workforce engagement

  • WEM activity widget for Genesys Cloud for Embedded Framework
  • Architect workflow automated notifications

Deprecations and announcements

  • Deprecation: Active Screen Recordings UI

View details


September 13, 2023

Customer engagement

  • Open messaging typing indicators

Data, analytics, and reporting

  • Introducing the Genesys Cloud Analytics Add-on (A3S)

Open platform

  • Architect workflow trigger automation
  • Introducing Genesys Cloud CX Accelerators

Self service and automation

  • Support center name change
  • Architect Transfer to ACD action in Genesys Dialog Engine Bot Flows
  • Introducing the Architect Optimizations dashboard
  • Architect flow outcomes and milestones user interface updates

Workforce engagement

  • Workforce Engagement Management (WEM) activity view in external web environments

Deprecations and announcements

  • Deprecation: Canned reports
  • View details


    September 6, 2023

    Customer engagement

    • Additional EMEA numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Additional APAC numbers for Genesys Cloud Voice in US, Canada, and Europe
    • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Japanese language support

    Data, analytics, and reporting

    • WebRTC Media Helper in Analytics

    Self service and automation

    • Architect zoom enhancement and legacy user interface toggle removal

    Workforce engagement

    • WEM activity views in Genesys Cloud for Salesforce embedded client
    • Telephony administrator user interface updates

    Deprecations and announcements

    • Search Audits APIs deprecation postponement

    View details


    August 30, 2023

    Customer engagement

    • Conditional group routing as the timeout routing method for preferred agent routing
    • Require the WebRTC Media Helper
    • Custom music for agent-initiated hold duration
    • End interactions automatically when agents logoff
    • Improved media handling for outbound message attachments

    Data, analytics, and reporting

    • Danish, Finnish, Hebrew, Norwegian, and Swedish programs, topics, and phrases support
    • Introducing the Genesys Cloud Analytics Add-on (A3S)
    • Campaign Interactions Detail view and Dialer Campaign Detailed Attempt History Report for outbound campaigns

    Open platform

    • Genesys Cloud for Chrome extension update
    • Calling party ID in p-asserted identity SIP header
    • Yealink headsets support

    Self service and automation

    • Additional formatting for knowledge workbench v2 articles
    • Test digital bot flows in real time
    • Intent health in Architect bot flows and digital bot flows

    Workforce engagement

    • Quality evaluation scores now available as a gamification metric

    Deprecations and announcements

    • US/CA 10DLC (10-Digit Long Code) SMS numbers purchase requirement
    • Arrow Electronics partnership and end of preconfigured edge appliances program
    • Deprecation: CX digital agent workspace (digital desktop only)
    • Japanese translation of “idle” inconsistency

    View details


    August 23, 2023

    Data, analytics, and reporting

    • Extended voice transcription services support for Cantonese, Mandarin, and Taiwanese
    • Real-time agent filtering and agent updates

    Self service and automation

    • Nuance Mix integration support in Canada
    • JSON variables and states in Architect bot flows and digital bot flows

    View details


    August 16, 2023

    Contact center

    • Additional voice transcription accuracy improvements for Japanese
    • Sensitive Data Masking for voice interactions
    • Additional CX 1 Digital Add-On II capabilities
    • Co-browse for web messaging read-only fields and buttons
    • Dashboards summary page enhancements
    • Dashboard management for administrators
    • Knowledge follow-up tasks in bot flows and digital bot flows

    Integrations

    • Amazon LexV2 integration available in the FedRAMP region

    Deprecations and announcements

    • Search Audits view deprecation
    • BYOC Cloud TLS X.509 certificate renewal
    • Certificate Authority change for Microsoft Teams integration
    • Release Notes category improvements

    View details


    August 9, 2023

    Contact center

    • Force stop button in digital campaign management

    Integrations

    • Limitation for JSON objects depth in data action service

    Platform

    • Trigger inclusion in Genesys Cloud CX 1 license

    View details


    August 02, 2023

    Contact center

    • Updated WhatsApp pricing structure
    • Copy and share interaction transcripts
    • Web messaging inbound custom attribute size limit requests
    • SMS short code number in France
    • Improved workload balancing in predictive routing

    Integrations

    • Two score-setting options for ranking waiting interactions

    Platform

    • PCI DSS recertification
    • Genesys Cloud WhatsApp Embedded signup self-service onboarding
    • Subscribe to events from the Operational Console

    Deprecations and announcements

    • Deprecation: Outbound Search Audits view
    • Mandatory SMS US and Canada registration

    View details


    July 26, 2023

    Contact center

    • Agent evaluation details export generation for multiple agent
    • Workforce management business unit and service goal template impact override settings
    • Increased limits for workforce management dimensions
    • Topic miner Spanish language support

    View details


    July 19, 2023

    Communicate

    • Polycom Zero Touch Provisioning
    • Specify a Canadian address as a remote emergency address

    Contact center

    • Collaborate chat quick access for recent chat messages
    • Real-time Interactions data export

    Integrations

    • Sentiment analysis in Google Cloud Dialogflow CX integrations

    Platform

    • Suppress call recordings during IVR flow and in-queue segments

    View details


    July 12, 2023

    Contact center

    • Architect user interface refresh
    • Configure new conditional group routing method
    • Touchpoint variations for knowledge workbench articles

    Platform

    • Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

    View details


    July 5, 2023

    Contact center

    • Extended voice transcription services support for additional English dialects and German Switzerland
    • Improved native voice transcription accuracy for specific English dialects
    • Trigger Process Automation from any Evaluation State Change
    • Assign a permission to grant a role to a user by division

    Deprecations and announcements

    • Deprecation of legacy Dialog Engine postponement

    View details


    June 28, 2023

    Contact center

    • Call recording and quality management support in Genesys Cloud EX

    Deprecations and announcements

    • Deprecation: CX digital agent workspace

    View details


    June 21, 2023

    Contact center

    • Authenticated web messaging for verified users
    • Auto answer for digital interactions on queues

    Deprecations and announcements

    • LiveNow permission change
    • CIDR IP address range for cloud media services expansion

    View details


    June 14, 2023

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Drill down to dashboard performance views
    • Real time alerting based on agent’s after call work duration
    • Improved dashboard create and edit options
    • Show or hide top viewed articles in Support Center
    • Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

    Platform

    • Resource Center improvements
    • Telephony Extensions now support Divisions

    Deprecations and announcements

    • Legacy alerting system deprecation
    • External Contact directory pages external organization logo removal

    View details


    June 7, 2023

    Collaborate

    • Support for MDM browser authentication for Collaborate for iOS

    Contact center

    • Workforce management time-off requests user interface improvements
    • Improvements to playback screen recordings
    • Workforce management and HR Integration System (HRIS) integration
    • Modify the default whisper tone in Architect
    • Real-time alerting for waiting interactions
    • Introducing improved alerting

    Integrations

    • Client information in the embedded clients interaction window

    Deprecations and announcements

    • Journey customer service deprecation

    View details


    May 31, 2023

    Contact Center

    • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

    Deprecations and announcements

    • Knowledge workbench V1 deprecation
    • Genesys Dialog Engine deprecation postponement
    • Mandatory US and Canada SMS/MMS registration

    View details


    May 24, 2023

    Communicate

    • Message Waiting Indicator improvements

    Contact Center

    • Improved voice transcription accuracy for English language regions
    • Gamification metrics creation workflow improvements
    • Enhance predictive routing accuracy with participant data
    • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

    Integrations

    • Support for JSON format output in trigger notifications
    • Trigger creation support for user activity topic

    Deprecations and announcements

    • JourneyCustomer cookie ID from GDPR API subjects response deprecation
    • LiveNow permission change

    View details


    May 17, 2023

    Communicate

    • Additional ringtone options for Communicate for iOS and Android

    Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8x8 integration

    View details


    May 10, 2023

    Contact Center

    • Historical adherence and shrinkage view updates for teams
    • Route email to multiple destinations
    • Improved analytics email data with CC/BCC details

    Deprecations and announcements

    • Search Audits view deprecation
    • Search Audits APIs deprecation

    View details


    May 3, 2023

    Communicate

    • Support for MDM browser authentication for Communicate for iOS

    Contact Center

    • Additional voice transcription accuracy for Arabic
    • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
    • Automatically reschedule time zone skipped contacts

    Platform

    • Identify unused roles and permissions in the Admin UI
    • Display number of interactions routed via non-predictive routing method due to timeout

    Deprecations and announcements

    • BYOC Premises—Customer VM Solution deprecation

    View details


    April 26, 2023

    Contact Center

    • Generative AI to summarize agent digital interactions
    • New workforce management scheduling menu
    • Automatic language detection for digital interactions
    • Show or hide top searched articles in Support Center
    • Bulk changes to knowledge base question and answer articles
    • Copy an existing evaluation or web survey form
    • Customer Journeys tab in the Interactions View
    • Canned responses source code/HTML editor
    • Access to Queue Agent Details View by division membership

    Integrations

    • Introduction of OAuth 2.0 for custom SMTP integration

    Deprecations and announcements

    • Customer journey tab replacement

    View details


    April 19, 2023

    Platform

    • Single sign-on configuration enhancement

    Contact Center

    • Campaign performance views for agents
    • Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
    • Add Max No Input task to Architect bot actions
    • Performance insights view
    • Filter by evaluation form name

    Integrations

    • Nuance Mix integration support in Australia

    View details


    April 12, 2023

    Contact Center

    • External contacts Profile tab updates
    • Import question and answer FAQs from URLs

    View details


    April 5, 2023

    Platform

    • Automatic inactivity timeout improvement
    • Maximum voicemail recording length setting

    Contact Center

    • Introducing the Data Actions Performance views
    • Introducing new Topic tab in agent, queue, and flow summary and detail views
    • Extended voice transcription services support for Arabic and Hebrew right to left languages
    • Topics and phrases support for Arabic right to left languages
    • Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
    • Data action in rule conditions for digital campaigns
    • Notification message for conversation disconnect

    Deprecations and announcements

    • Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

    View details


    March 29, 2023

    Communicate

    • Built-in Genesys Cloud WebRTC diagnostics application improvements

    Contact Center

    • External contacts Profile tab updates
    • Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
    • Archive and unarchive learning modules

    Integrations

    • Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
    • Custom voices support for the Google Cloud Text-to-Speech integration

    Deprecations and announcements

    • Static data actions for web service data actions integration removal

    View details


    March 22, 2023

    Communicate

    • Transcription for Communicate voicemails
    • Active speaker indicators

    Contact Center

    • Additional voice transcription accuracy improvements for Spanish
    • Approve time-off requests based on agent hire date
    • Evaluation source in evaluation cards
    • Enhanced pagination control in analytics workspace views
    • Queue Performance Summary chart view
    • Metric values in views with duration statistics
    • Transcription for Communicate voicemails
    • Restricted access to details about predictive routing agents
    • Delete a knowledge base

    Deprecations and announcements

    • Deprecation of select filters in Analytics API in Predictive Engagement

    View details


    March 15, 2023

    Contact Center

    • Topic spotting improvement
    • Extend after call work (ACW) timeout settings to digital channels
    • Agent requested after call work (ACW) option
    • After call work (ACW) analytics for callbacks improvement
    • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
    • Genesys natural language understanding (NLU) improvements

    Integrations

    • Genesys AppFoundry improvements

    Deprecations and announcements

    • Static data actions for web service data actions integration
    • Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

    View details


    March 8, 2023

    Collaborate

    • Set time to return to previous status after users disconnect and reconnect

    Communicate

    • US and Canada numbers available for Genesys Cloud Voice EMEA Regions

    Contact center

    • Introducing Genesys Cloud Background Assistant for screen recording with the web app
    • Introducing regional storage for call recordings
    • SSML support in Genesys Dialog Engine Bot Flows
    • New Search endpoint
    • New variables and improvements for scripts
    • Improved do not contact (DNC) list functionality to support custom values
    • Communicate call classification update

    View details


    March 1, 2023

    Contact center

    • Introducing homescreen configuration for Messenger
    • Knowledge articles in Messenger
    • Agent Log-in Log-out report
    • Status duration data for agents
    • Analytics workspace improvements
    • Delayed reaction triggers for process automation

    Platform

    • Hong Kong, Jakarta, and Paris satellite region deployment

    Deprecations and announcements

    • Mandatory US and Canada SMS/MMS registration
    • Deprecation of select filters in Analytics API in Predictive Engagement postponement
    • End of Analytics Conversation Detail Endpoint API query interval change allowlist
    • CIDR IP address range for cloud media services expansion

    View details


    February 22, 2023

    Communicate

    • Require the WebRTC Media Helper
    • WebHID technology for Jabra headsets re-enablement

    Contact center

    • Improved interval granularity for a specific time span during performance metrics exports
    • Improved module scheduling
    • Scorecard tab improvements in the agent activity view

    Deprecations and announcements

    • journeyCustomer cookie id from GDPR API subjects response deprecation
    • Customer journey tab replacement
    • Genesys legacy Dialog Engine deprecation
    • Knowledge workbench V1 deprecation

    View details


    February 15, 2023

    Contact center

    • Status metrics for multiple queues on Performance Dashboards
    • Support for capitalization and punctuation in native voice transcription for English transcripts
    • Improved sentiment analysis for English
    • Knowledge workbench Dutch language support

    Deprecations and announcements

    • CIDR IP address range for cloud media services expansion postponement
    • Canned reports deprecation date updates

    View details


    February 8, 2023

    Contact center

    • Automatic knowledge surfacing with Genesys Agent Assist
    • Cards and carousels in the CX digital agent workspace
    • Images and email addresses as hyperlinks in knowledge base articles
    • Jump to reusable tasks in Genesys Dialog Engine Bot Flows
    • Encrypt and decrypt data in Architect flows
    • Mine topics from messaging transcripts
    • Intent miner German language support

    View details


    February 1, 2023

    Contact center

    • Participant names and avatars in Genesys Messenger
    • Sentiment data in Topic Trends views

    Platform

    • Email notifications for Genesys Cloud terms and conditions, privacy policies, and security policies updates

    Deprecations and announcements

    • Windows 8 and 8.1 support for the desktop app deprecation
    • Identify Journey SDK method in Predictive Engagement deprecation
    • API endpoint change for local key settings in recording service

    View details


    January 25, 2023

    Collaborate

    • Control access to the /giphy chat command

    Contact center

    • Callback outcomes metrics
    • Evaluation Assistance
    • Evaluation, survey, and assessment form builder enhancements
    • Additional voice transcription accuracy improvements for Spanish

    Platform

    • Solutions, subscription plans, licensing, and pricing from the Resource Center home page

    Deprecations and announcements

    • Deprecation of select filters in Analytics API in Predictive Engagement

    View details


    January 18, 2023

    Collaborate

    • Video setting improvements

    Contact center

    • Introducing the Genesys Cloud EX license
    • Online Agents count metric and Owned by Me filter for Performance Dashboards
    • Multiple media type filter support in views and exports

    Deprecations and announcements

    • Identify Journey SDK method in Predictive Engagement deprecation
    • OS Family attribute in Predictive Engagement
    • CIDR IP address range for cloud media services expansion

    View details


    January 11, 2023

    Contact center

    • Specify a default panel for agent interactions
    • Conversation autostart for mobile platforms
    • Extended voice transcription services text decoration support
    • Extended voice transcription services support for Danish, Finnish, French, Norwegian, and Swedish languages
    • Improved voice transcription accuracy for Japanese
    • Historical adherence bulk request

    Deprecations and announcements

    • End of Analytics Conversation Detail Endpoint API query interval change allowlist

    View details


    December 21, 2022

    Contact center

    • Co-browse for web messaging
    • Automatic email signatures in canned responses
    • Enhanced canned responses editor options
    • Rich media in knowledge base articles
    • Genesys Cloud native text-to-speech (TTS) French and Spanish support

    Integrations

    • Introducing the Google Cloud Speech-to-Text (STT) integration
    • Microsoft Teams integration enhancements

    Platform

    • Single sign-on configuration enhancements

    Deprecations and announcements

    • OS Family attribute in Predictive Engagement
    • Windows 7 support for the desktop app deprecation
    • Canned reports deprecation date updates
    • CIDR IP address range for cloud media services expansion postponement

    View details


    December 14, 2022

    Communicate

    • WebHID technology for Jabra headsets
    • Telephony administrator user interface updates

    Contact center

    • Genesys Agent Assist available in Genesys Cloud Embedded Clients
    • Import and export knowledge base articles in additional formats
    • No input timeout settings in Genesys Digital Bot Flows
    • Call digital bot flows from Architect in-queue message flows
    • Sentiment data in Agent Queue Detail and Queue Agent Detail views
    • Topic spotting improvement
    • Japanese programs, topics, and phrases support
    • Usability improvements to messaging and email in the Transcript tab
    • Genesys Cloud forecasting user interface updates

    Deprecations and announcements

    • Genesys Cloud SSO certificate expiry
    • CIDR IP address range for cloud media services expansion

    View details


    December 7, 2022

    Communicate

    • Ringtone options for web and desktop apps

    Contact center

    • Predictive routing queue impact report
    • Limited details for interactions older than 1.5 years available in all regions
    • Auto search for callbacks and outbound campaign calls in the Profile panel
    • Offset parameter added in recording bulk job API
    • Do Not Contact list endpoints for record removal
    • Genesys Messenger support for Hebrew
    • Tempo icon in Genesys Cloud
    • Workforce management time-off plan accessibility improvements
    • Knowledge workbench V2 accessibility improvements

    Deprecations and announcements

    • Microsoft Edge Legacy browser support deprecation

    View details


    November 30, 2022

    Contact center

    • Introducing topic mining
    • Historical shrinkage data
    • Filter by topic dialect
    • Work plan information in agent schedule views
    • Messenger headless support
    • Increased email size limit for custom AWS integrations
    • Built-in Message.Message.SenderAddressInfo.email variable in Architect inbound message flows
    • Microsoft Azure Cognitive Services TTS in Architect secure flows
    • Email configuration UI updates

    View details


    November 16, 2022

    Communicate

    • Opt out of voicemail and replace system audio for the default Architect voicemail flow

    Contact center

    • Genesys Agent Assist in agent workspaces
    • Delayed arrival notifications to supervisors in Genesys Tempo™
    • Coaching appointment configuration improvement
    • Improved voice transcription accuracy for Spanish
    • Limited details for interactions older than 1.5 years available in select regions

    Platform

    • IP addresses for data actions integrations automatically allowed

    View details


    November 9, 2022

    Contact center

    • 988 Suicide Hotline number plan available for all organizations
    • Analyze feedback from the knowledge optimizer
    • Google Cloud Dialogflow CX Resell integration in Architect secure flows
    • Genesys Tempo™ employee access settings

    View details


    November 2, 2022

    Communicate

    • International number plans as outbound routes changes

    Contact center

    • Introducing Genesys Cloud digital licenses
    • Agentless email notifications
    • Outbound email campaigns
    • Delivery status receipts for outbound email campaigns
    • Manage time zones for outbound email campaigns
    • Increased email size limit for custom SMTP integrations
    • New filters and columns in Content Search view
    • AudioHook billing for active use only
    • Cumulative uploads of external metrics for performance scorecards

    Deprecations and announcements

    • API endpoint change for local key settings in recording service
    • CIDR IP address range for cloud media services expansion

    View details


    October 26, 2022

    Contact center

    • Predictive routing benefit assessment for preferred agent routing
    • Destination address dimension in Conversation Detail record
    • Workforce management UI accessibility improvements

    Deprecations

    • API default profile change for gamification metrics

    View details


    October 19, 2022

    Contact center

    • Analyze feedback from the knowledge workbench
    • Hyperlinks in knowledge base articles
    • Typing indicators available for Messenger Transport Mobile SDK
    • Arabic voice transcription support

    Deprecations

    • Genesys Cloud SSO certificate expiry
    • CIDR IP address range for cloud media services expansion

    View details


    October 12, 2022

    Contact center

    • Single customer view powered by identity resolution available in all regions
    • Introducing Genesys Enhanced Text-to-Speech integration
    • Shift trading on iOS and Android devices
    • Secure bot flows in Architect
    • Audit log viewer for action maps
    • Agent Locale Scripter variable for agent's chosen language
    • Sentiment feedback, content search, and Interactions view icon updates

    View details


    October 5, 2022

    Contact center

  • Skill expression groups
  • Define ring membership by queue
  • Improved knowledge workbench V2 import and export
  • Agent utilization in improved estimated wait time calculations
  • Platform

    • API Explorer refresh
    • Updated Genesys Knowledge Network

    View details


    September 28, 2022

    Contact center

    • Cards for bot conversations
    • Carousels for bot conversations
    • Manually assign waiting interactions
    • Routing metrics added to Queue Agent Detail and Agents Queues Detail views
    • Interactions views fax column and filter
    • Microsoft Azure Cognitive Services text-to-speech (TTS) integration

    Platform

    • Improved user activity indicators
    • Genesys Cloud subscription name updates

    Deprecations

    • API default profile change for gamification metrics postponement

    View details


    September 21, 2022

    Contact center

    • Single customer view powered by identity resolution available in select regions
    • Predictive Engagement outcome value configuration and reporting
    • Extended voice transcription services
    • Agent status widget improvements
    • Web messaging image copy and paste
    • Extend Bot Connecter PostUtterance response timeout

    Platform

    • Process automation triggers

    View details


    September 14, 2022

    Collaborate

    • Video chat participant notifications

    Contact center

    • Introducing the Knowledge Performance dashboard
    • My Interactions view for agents
    • Genesys Messenger conversation auto-start
    • Audience size estimator for action maps in Predictive Engagement
    • Test regular expression slot types before implementation
    • Nuance Mix integration in Architect secure flows
    • Amazon Lex V2 bots in Architect secure flows
    • Google Cloud Dialogflow CX bots in Architect secure flows
    • Nuance TTS integration in Architect secure flows
    • Genesys Enhanced TTS in Architect secure flows
    • 988 Suicide Hotline number plan available with Genesys Cloud Voice
    • Genesys Messenger support for Portuguese
    • Intent miner French language support

    View details


    September 7, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Queue administration user interface improvements
    • Detected Topics gamification metric
    • Set Content Template action type added to digital rules for outbound digital campaigns

    Platform

    • Google Fonts API usage change for GDPR compliance

    View details


    August 31, 2022

    Communicate

    • Genesys Cloud WebRTC diagnostics app improvements

    Contact center

    • Genesys Digital Bot Flows
    • SMS message delivery status
    • Reset agent personal bests in gamification
    • Genesys Dialog Engine Bot Flows support for Portuguese
    • Improved voice transcription accuracy for Dutch

    Integrations

    • Cross-region export option for AWS S3 recording bulk actions integration

    View details


    August 24, 2022

    Contact center

    • Introducing knowledge workbench version 2
    • Optimize the knowledge base
    • Introducing support center
    • Knowledge workbench version 2, knowledge optimizer, and support center language search support
    • Interaction data retention time improvement

    View details


    August 17, 2022

    Contact center

    • List variables for agent script designers
    • Web messaging typing indicators setting

    Deprecations

    • Windows 7 support for the desktop app deprecation
    • Website visitor count API change

    View details


    August 10, 2022

    Contact center

    • Copy a development and feedback module
    • Genesys Beyond module enhancements
    • Configure setting to reduce latency of transcripts sent through Notifications API
    • Messenger Transport Mobile SDK
    • Use self-managed AWS Key Management Service for conversation data encryption

    Platform

    • South America (São Paulo) region deployment

    Deprecations

    • Microsoft Edge Legacy browser support deprecation
    • Website visitor count API change

    View details


    August 3, 2022

    Contact center

    • Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
    • Custom payload for Google Cloud Dialogflow speech models
    • Analyze predictive routing decisions
    • Dynamic contact list sorting during a running campaign

    Platform

    • Improved phone number validation in Directory profiles

    View details


    July 27, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Genesys Dialog Engine Bot Flow Insights and Optimizations menu

    Integrations

    • Introducing Genesys Cloud for Microsoft Teams

    Platform

    • Windows 11 support for the desktop app

    View details


    July 20, 2022

    Contact center

    • Skill expression groups available in select regions
    • Pre-contact and post-contact rule sets for outbound digital campaigns
    • System Dispositions condition type added to call rules for outbound dialing campaigns
    • Cover art for development and feedback modules
    • Query historical adherence data via GET request for workforce management

    View details


    July 13, 2022

    Collaborate

    • Genesys Cloud video chat setting improvements

    Communicate

    • Introducing BYOC Premises Customer Hardware Solution
    • Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

    Contact center

    • Topic trends summary and detail views
    • Agent ACD skills and language proficiency routing improvement
    • Improved default program list in speech and text analytics settings
    • Japanese voice transcription support

    Deprecations

    • Website visitor count API change

    View details


    July 6, 2022

    Contact center

    • Introducing contact center work teams
    • Predictive routing queue detail report
    • External metrics for performance scorecards
    • Topics and sentiment metrics consolidation
    • Amazon Lex integration in Canada (Central) AWS region

    Integrations

    • SMTP server integration email error notifications to agents

    View details


    June 29, 2022

    Platform

    • Automatically log out inactive users

    Communicate

    • Introducing Global Media Fabric
    • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
    • New Poly CCX supported phones

    Contact center

    • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
    • Improved module assignment workflow
    • Adjust wrap-up codes and notes using the API

    View details


    June 22, 2022

    Contact center

    • Reset and reassign development and feedback modules
    • Interaction evaluation form version tracking
    • Blocked offer views for Predictive Engagement journey action maps
    • Rich text formatting in bot messages
    • Interactions UI improvement
    • Intent miner Spanish language support
    • Web chat widget support for Google Fonts

    Deprecations

    • Canned reports deprecation
    • API default profile change for gamification metrics

    View details


    June 15, 2022

    Contact center

    • Improved wait time for call recording download and playback
    • Prioritize order of performance and development information in Agent activity view
    • Amazon Lex integration in Asia Pacific (Tokyo) AWS region

    Deprecations

    • Bridge integrations deprecation
    • Website visitor count API change

    View details


    June 8, 2022

    Contact center

    • Workforce management forecast modification limit increase

    Integrations

    • Google Cloud Dialogflow CX Resell available in AppFoundry

    Platform

    • Optionally disable built-in application authorizations

    View details


    June 1, 2022

    Contact center

    • Korean programs, topics, and phrases support

    Integrations

    • Use trigger endpoint with Google Cloud Function data actions

    View details


    May 25, 2022

    Communicate

    • Use Genesys Cloud desktop app to run WebRTC Media Helper

    Contact center

    • Agentless WhatsApp notifications
    • Define gamification profile metrics for media type and queue
    • Assessment data in agent development views
    • Additional customer information in Queues Activity Detail view

    Platform

    • Developer tools refresh

    View details


    May 18, 2022

    Contact center

    • Introducing AudioHook Monitor
    • Mandatory US and Canada SMS toll-free number verification
    • Retrieve estimated wait times for different media types in Architect flows
    • Use random functions in Architect decision actions
    • Parity in agent performance views with agent metrics reports
    • Export and import forecast in user-selected time zone for workforce management
    • Secure pause recordings when not a conversation participant in Conversations API

    Platform

    • Enable automatic capture of console logs for troubleshooting

    Deprecations

    • Agent interaction UI collapse/expand control removal

    View details


    May 11, 2022

    Communicate

    • Introducing hybrid telephony connections

    Contact center

    • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
    • Recycle a digital campaign
    • Enhanced customer journey view for Predictive Engagement administrators
    • Shrinkage Reporting API for workforce management
    • Ability to provide feedback to sentiment analysis in French dialects
    • Dutch programs, topics, and phrases support

    Integrations

    • Amazon EventBridge topic for wrap-up codes
    • Amazon EventBridge topics for external contacts and after call work events

    Platform

    • Updated icons in the Genesys Cloud UI

    View details


    May 4, 2022

    Contact center

    • Workforce management agent schedule enhancements
    • Expanded inbound MMS support for SMS messages
    • Outbound MMS support for SMS messages
    • DNC.com integration for Do Not Contact lists enhancements
    • Performance report for queues with predictive routing
    • Ability to remove PII from voicemail and fax notifications

    Integrations

    • Amazon EventBridge topics for conversation and flow metrics

    Platform

    • API usage report
    • CX as Code support for Architect flows
    • Genesys Cloud fair use policy documentation improvement

    Deprecations

    • Deprecation of workforce management time-off requests for non-consecutive days

    View details


    April 27, 2022

    Contact center

    • Authenticated web messaging
    • ”Bring your own keys” for recording encryption
    • SSML support for language capabilities in Genesys Dialog Engine Bot Flows
    • Toll-free number and long code support in NANP for outbound SMS campaigns
    • Map secondary presence statuses to workforce management activity codes
    • Workforce management view adherence permission

    Deprecations

    • Workforce management adherence permission change

    View details


    April 20, 2022

    Contact center

    • Filter interaction transcripts by detected topics in Content Search view
    • Audit log viewer for workforce management time-off limits and time-off plans

    View details


    April 13, 2022

    Contact center

    • Additional learning and coaching permissions for supervisor and administrator roles

    Deprecations

    • Website visitor count API change

    View details


    April 6, 2022

    Communicate

    • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

    Contact center

    • Inline images in canned responses
    • Ability to disable call analysis and answering machine detection
    • Email, message, and chat transcript enhancements
    • Configure workforce management activities as interruptible for coaching

    Deprecations

    • Workforce management adherence permission change

    View details


    March 30, 2022

    Contact center

    • Predictive routing for email interactions
    • Predictive routing for message interactions
    • Coaching UI improvements
    • Coaching and learning by division access
    • Architect Flush Audio action
    • Parallel slot and slot type creation in Genesys Dialog Engine Bot Flows
    • Genesys Dialog Engine Bot Flows support for French, German, Italian, and Spanish

    Platform

    • The Developer Center has a new look
    • Introducing Developer Center Notifications Monitor

    Deprecations

    • Deprecation of workforce management time off requests for non-consecutive days

    View details


    March 23, 2022

    Contact center

    • Introducing analytics workspace
    • Average Hold Handled and ACW Handled columns in Performance views
    • Improved customer sentiment scoring
    • Workforce management import service enhancement
    • Configurable Messenger position for web messaging
    • Web messaging delivery status notifications
    • Campaign and campaign sequence schedule improvements

    Platform

    • US East 2 (Ohio) region deployment

    Deprecations

    • Agent interaction UI collapse/expand control removal

    View details


    March 16, 2022

    Contact center

    • Introducing Architect in-queue flow support for digital flows
    • Architect data table permission enhancements
    • Customize inbound message flow based on action map
    • Assign to me option for quality management evaluation assignment
    • Portugal Portuguese voice transcription support
    • Portugal Portuguese programs, topics, and phrases support

    View details


    March 9, 2022

    Contact center

    • Introducing Architect built-in voicemail flow
    • Flow milestone views and flow outcomes and performance view updates
    • Scheduled Callbacks view improvements
    • Expanded workforce management audit log details
    • View the creation date and time of a schedule or forecast
    • Inspirational quotes replacement

    Integrations

    • Maximum instances per organization for Amazon EventBridge integration

    Deprecations

    • Horizontal script panel in agent interaction UI removal
    • Workforce management adherence permission change

    View details


    March 2, 2022

    Contact center

    • Content offers on Predictive Engagement single snippet

    View details


    February 23, 2022

    Platform

    • Genesys Cloud offer packaging and pricing changes
    • BYOC Cloud pricing model changes
    • Fair use voice transcription pricing changes

    Contact center

    • Agent-owned callback requests and Scheduled Callbacks view
    • Skill matching for predictive routing
    • Dutch and Korean voice transcription view and search support

    Deprecations

    • Architect Get Journey Sessions by customer action removal

    View details


    February 16, 2022

    Contact center

    • Workforce management adherence reporting usability enhancements
    • Not Responding filter and columns in Interactions views

    View details


    February 9, 2022

    Contact center

    • Introducing Agent Assist in select regions
    • Use Architect system and user prompts in Genesys Dialog Engine Bot Flows
    • Workforce management shifts and shift history management enhancements
    • Update ACD and language skills on an interaction in a queue with Routing API

    Deprecations

    • Workforce management time-off requests for non-consecutive days deprecation

    View details


    February 2, 2022

    Contact center

    • Limited PII masking in Performance views and exports
    • Access to agent management across divisions
    • Manually assign interactions across queues
    • Polish programs, topics, and phrases support

    Deprecations

    • API endpoint change for supported topic spotting dialects

    View details


    January 26, 2022

    Collaborate

    • Collaborate chat improvement

    Communicate

    • Customize caller ID information with prioritized caller selection

    Contact center

    • Create workforce management schedules without a forecast
    • Workforce management schedule validation error severity enhancement
    • Simplified recording and quality policy configuration
    • Evaluation summary in agent activity view

    Integrations

    • Automatic log out of single sign-on provider

    View details


    January 19, 2022

    Contact center

    • Redesigned roster in agent interaction UI
    • Performance views for Predictive Engagement action maps, segments, and outcomes
    • Set skills and interaction priority in Architect in-queue flows
    • Audit log viewer for workforce management time-off requests and shift trades

    Integrations

    • Delete data actions support

    Deprecations

    • Architect Get Journey Sessions by Customer action removal

    View details


    January 12, 2022

    Contact center

    • Access control enhancement for call recording segments

    Deprecations

    • Workforce management adherence permission change

    View details


    December 22, 2021

    Communicate

    • EMEA numbers available for Genesys Cloud Voice US and Canada

    Integrations

    • Introducing the Amazon EventBridge integration
    • Introducing the Nuance Mix integration for voice and digital flows

    Deprecations

    • Agent interaction UI collapse/expand control removal
    • Horizontal script panel in agent interaction UI removal
    • Workforce management historical data import service JSON format endpoint deprecation

    View details


    December 15, 2021

    Communicate

    • Telephony terminology changes

    Contact center

    • Send custom attributes with web messages
    • Agentless Notification API enhancement for SMS and open messaging
    • Analytics Detail Events for the EventBridge integration
    • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

    Integrations

    • Salesforce Omni-Channel chat routing in Genesys Cloud

    Platform

    • CX as Code

    View details


    December 8, 2021

    Contact center

    • Voice interaction coaching and monitoring
    • Data actions as a voice campaign pre-call or post-call rule action
    • Automatic bot responses
    • Assign flow outcome within divisions
    • Sentiment score metric added to Transcripts Aggregate API
    • Polish voice transcription support

    Deprecations

    • Workforce management adherence permission change
    • API endpoint change for supported topic spotting dialects

    View details


    December 1, 2021

    Contact center

    • Quick replies for WhatsApp messaging
    • Custom gamification profiles
    • Workforce Engagement Management add on subscription expansion of functionality and billing change

    View details


    November 17, 2021

    Contact center

    • Time-off enhancements for workforce management
    • Ensemble model and Theta method for workforce management automatic best method forecasting
    • Additional columns and filter in Queues Performance views
    • Additional recording and evaluation filters and columns in Interactions view
    • Development Aggregate API for development and feedback modules
    • Additional French sentiment analysis support
    • Screen recording download permission

    View details


    November 10, 2021

    Contact center

    • Bot Performance views
    • Routing detail columns in Performance views
    • Open messaging API enhancements

    Integrations

    • Add non-E.164 number to Other Phone field for collaboration integrations

    Deprecations

    • Recording Service API metadata endpoint annotation deprecation

    View details


    November 3, 2021

    Contact center

    • Monitor ongoing value of predictive routing
    • Sentiment analysis columns in Performance views
    • Additional development and feedback modules for agents

    Deprecations

    • Collaborate call functionality on mobile devices deprecation

    View details


    October 27, 2021

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Acoustic analysis information for voice interactions in the Details tab
    • Ability to provide feedback to sentiment analysis
    • Audience size estimator for action maps in Predictive Engagement

    Deprecations

    • Max Calls replacement for BYOC Cloud trunks
    • Collaborate call functionality on mobile devices deprecation postponement

    View details


    October 20, 2021

    Contact center

    • Architect flow outcome functionality in Genesys Dialog Engine Bot Flows
    • Fair use voice transcription charges

    Platform

    • Cape Town Africa satellite region deployment

    View details


    October 13, 2021

    Contact center

    • Inbound and outbound file attachment support for third-party messaging and open messaging
    • Automatic time zone mapping enhancement for outbound campaigns
    • Audit events in Learning and Coaching APIs

    Deprecations

    • Collaborate call functionality on mobile devices deprecation postponement

    View details


    October 6, 2021

    Contact center

    • Introducing Google Cloud Dialogflow CX integration for call and message flows
    • Global slot enhancement in Genesys Dialog Engine Bot Flows
    • Filter by queues in My Queues Activity view
    • Improved voice transcription accuracy for Spanish language regions
    • Messaging file URL change

    Platform

    • Control agent transfer ability based on division membership

    View details


    September 29, 2021

    Contact center

    • Add quick replies to Genesys Dialog Engine Bot Flows
    • Spanish sentiment analysis support for digital interactions

    Platform

    • Developer Center content change log

    View details


    September 22, 2021

    Contact center

    • Global barge-in configuration in Genesys Dialog Engine Bot Flows
    • Alerting column in Performance Dashboards and Queue Activity views

    Platform

    • Automatically backfill roles with new permissions
    • Genesys Customer Care pairing

    View details


    September 15, 2021

    Contact center

    • Introducing quick replies for message interactions
    • Arabic right to left support for web messaging
    • Topics added to transcript search API

    View details


    September 8, 2021

    Contact center

    • Channel switching in agent interaction UI
    • Agent escalation configuration in Genesys Cloud Dialog Engine Bot Flows
    • Get External Contact and Get External Organization actions in Genesys Cloud Dialog Engine Bot Flows
    • Filter interaction transcripts by customer sentiment score and trend in Content Search view
    • Audit log viewer for workforce management historical imports

    View details


    September 1, 2021

    Collaborate

    • Content management file sharing URL change

    Communicate

    • SRV record support for TLS for BYOC Cloud trunks

    Contact center

    • Assign Google Dialogflow bot events for canceled interactions
    • France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
    • Email reply enhancement

    Platform

    • Cape Town Africa satellite region deployment
    • Assign schedules, schedule groups, and call routing objects within divisions
    • Standardized client SDK logging and configuration

    Deprecations

    • API endpoint change for supported topic spotting dialects

    View details


    August 25, 2021

    Communicate

    • Conversation header support for BYOC Cloud trunks
    • DID number port increase for Genesys Cloud Voice

    Contact center

    • Update ACD and language skills on an interaction in a queue with Routing API

    Platform

    • Assign data tables within divisions

    Deprecations

    • Max Calls replacement for BYOC Cloud trunks

    View details


    August 18, 2021

    Contact center

    • Introducing knowledge workbench
    • Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
    • External tag filter for interactions in Performance views
    • Filter digital interactions by media type in Content Search view
    • Access workforce management in forecasting historical data via API

    Platform

    • Proof Key for Code Exchange grant for OAuth 2 authorization

    View details


    August 11, 2021

    Communicate

    • Call history enhancements to mobile devices

    Contact center

    • Introducing web messaging
    • Introducing Genesys Bot Connector
    • Expiration date for DNC lists
    • Improved accessibility for ACD voice interactions

    Platform

    • Developer Blueprints for custom integrations

    Deprecations

    • Quality Management Audit API change
    • Journey Reporting Service decommission

    View details


    August 4, 2021

    Contact center

    • Evaluation window UI improvements
    • Additional development and feedback modules in Learning API

    Platform

    • Enforce index search for divisions

    View details


    July 28, 2021

    Contact center

    • Interaction details and transcript UI improvements
    • Subscribe to transcripts through Notifications API
    • Journey aggregate query API for non-offered action states enhancement

    Platform

    • Audit log viewer enhancement
    • Developer Guides

    Deprecations

    • Skype for Business integration deprecation
    • Recording Service API metadata endpoint annotation deprecation
    • Journey JavaScript SDK specific mappable customer traits deprecation
    • Journey Reporting Service decommission postponement

    View details


    July 21, 2021

    Contact center

    • Introducing intent miner

    Integrations

    • SSE-KMS support for AWS S3 recording bulk actions integration

    Platform

    • Disable Directory navigation

    View details


    July 14, 2021

    Collaborate

    • Video chat enhancements

    Contact center

    • Introducing open messaging
    • Gamification leaderboard scope and reporting intervals customization
    • Enhanced agent workforce management schedule views in Genesys Tempo mobile application

    Integrations

    • Introducing the Zoom Meetings integration
    • Salesforce Omni-Channel chat routing in Genesys Cloud

    Deprecations

    • Collaborate call functionality on mobile devices deprecation
    • Journey JavaScript SDK specific mappable customer traits deprecation postponement

    View details


    July 7, 2021

    Contact center

    • Audit log viewer for workforce management forecasts

    View details


    June 30, 2021

    Communicate

    • Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

    Contact center

    • Use Architect prompts in Google Dialogflow bots

    Platform

    • Virtual Desktop Infrastructure

    Deprecations

    • Journey Reporting Service decommission
    • Genesys Cloud Ruby SDK deprecation

    View details


    June 23, 2021

    Contact center

    • Introducing predictive routing
    • Agent development views for development and feedback modules and coaching appointments
    • Voice coaching API for call monitoring

    View details


    June 16, 2021

    Communicate

    • WebRTC Media Helper for VDI environment

    Contact center

    • Introducing Architect common module flows
    • Permission to activate and deactivate queue membership
    • New custom actions and usability improvements for script designers
    • Caller ID and caller name specification on Callback API
    • Bring Your Own Technology (BYOT) billing changes

    Deprecations

    • Facebook Messenger HUMAN_AGENT message tag deprecation
    • Predictive Engagement outcome limitation change
    • Topics and programs audit events name change

    View details


    June 9, 2021

    Communicate

    • User to User Information (UUI) enhancement for remote stations
    • DTMF support in active calls

    Contact center

    • Audit trail improvements in Interaction Details view
    • Improved agent external contacts experience
    • New audio alert for non-voice interactions

    Platform

    • Genesys Cloud Command Line (CLI) enhancements

    View details


    June 2, 2021

    Contact center

    • Introducing the Amazon Lex V2 integration with Architect flows
    • Increased routing duration for bullseye and preferred agent methods
    • Out-of-the-box topics for speech and text analytics
    • Improved voice transcription accuracy for English language regions

    View details


    May 26, 2021

    Contact center

    • Introducing Architect flow outcome milestones
    • View bot flow utterance history
    • Enhancements to workforce management forecasts

    Deprecations

    • Incoming non-voice interaction alert ringtone change
    • Reduced data retention period for journey history change

    View details


    May 19, 2021

    Contact center

    • Add external links for coaching appointments
    • View participant data attributes in the interaction detail page
    • Audit log viewer for workforce management schedules and work plans

    Deprecations

    • Journey JavaScript SDK specific mappable customer traits deprecation
    • Predictive Engagement webhooks deprecation
    • Reduced data retention period for journey history postponement
    • Predictive Engagement outcome limitation change postponement

    View details


    May 12, 2021

    Contact center

    • Amazon Polly Neural TTS Voices support
    • Returned results count from Analytics API endpoint Elasticsearch queries
    • Spain Spanish, South African English, and Indian English programs, topics, and phrases support

    View details


    May 5, 2021

    Communicate

    • Search for external contacts and organizations on mobile devices

    Contact center

    • Topic manager and topic spotting support for queues and flows
    • Configurable messaging threading timeline
    • Export Architect flows in YAML format
    • External contacts bulk APIs for notes and relationships
    • Journey aggregate query API for non-offered action states

    Deprecations

    • CIDR IP address range for cloud media services change completed

    View details


    April 28, 2021

    Contact center

    • New columns in Interactions view
    • Coaching added to WEM Upgrade subscriptions

    Deprecations

    • Coaching permissions change
    • Keyword spotting endpoints deprecation
    • CIDR IP address range for cloud media services change

    View details


    April 21, 2021

    Contact center

    • Introducing development and feedback modules for agents
    • Gamification start date selection
    • Transcripts Aggregate API for detected topics
    • Transcript search API enhancements

    Integrations

    • Multiple certificates for single sign-on providers

    Deprecations

    • Predictive Engagement outcome limitation change
    • CIDR IP address range for cloud media services change

    View details


    April 14, 2021

    Platform

    • Asia Pacific (Mumbai) region deployment

    Deprecations

    • CIDR IP address range for cloud media services change

    View details


    April 7, 2021

    Contact center

    • New location for quality management evaluations and surveys
    • Additional Spanish sentiment analysis support

    Platform

    • Developer Center refresh

    Deprecations

    • CIDR IP address range for cloud media service change

    View details


    March 31, 2021

    Communicate

    • Custom SIP response code for maximum call setting in trunk configurations

    Contact center

    • New queue configuration tabs
    • Manually assign waiting interactions in a queue

    Integrations

    • Okta for Genesys Cloud SCIM

    Deprecations

    • Coaching permissions change
    • CIDR IP address range for cloud media service change

    View details


    March 24, 2021

    Contact center

    • Acoustic analysis information in Transcript URL API

    Deprecations

    • CIDR IP address range for cloud media service change
    • Topics and programs audit events name change
    • Quality Management Audit API change

    View details


    March 17, 2021

    Platform

    • The Resource Center has a new look
    • Command-line interface for Genesys Cloud administration

    Contact center

    • Scheduled Exports for Performance views
    • Adjust waiting interactions priority with Routing Conversations API

    View details


    March 10, 2021

    Contact center

    • Increased maximum wait time in Architect email and message flows
    • Operational bot reporting API
    • External Contacts bulk API

    Platform

    • Full support for Microsoft Edge Chromium
    • Genesys Cloud HTTP cookies

    Deprecations

    • CIDR IP address range for cloud media services change

    View details


    March 3, 2021

    Contact center

    • Content Search view for voice transcripts
    • Search interactions for SIP signaling information for all regions
    • Route voice interactions based on external contact information
    • Record ACD agent consult calls
    • Screen recording limit increase

    View details


    February 24, 2021

    Contact center

    • Introducing Architect Dialog Engine bot flows
    • Introducing performance management and gamification
    • Track agent attrition
    • View historical data within workforce management best method forecasts
    • Introducing historical data import for workforce management best method forecasting
    • New Adobe Experience Platform Launch extension for Predictive Engagement

    Deprecations

    • CIDR IP address range for cloud media services change

    View details


    February 17, 2021

    Communicate

    • Make and receive WebRTC calls on Android devices

    Contact center

    • Search interactions for SIP signaling information for selected regions
    • Agent evaluation comment indicator
    • Call recording playback and transcription synchronization
    • Voice transcription support for BYOC Premises
    • Frequency capping on Predictive Engagement web action offers

    Integrations

    • AWS Lambda data actions integration enhancement

    Deprecations

    • Predictive Engagement webhooks deprecation
    • Journey history data retention period change

    View details


    February 10, 2021

    Communicate

    • BYOC Cloud custom SIP headers for improved carrier interoperability
    • Extended maintenance window for cloud-based Edge updates

    Contact center

    • Introducing programs, topics, and phrases for speech and text analytics
    • US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
    • Coaching appointment scheduling with workforce management
    • Receive agent workforce management schedule and time off request notifications on iOS and Android devices

    Integrations

    • Introducing the Zoom Phone integration

    Deprecations

    • Replace call with voice in Sentiment Aggregates API change

    View details


    February 3, 2021

    Contact center

    • Spain Spanish, German, South African English, and Indian English voice transcription support

    Deprecations

    • CIDR IP address range for cloud media services change
    • Create Site API call attribute requirement change

    View details


    January 27, 2021

    Communicate

    • Make and receive WebRTC calls on iPhones

    Contact center

    • Scheduled Callbacks view usability enhancements
    • Export view data advanced options
    • Analytics Aggregates API for sentiment analysis on digital interactions

    Platform

    • Restore deleted OAuth clients
    • Set Collaborate chat message retention

    View details


    January 20, 2021

    Contact center

    • Workforce management work plan validation enhancements
    • France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support

    View details


    January 13, 2021

    Communicate

    • DID and toll-free number management enhancements

    Contact center

    • Sentiment analysis for digital interactions
    • Voice transcription enhancement in speech and text analytics API
    • Undo or redo changes to a workforce management work plan
    • Genesys Predictive Engagement rebranding

    Deprecations

    • Export Media Types and Role real-time columns data into .csv files deprecation
    • Limit journey and interaction history for external contacts and organizations to 365 days deprecation

    View details


    December 16, 2020

    Contact center

    • Queues Activity Detail view usability improvement
    • Performance Dashboards enhancement
    • Voice transcription search improvements
    • Predictive Engagement integration with Adobe Analytics
    • Chat emoji enhancement
    • Canned responses editor improvement

    Deprecations

    • Analytics User Detail Endpoint API query interval change
    • Analytics Conversation Detail Endpoint API query interval change
    • Limit journey and interaction history for external contacts and organizations to 365 days postponement

    View details


    December 9, 2020

    Platform

    • Clone a user in an authorized organization enhancement

    Communicate

    • Identify assigned phone numbers

    Contact center

    • Enhancements to the workforce management rescheduling process
    • Improved estimated wait time calculation
    • Turn off evaluation form question group weights

    Deprecations

    • Replace call with voice in Sentiment Aggregates API change
    • Analytics Conversation Detail Endpoint API maximum record per query change
    • Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
    • Analytics User Detail Endpoint API query interval change postponement
    • Analytics Conversation Detail Endpoint API query interval change postponement

    View details


    December 2, 2020

    Communicate

    • Genesys Cloud Voice in Austria, Poland, and Portugal
    • BYOC Cloud certificate renewal

    Contact center

    • Granular permissions for scheduling, call routing, and emergencies
    • Performance dashboards enhancements
    • New columns in agent views
    • Journey aggregate query enhancement in Analytics API

    View details


    November 18, 2020

    Contact center

    • Agent-owned records for preview campaigns
    • Speech and text analytics settings improvement
    • Service level calculation enhancement
    • Access partial availability time stamp in Analytics API
    • Interactions panel improvement

    Platform

    • Release Notes now include feature subscriptions

    View details


    November 4, 2020

    Communicate

    • CIDR IP address range for cloud media services

    Contact center

    • Genesys Virtual Agent Services available in the AppFoundry
    • Bot versioning in Genesys Dialog Engine

    Platform

    • Genesys Cloud rebranding update

    Deprecations

    • Screen recording policy changes for Genesys Cloud 2 users
    • Create Site API call attribute requirement change
    • Bridge server deprecation update
    • CIC data connector deprecation update

    View details


    October 28, 2020

    Contact center

    • Introducing workforce management work plan rotations
    • Add an interaction to an existing coaching appointment
    • Interaction’s detail page improvements
    • WEM add-on price reduction
    • Routing Used filter and column in Performance views
    • Provider filter in Performance views

    Deprecations

    • Screen recording policy changes for Genesys Cloud 2 users postponement

    View details


    October 21, 2020

    Communicate

    • Additional Force TURN IP addresses now available

    Contact center

    • Content templates for messaging campaigns

    View details


    October 14, 2020

    Communicate

    • Configure beep tones for line recording

    Contact center

    • Email Performance view reports
    • Analytics Aggregates Endpoint API for sentiment analysis

    Integrations

    • Introducing the Microsoft Teams integration

    Platform

    • Disable Collaborate video

    Deprecations

    • Limit interaction history for external contacts and organizations to 30 days deprecation
    • Default word confidence change in speech and text analytics settings

    View details


    October 7, 2020

    Contact center

    • Workforce management planning group improvements
    • View agent development activities using APIs

    Integrations

    • Interaction widgets for client application integrations

    Deprecations

    • Screen recording policy changes for Genesys Cloud 2 users

    View details


    September 30, 2020

    Communicate

    • Geo-Lookup TURN for WebRTC implementations

    Contact center

    • Download individual non-voice interaction recordings
    • View agent workforce management schedules on iOS devices
    • Sync workforce management schedules to external calendars with QR codes
    • Pass data between Genesys Cloud and Google Dialogflow
    • Long code support for outbound SMS campaigns
    • Save and dial non-E.164 numbers for external contacts

    Platform

    • Desktop applications have a new name

    Deprecations

    • Genesys Cloud Ruby SDK deprecation

    View details


    September 23, 2020

    Contact center

    • Introducing sentiment analysis
    • Enhanced player on interaction detail page
    • Richer customer journey context for agents
    • Business hours scheduling for Predictive Engagement web chats
    • Change history log for Predictive Engagement
    • Configurable default prompts in Genesys Dialog Engine

    Integrations

    • IP addresses for emails sent using the custom SMTP server integration

    Deprecations

    • Export Media Types and Role real-time columns data into .csv files deprecation

    View details


    September 16, 2020

    Contact center

    • Multi-monitor screen recording
    • Manually assign waiting interactions to agents using APIs
    • Evaluation form question group weight changes

    View details


    September 9, 2020

    Communicate

    • Force TURN additional IP addresses

    Contact center

    • Create Architect flows from YAML files
    • Build custom PDF reports from Performance views

    Deprecations

    • Analytics User Detail Endpoint API query interval change
    • Analytics Conversation Detail Endpoint API query interval change
    • Analytics Conversation Detail Endpoint API maximum record per query change

    View details


    September 2, 2020

    Communicate

    • BYOC Cloud rate decrease
    • BYOC Cloud is PCI DSS-compliant

    Contact center

    • Speech and text analytics settings
    • Coaching appointment aggregates API
    • Date and time slot type enhancements in Genesys Dialog Engine

    View details


    August 26, 2020

    Contact center

    • UK English and Australian English voice transcription support
    • View an agent’s secondary status in select views
    • Contact list filters for messaging campaigns
    • Export skill and language group queue metrics in Queues Performance Detail view

    Integrations

    • Introducing Genesys Cloud for Salesforce SDK

    Platform

    • The Resource Center has a new name

    View details


    August 19, 2020

    Contact center

    • Introducing voice transcription
    • View workforce management schedule changes with the audit log viewer
    • Third-party text-to-speech (TTS) engines for bot integrations
    • Configure intent disambiguation in Genesys Dialog Engine
    • Agent toolbar usability improvement

    Deprecations

    • Internet Explorer support for Genesys Cloud embedded client deprecation

    View details


    August 12, 2020

    Platform

    • External Contacts Scanning API

    Deprecations

    • Skype for Business integration deprecation

    View details


    August 5, 2020

    Contact center

    • Limit on number of exported entities in aggregate Performance views

    Integrations

    • Introducing Google data actions integration

    Platform

    • View organization configuration changes with audit log viewer

    View details


    July 29, 2020

    Communicate

    • Port DID number management enhancement for Genesys Cloud Voice

    Contact center

    • View agent workforce management schedules on Android devices
    • Google Dialogflow integration in Architect chat and messaging flows
    • Digital flow support for Flow Performance views
    • New filters for Flow Performance views
    • Performance Dashboards enhancement

    Deprecations

    • TLS 1.1 protocol deprecation removal

    View details


    July 22, 2020

    Contact center

    • Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
    • Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
    • Genesys Dialog Engine pricing
    • Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
    • Last-used queue for outbound interactions

    View details


    July 15, 2020

    Communicate

    • DID and toll-free number management enhancements

    Contact center

    • External Calling dialing mode for outbound campaigns
    • Reset Performance views to default settings
    • Filter by multiple items in Performance views
    • Filter by skills and languages in Skills Performance view
    • Launch workflows from the Architect API
    • Contact verification and interaction history enhancements for all regions

    View details


    July 8, 2020

    Contact center

    • ACD email message threading limit change
    • Contact verification and interaction history enhancements for additional selected regions

    Integrations

    • Single sign-on integration enhancement

    Platform

    • Journey JavaScript SDK enhancement for refined tracking and segmentation

    View details


    July 1, 2020

    Communicate

    • TLS transport protocol for BYOC Cloud trunks
    • Force TURN for WebRTC implementations
    • Network capture for troubleshooting

    Contact center

    • Google Dialogflow environments for an Architect flow
    • New Date Span options for Metric widgets in Performance Dashboards
    • Supervisor actions in Agent Status widget in Performance Dashboards
    • Contact verification and interaction history enhancements for additional selected regions

    Deprecations

    • Long polling for Genesys Cloud clients and network configurations deprecation removal
    • Data sync connector deprecation update
    • Web services data dip connector deprecation update

    View details


    June 24, 2020

    Contact center

    • Contact verification and interaction history enhancements for selected regions
    • Add Workforce Engagement Management to subscriptions
    • Template messages for agents using WhatsApp
    • Increased limit for Agent Performance views filters
    • Digital flow outcome functionality in Architect and Analytics API
    • Assign Google Dialogflow bot events for non-responsive callers
    • Barge-in functionality for Google Dialogflow enabled by default

    Integrations

    • Introducing Adobe data actions integration
    • Introducing Adobe Experience Platform integration for profile lookup

    Deprecations

    • Screen recording, evaluations, and surveys permissions change

    View details


    June 17, 2020

    Contact center

    • Introducing Nuance Text-to-Speech integration
    • Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
    • Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
    • Get Journey Sessions by Customer action and Get Journey Session action in Architect

    Deprecations

    • Screen recording, evaluations, and surveys permissions change postponement

    View details


    June 10, 2020

    Communicate

    • Genesys Cloud Voice in London

    Contact center

    • New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
    • New filters in Skills and DNIS views
    • New columns in Interactions view
    • New filters in Interactions view

    Platform

    • New dimensions and metric in Analytics API
    • Use a single grant type across regions for secure authentication
    • Journey JavaScript SDK enhancement for refined tracking and segmentation
    • Journey JavaScript SDK enhancement for web actions

    View details


    June 3, 2020

    Contact center

    • Customize external contacts and organizations
    • Status timer for agents
    • Upload and preview images with content offers in Predictive Engagement
    • Get Journey Outcome action and Get Journey Segment by ID action in Architect

    View details


    May 27, 2020

    Contact center

    • Introducing coaching with quality management
    • Add an agent’s workforce management schedule to an external calendar

    View details


    May 20, 2020

    Contact center

    • Introducing outbound SMS campaigns

    Platform

    • Limit organization access to users with specified IP addresses
    • Usage APIs for premium applications

    Deprecations

    • Long polling for Genesys Cloud clients and network configurations deprecation update

    View details


    May 13, 2020

    Contact center

    • New columns in agent views
    • New filters in agent views
    • Fax enhancements

    Deprecations

    • TLS 1.1 protocol deprecation

    View details


    May 6, 2020

    Contact center

    • Introducing improved workforce management features for all regions
    • New inbound media columns and filters in Performance views

    Deprecations

    • WFM forecasting After Call Work and Average Talk Time deprecation removal for all regions
    • Screen recording, evaluations, and surveys permissions change

    Platform

    • Genesys Cloud training moves to Genesys Beyond

    View details


    April 29, 2020

    Platform

    • New AWS region deployments
    • Refresh tokens for secure authentication

    Communicate

    • Genesys Cloud Voice availability for new AWS region
    • BYOC Cloud availability for new AWS regions

    Contact center

    • Introducing improved workforce management features for selected regions
    • Improved ACD messaging for Facebook Messenger
    • Inbound MMS support for SMS messages
    • Interrupt a Google Dialogflow agent in an Architect flow

    Integrations

    • SMTP server integration for outbound emails

    Deprecations

    • WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
    • Contact center dashboard in Performance Overview menu deprecation removal

    View details


    April 22, 2020

    Contact center

    • Protect recordings from deletion for legal hold directive

    Platform

    • AppFoundry enhancement for resellers

    Deprecations

    • WFM forecasting After Call Work and Average Talk Time deprecation postponement

    View details


    April 8, 2020

    Contact center

    • Introducing Architect workflows and Architect flow actions for Predictive Engagement
    • Salesforce lead creation and campaign association with Predictive Engagement
    • Add digital channels to subscriptions
    • Reset an agent’s routing score after presence changes
    • Scheduled Callbacks view permissions change

    Deprecations

    • ACD routing permissions change

    View details


    April 1, 2020

    Contact center

    • Log an agent out of Genesys Cloud from agent views
    • Disassociate an agent from a station
    • Web chat widget support for accessibility
    • Use * and # as terminating characters in Architect call flows
    • New fonts and font sizes in ACD email

    Platform

    • Disable Collaborate chat
    • Premium application purchase enhancements

    Deprecations

    • TLS 1.0 protocol deprecation removal
    • ACD routing permissions change postponement

    View details


    March 25, 2020

    Contact center

    • Amazon Lex integration in Asia Pacific (Sydney) AWS region

    Platform

    • Go SDK

    Deprecations

    • ACD routing permissions change postponement
    • WFM forecasting After Call Work and Average Talk Time deprecation postponement

    View details


    March 18, 2020

    Contact center

    • Search for columns and filters in Performance views

    View details


    March 11, 2020

    Deprecations

    • Long polling for Genesys Cloud clients and network configurations deprecation postponement

    View details


    March 4, 2020

    Contact center

    • Performance dashboards improvements
    • Performance dashboards public option
    • Filter for users by group in agents summary views
    • Export view selected columns and order
    • Configure utilization settings per agent or by organization

    Deprecations

    • Contact center view in Performance menu deprecation

    View details


    February 19, 2020

    Contact center

    • Short code support for SMS messages

    Platform

    • New monitoring metric in Analytics API

    Deprecations

    • ACD routing permissions change
    • WFM forecasting After Call Work and Average Talk Time deprecation
    • TLS 1.0 protocol for data actions deprecation
    • iOS Supervisor chat deprecation removal

    View details


    February 12, 2020

    Contact center

    • Agentless SMS notifications
    • SMS number purchase for countries that require supporting documentation
    • Exclude IP addresses in Predictive Engagement web tracking
    • New wrap-up code columns in agent interactions views
    • Interactions views improvement
    • Export view custom participant attributes
    • Export view data locale setting

    Integrations

    • Azure Active Directory for Genesys Cloud SCIM
    • Generic single sign-on provider

    View details


    February 5, 2020

    Communicate

    • New Genesys and Polycom supported phones and firmware

    Contact center

    • Data tables enhancements

    Integrations

    • AWS S3 recording bulk actions integration
    • OneLogin for Genesys Cloud SCIM

    Platform

    • Bulk export recordings in Recordings API

    View details


    January 29, 2020

    Contact center

    • Predictive Engagement predictive engagement event pricing
    • Genesys Cloud views usability enhancements
    • Group voicemail flow outcome statistics in Flows Performance Summary view
    • Bulk activate multiple agents for a queue in Queues Agents Detail view
    • Export view data time value improvement

    View details


    January 22, 2020

    Contact center

    • Blind transfer for voice interactions enhancement

    Integrations

    • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows

    View details


    January 15, 2020

    Contact center

    • Predictive Engagement tracking in Single Page Applications
    • Wallboard accounts to view Performance dashboards
    • Genesys Cloud Voice support for outbound dialing modes in EMEA

    View details


    January 8, 2020

    Contact center

    • Answering machine beep detection improvements for call analysis

    Deprecations

    • Classic Queues views deprecation removal

    View details


    January 1, 2020

    Platform

    • Access audit events in Audits API
    • Changed default alternate time dimension for evaluation aggregate queries

    View details


    December 18, 2019

    Contact center

    • Predictive Engagement webhooks
    • Export view group data metrics enhancement
    • Improved evaluation scoring results

    Platform

    • OAuth scopes for applications
    • Agent Details enhancement in Analytics API

    Deprecations

    • iOS Supervisor chat deprecation
    • WebRTC signaling deprecation update

    View details


    December 11, 2019

    Contact center

    • Predictive Engagement content offers
    • Email message threads

    Deprecations

    • Bridge integrations deprecation postponement

    View details


    December 4, 2019

    Deprecations

    • Internet Explorer 11 support for web app and Architect deprecation removal

    View details


    November 27, 2019

    Contact center

    • View export data in Flow Destinations view

    View details


    November 20, 2019

    Contact center

    • Speechmorphing third-party TTS engine integration

    Deprecations

    • WebRTC signaling deprecation

    View details


    November 13, 2019

    Contact center

    • Service level calculation enhancement
    • Apply Predictive Engagement action maps to webpages

    View details


    November 6, 2019

    Contact center

    • Chat flow and chatbot support for web chat widget and Predictive Engagement
    • Allowed domains for web chat
    • Dynamically reference groups in Architect
    • Dynamically reference user by email in Architect
    • Export time value format option
    • Add or copy activities to agent schedules
    • Email inline images
    • Email forwarding

    Integrations

    • IP addresses for outbound data action traffic

    View details


    October 30, 2019

    Communicate

    • Genesys Cloud Voice in Norway

    Contact center

    • View export data in interactions and interactions detail views
    • Inbound messaging channel routing for WhatsApp
    • Dynamically reference skills in Architect
    • Call history improvements

    Integrations

    • mTLS authentication for data actions

    Platform

    • New color scheme for Genesys Cloud

    View details


    October 23, 2019

    Contact center

    • Call flow schedule decision actions in Architect
    • API usage view
    • Change agent status in agent views

    Platform

    • US West region deployment

    View details


    October 16, 2019

    Platform

    • CCPA compliance

    Deprecations

    • Predictive Engagement smart tags deprecation removal

    View details


    October 9, 2019

    Contact center

    • Introducing preferred agent routing
    • Co-browse session improvements

    Platform

    • Organization settings improvement

    View details


    October 2, 2019

    Contact center

    • Force Stop option for paused campaigns

    View details


    September 25, 2019

    Contact center

    • IVR Flows Destinations view
    • Queues Activity view improvements
    • Queues Performance menu access update

    Deprecations

    • Classic Queues views deprecation

    View details


    September 18, 2019

    Communicate

    • Add BYOC Cloud or Genesys Cloud Voice to existing subscription

    Contact center

    • Bulk delete recordings in Recordings API
    • View evaluations update

    View details


    September 11, 2019

    Contact center

    • SMS number purchase update

    Platform

    • iOS SDK

    View details


    September 4, 2019

    Contact center

    • Assign evaluations per agent
    • Busy audio signal in Architect data actions
    • Conversation Detail Records enhancement in Analytics API

    Platform

    • Client account access updates
    • GDPR API enhancement

    View details


    August 28, 2019

    Contact center

    • Dynamically referenced queue ID in Architect

    Deprecations

    • Social channel management deprecation removal

    View details


    August 21, 2019

    Contact center

    • Set Wrapup Code action enhancement in Architect

    Integrations

    • Genesys Cloud Embeddable Framework for private deployment

    View details


    August 14, 2019

    Communicate

    • Genesys Cloud audio management improvement

    Platform

    • AppFoundry free trial offers for premium applications
    • Bring Your Own Technology billing rates

    Deprecations

    • Classic Agents Performance views deprecation removal
    • Social channel management deprecation postponement

    View details


    August 7, 2019

    Communicate

    • Genesys Cloud Voice EMEA rate decrease

    Contact center

    • Increase timeout limit for Architect email and message flows

    Integrations

    • Amazon Lex integration for inbound web chat flows

    View details


    July 31, 2019

    Collaborate

    • Import people enhancements

    Contact center

    • Introducing web chat flows in Architect
    • Font change for Korean and Japanese language .pdf and .xls reports

    Platform

    • Release Notes in Genesys Cloud Admin UI
    • Genesys Cloud Community Q&A show

    Deprecations

    • LinkedIn profile import deprecation and removal

    View details


    July 24, 2019

    Contact center

    • Network connectivity alerts in interactions
    • Language agnostic voicemail transfer in Architect

    View details


    July 17, 2019

    Communicate

    • FCC USF contribution rate changes for Genesys Cloud Voice

    Contact center

    • Automatic time zone mapping overrides

    View details


    July 10, 2019

    Contact center

    • New web chat widget
    • Agent evaluation notifications in the inbox

    Deprecations

    • Social channel management deprecation postponement

    View details


    July 3, 2019

    Communicate

    • Genesys Cloud Voice in Denmark
    • BYOC Cloud rate decrease

    Contact center

    • Export data from Surveys views
    • Data action rule conditions

    View details


    June 19, 2019

    Contact center

    • Introducing workforce management shift trading
    • Dynamically referenced users in Architect
    • Spam email handling
    • BCC email address field for outbound ACD emails

    View details


    June 12, 2019

    Deprecations

    • Internet Explorer 11 support for Genesys Cloud web app deprecation postponement

    View details


    June 5, 2019

    Communicate

    • Genesys Cloud Voice in Spain and Switzerland

    Contact center

    • Introducing Predictive Engagement

    View details


    May 29, 2019

    Platform

    • Introducing Genesys Cloud SCIM
    • Guest and agent chat APIs

    Contact center

    • Google Cloud third-party TTS engine integration
    • Export data from IVR flow views
    • Web chat deployment and documentation changes

    Deprecations

    • Internet Explorer 11 support for Genesys Cloud web app deprecation

    View details


    May 22, 2019

    Contact center

    • IVR flow performance views
    • IVR flow metrics in Analytics API
    • Architect flow outcome functionality
    • Architect menu move
    • Workforce management short-term forecasting enhancement

    Deprecations

    • Classic agents performance views deprecation
    • Agent dashboard deprecation
    • Outbound campaign: Detailed attempt history report deprecation

    View details


    May 15, 2019

    Deprecations

    • Auditing features in Documents deprecation

    View details


    May 8, 2019

    Contact center

    • New Connection column in performance views

    View details


    May 1, 2019

    Contact center

    • Interactions panel view improvements
    • Agent script window improvements

    View details


    April 24, 2019

    Communicate

    • Genesys Cloud Voice in Belgium and Finland

    Contact center

    • Architect collection values enhancement
    • Agent script auto-save
    • Service level calculation enhancement

    View details


    April 17, 2019

    Communicate

    • Genesys Cloud Voice in Sweden

    Contact center

    • Real-time status columns in agents performance views
    • Interaction countdown alert

    View details


    April 10, 2019

    Communicate

    • Advanced microphone settings

    Contact center

    • Architect Transfer to voicemail enhancements
    • Improved external contact search results for web chat

    View details


    April 3, 2019

    Communicate

    • Release Link Transfer operation for external trunks

    Contact center

    • Conversation detail records enhancement in Analytics API

    Deprecations

    • Social channel management deprecation

    View details


    March 27, 2019

    Contact center

    • Introducing third-party TTS engine integrations
    • Queue Activity Detail view improvements
    • New columns and filters in analytics views
    • Screen share improvement

    View details


    March 20, 2019

    Contact center

    • Web-based surveys
    • Filter interaction history

    View details


    March 13, 2019

    Platform

    • Access control for all regions
    • Assign roles to a group

    View details


    March 6, 2019

    Communicate

    • TCP transport protocol for BYOC Cloud trunks

    Contact center

    • Performance Dashboards
    • Queue query enhancement in Analytics API
    • Configure multiple ACD messaging integrations per channel
    • Change the default country code for phone numbers
    • Improved fax support for external contacts

    Deprecations

    • Genesys Cloud Bridge integrations deprecation FAQs

    View details


    February 27, 2019

    Contact center

    • Workforce management intraday rescheduling
    • Additional filters and metrics in interactions views

    Deprecations

    • Deprecation announcements
    • TURN port range deprecation

    View details


    February 20, 2019

    Platform

    • Introducing access control for select regions

    Communicate

    • Genesys Cloud Voice in Germany

    Contact center

    • Message delivery status notifications

    View details


    February 13, 2019

    Contact center

    • Canned substitutions localization change

    View details


    February 6, 2019

    Platform

    • Authenticate with single sign-on only
    • Developer Center usability enhancements

    Communicate

    • Genesys Cloud audio management improvements
    • Support for basic call controls on commonly used headsets
    • Genesys Cloud Edge bandwidth calculator enhancements

    Contact center

    • Queues activity views improvements

    View details


    January 30, 2019

    Contact center

    • Dialer Campaign Detailed Attempt History report

    View details


    January 23, 2019

    Contact center

    • MOS scores for voice interactions
    • Send Response action in Architect message flows
    • Genesys Cloud scheduling enhancements
    • Dutch TTS and ASR language support
    • Image component enhancement for scripts

    Integrations

    • Amazon Lex integration for inbound message flows

    View details


    January 16, 2019

    Communicate

    • Genesys Cloud Voice rate decrease

    Contact center

    • My Performance views for agents

    View details


    January 2, 2019

    Contact center

    • New queues detail views
    • Queues view redirects to Queues Performance Summary view
    • Activate Queues panel enhancements

    View details


    December 26, 2018

    Contact center

    • ACD messaging channel conversation rate decrease

    View details


    December 19, 2018

    Platform

    • Restrict Genesys Cloud embedding security enhancement

    Contact center

    • Dynamically referenced queues in Architect
    • DNIS-based analytics views
    • Export data from DNIS performance views

    View details


    December 12, 2018

    Contact center

    • Outbound SMS on behalf of a queue
    • External contact search for messaging channels
    • Change agent’s status in Queues Activity Detail view
    • View export for Agents Queues Detail view

    View details


    December 5, 2018

    Collaborate

    • Mobile badge notifications

    Communicate

    • Improved WebRTC connection times with Trickle ICE

    Contact center

    • New transfer metrics in the Analytics API
    • Historical adherence in the schedule editor

    View details


    November 28, 2018

    Contact center

    • Improved Queue Observation API metrics in Queues Activity views
    • Export data from agents evaluation views
    • Export data from Abandon Intervals Metrics view

    View details


    November 21, 2018

    Contact center

    • Co-browse with Shift JIS encoding

    View details


    November 14, 2018

    Contact center

    • IVR dynamically referenced prompts in Architect
    • New wrap-up code views
    • Export data from wrap-up code views
    • Export data from agents summary status views
    • In-progress view export improvements

    View details


    October 31, 2018

    Platform

    • Developer forum announcements

    Communicate

    • BYOC Cloud trunk support for TGRP and DNIS
    • PBX passthrough for BYOC Cloud trunks

    Contact center

    • New metrics for agent and queue performance views
    • Additional handle time metrics in the Analytics API
    • New outbound call metrics in the Analytics API

    View details


    October 24, 2018

    Contact center

    • Italian TTS and ASR language support
    • Delete all contacts in a contact list API call
    • Agent schedule change notifications

    View details


    October 17, 2018

    Contact center

    • Call analysis region support for Costa Rica, Ecuador, and Nicaragua

    View details


    October 3, 2018

    Contact center

    • Export data from skills performance views

    Integrations

    • AWS Lambda data actions integration

    View details


    September 26, 2018

    Platform

    • Unified search across Genesys Cloud sites

    View details


    September 12, 2018

    Contact center

    • Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
    • Workforce management agent scheduling enhancements
    • Run Now option on reports page

    View details


    September 5, 2018

    Contact center

    • View export for Agents Performance and Queue Performance Detail aggregate views

    View details


    August 29, 2018

    Platform

    • Turn off file uploading in chats

    Contact center

    • Skill configuration for third party emails in Architect
    • Script display enhancement

    View details


    August 22, 2018

    Platform

    • Introducing Features coming soon

    Contact center

    • Advanced workforce management short-term forecasting techniques
    • Granular permission set in Architect
    • Access Architect from the Routing menu
    • Wrap-up Notes column in Interactions view and Agents Interactions Detail view
    • Danish language support

    View details


    August 15, 2018

    Platform

    • GDPR compliance update

    Contact center

    • Architect flow authoring enhancements

    Integrations

    • Genesys Cloud for Firefox extension

    View details


    August 8, 2018

    Platform

    • User Status Aggregate query filter limits

    View details


    August 1, 2018

    Platform

    • Genesys Cloud Embeddable Framework API

    Contact center

    • Japanese TTS and ASR language support
    • Language string variable name in Architect
    • View past reports in report history

    Integrations

    • Introducing the Amazon Lex integration
    • Genesys Cloud for Chrome extension

    View details


    July 25, 2018

    Contact center

    • Customize hold music

    View details


    July 18, 2018

    Platform

    • Improved customer onboarding

    Contact center

    • Assign skills without the Master Admin role
    • Web chat appearance enhancement
    • Improved XLS formatting for reports

    View details


    July 11, 2018

    Contact center

    • Aggregate detail views
    • Flag problematic calls
    • New HTML editor for email messages

    Integrations

    • Premium applications in the AppFoundry
    • Skype for Business integration

    View details


    July 4, 2018

    Contact center

    • Chinese (traditional) IVR support in Architect

    View details


    June 27, 2018

    Platform

    • WebRTC Softphone SDK

    Communicate

    • Media metrics and diagnostic recording enhancements

    Contact center

    • Increased agent limit in workforce management units
    • Workforce management shrinkage percentage intervals
    • Status duration in the workforce management real-time adherence view
    • Workforce management intraday monitoring enhancements
    • Workforce management schedule editor enhancements
    • Save filter and column settings in performance views
    • Link external contacts to external sites
    • Finnish language support

    View details


    June 20, 2018

    Platform

    • Client App SDK

    Contact center

    • Products, roles, and permissions list enhancement

    View details


    June 13, 2018

    Contact center

    • Add contact numbers to DNC lists in agent scripts
    • Workforce management permissions updates

    View details


    June 6, 2018

    Platform

    • Group support for authorized organizations
    • Introducing the Genesys Cloud Product Ideas Lab

    View details


    May 30, 2018

    Contact center

    • Authenticated web chat
    • Configurable whisper audio
    • Agents Performance views
    • Skills-based analytics view
    • Interactions view enhancements

    View details


    May 23, 2018

    Platform

    • GDPR compliance

    Contact center

    • Full view export for Queue Performance views
    • Abandon metrics insights
    • Automatic email reply configuration in Architect

    View details


    May 16, 2018

    Communicate

    • Genesys Cloud Voice in France and the Netherlands
    • Follow-me call forwarding

    Contact center

    • Holiday and emergency schedules for routing configuration
    • Create data tables and retrieve data from Architect flows
    • Queues Activity view for agents

    View details


    May 9, 2018

    Contact center

    • Automatic time zone mapping

    View details


    May 2, 2018

    Platform

    • EU (Frankfurt) region

    Communicate

    • Override calling name trunk setting

    Contact center

    • Queues performance view enhancements
    • Analytics API metrics

    View details


    April 25, 2018

    Communicate

    • Introducing BYOC (Bring Your Own Carrier)

    Contact center

    • Collapse and expand actions in Architect
    • Transfer calls to queue permission
    • Omnichannel interaction history for external contacts licensing

    View details


    April 18, 2018

    Communicate

    • Genesys Cloud Voice in Ireland

    Contact center

    • Finnish IVR support in Architect

    Integrations

    • Import and export data actions for integrations

    View details


    April 11, 2018

    Platform

    • Windows and Mac desktop app release notes

    View details


    April 4, 2018

    Integrations

    • ACD voicemail enhancement in Genesys Cloud for Salesforce
    • ACD voicemail enhancement in Genesys Cloud for Zendesk
    • ACD voicemail enhancement in Genesys Cloud for Chrome

    View details


    March 28, 2018

    Contact center

    • Markdown in scripts
    • Assign queues when editing a person
    • External contact address information in searches

    View details


    March 21, 2018

    Communicate

    • Alternate NTP providers for premises Edge appliances

    Contact center

    • Agent Login-Logout Details report
    • Calling party number field for queues validation
    • Chinese (simplified) TTS and ASR language support

    Integrations

    • Outbound dialing campaign management in Genesys Cloud for Salesforce

    View details


    March 14, 2018

    Platform

    • AppFoundry support for PureConnect and PureEngage apps

    Integrations

    • SMS interaction support in Genesys Cloud for Salesforce
    • SMS interaction support in Genesys Cloud for Chrome
    • SMS interaction support in Genesys Cloud for Zendesk

    View details


    March 7, 2018

    Contact center

    • Inbound SMS message routing
    • Compliance abandon settings for campaigns
    • Blind and consult transfer script actions

    View details


    February 28, 2018

    Communicate

    • Genesys Cloud Voice in the United States rate decrease

    View details


    February 21, 2018

    Contact center

    • Apply a different time zone to workforce management views

    View details


    February 14, 2018

    Platform

    • Introducing the AppFoundry

    Communicate

    • Genesys Cloud Voice in the United Kingdom

    Contact center

    • Easier media type filtering in Interaction Details report spreadsheets

    View details


    February 7, 2018

    Communicate

    • Take Back and Transfer operations for external trunks

    View details


    January 31, 2018

    Contact center

    • Screen recording for Genesys Cloud desktop app
    • Choose reply email addresses
    • Create email rules

    View details


    January 24, 2018

    Contact center

    • Architect home page and UI enhancements
    • Send button for web chat

    View details


    January 17, 2018

    Platform

    • Genesys response to Meltdown and Spectre vulnerability

    Contact center

    • Import and export scripts between organizations
    • Swedish and Danish IVR prompt support in Architect

    View details


    January 10, 2018

    Contact center

    • Web chat reconnect

    View details


    December 20, 2017

    Communicate

    • User to User Information (UUI) support
    • Phone provisioning from the cloud

    Contact center

    • Web chat schedules
    • Enhanced support for external contacts in interactions
    • Maximum shift start time variance

    View details


    December 13, 2017

    Platform

    • Sample of enhanced Genesys Cloud invoice

    Communicate

    • Persistent connection for WebRTC phones

    Contact center

    • Queues performance summary row
    • Configure failed transfer audio within transfer actions

    Integrations

    • Credential types and authentication flows for web services data actions integration

    View details


    December 6, 2017

    Contact center

    • Undo or redo unsaved schedule changes
    • Log in and log out times in Agent Activity Summary reports

    View details


    November 29, 2017

    Contact center

    • Dialing group and site configuration campaign options

    View details


    November 22, 2017

    Contact center

    • Variable initial values in Architect

    View details


    November 15, 2017

    Platform

    • Genesys Cloud invoice enhancements

    Contact center

    • Alert notifications deleted after 30 days

    Integrations

    • Zendesk data actions integration

    View details


    November 8, 2017

    Contact center

    • Improved support for external contacts in email interactions

    Integrations

    • Screen share and co-browse support for Genesys Cloud for Salesforce
    • Screen share and co-browse support for Genesys Cloud for Zendesk
    • Screen share and co-browse support for Genesys Cloud for Chrome

    View details


    October 25, 2017

    Contact center

    • Architect bypass audio sequence support for call flows
    • Workforce management short-term forecasting enhancements
    • Workforce management supported media types

    Integrations

    • Microsoft Dynamics 365 data actions integration
    • Support for Active Directory Connector custom attributes

    View details


    October 18, 2017

    Platform

    • Free seating organization setting

    Communicate

    • USB-based Edge pairing
    • Support for China-specific encryption certificates in Edge pairing process

    Contact center

    • Enhanced user selection in report editor
    • Interactions view enhancements

    Integrations

    • Genesys Cloud data actions integration

    View details


    October 11, 2017

    Platform

    • PCI DSS Level 1 compliance for Secure IVR
    • Improved view of subscription, billing, and usage information

    Contact center

    • Scripts with email

    View details


    October 4, 2017

    Platform

    • Resource Center faceted navigation search

    Communicate

    • Improved Edge clock synchronization

    Contact center

    • Route emails based on external contact information

    View details


    September 27, 2017

    Platform

    • Notifications API topic and open source project for WFM RTA integrations

    Contact center

    • Architect Call.CurrentQueue built-in variable for in-queue call flows
    • Global outbound campaign call settings

    Integrations

    • Store chat transcripts in Salesforce activity records

    View details


    September 20, 2017

    Contact center

    • Secure call flows in Architect
    • Architect Exit and Next Loop actions for all call flow types
    • Automatic email responses
    • Substitutions for canned responses
    • Bulk addition of queues to agents
    • Callbacks in reports and alerts
    • Workforce management schedule administration enhancements
    • Workforce management export enhancements

    Integrations

    • Custom client applications integration
    • Web services data actions integration

    View details


    September 13, 2017

    Platform

    • Client management for partners and resellers

    Communicate

    • Edge and Media Tier release notes email subscription

    Contact center

    • Schedule options for inbound email flows

    View details


    September 6, 2017

    Contact center

    • ACD voicemail routing
    • Co-browse for voice interactions
    • Queues Activity views enhancements
    • Callback filter in contact center dashboards and views
    • Contact Property call rule condition enhancement

    View details


    August 30, 2017

    Platform

    • Help panel enhancement
    • Callback metrics in the Analytics API

    Contact center

    • Scripts with web chat
    • Queues Performance view export

    View details


    August 23, 2017

    Contact center

    • Extended select statement for Architect

    View details


    August 16, 2017

    Platform

    • Genesys Cloud System Status page

    Communicate

    • View trunk status from multiple locations

    View details


    August 9, 2017

    Contact center

    • Data actions in agent scripts

    Integrations

    • Routing Salesforce emails through Genesys Cloud for Salesforce

    View details


    August 2, 2017

    Collaborate

    • License assignment enhancement

    View details


    July 26, 2017

    Platform

    • APIs for schedule management and IVR configuration
    • New invoice system

    Collaborate

    • Hunt groups

    Contact center

    • Historical schedule adherence
    • Keep campaign running option

    View details


    July 19, 2017

    Platform

    • Genesys Cloud Developer Blog

    View details


    July 12, 2017

    Platform

    • Web chat event subscription

    Contact center

    • Local recording key management

    View details


    July 5, 2017

    Communicate

    • Forward a voicemail
    • Local site routing for Edge groups

    Contact center

    • Disable answering machine detection in call analysis responses

    View details


    June 28, 2017

    Contact center

    • Screen share for voice interactions
    • Call Data Action for call flows in Architect

    Integrations

    • Call data actions for Salesforce data actions

    View details


    June 21, 2017

    Communicate

    • Voicemail messages for group ring

    Contact center

    • Configurable transfer timeout in Architect

    View details


    June 14, 2017

    Contact center

    • Email routing based on language skill assignment

    View details


    June 7, 2017

    Collaborate

    • Secure relationships with authorized organizations

    Contact center

    • Customer typing indicator in chat interactions
    • Evaluation form question branching
    • Disable unattended reports

    Integrations

    • Voci V-Spark transcription and speech analytics integration

    View details


    May 31, 2017

    Contact center

    • Screen share for chat
    • Contact property call rule condition
    • Norwegian Bokmal language support in Architect

    View details


    May 24, 2017

    Platform

    • PCI DSS Level 1 compliance for Virtual Edges

    View details


    May 17, 2017

    Communicate

    • Edge and Media Tier release notes enhancement

    Contact center

    • Select a default script for outbound calls
    • Contact list sort enhancement
    • Contact list filter
    • Chinese (traditional) language support

    View details


    May 10, 2017

    Contact center

    • Co-browse with chat interactions
    • Outbound Campaign: Detailed Attempt History report
    • Chinese and Dutch language support in Architect
    • Call Data Action for email flows in Architect

    Integrations

    • Salesforce data actions

    View details


    May 3, 2017

    Platform

    • Authentication improvements
    • Genesys Cloud training website

    Communicate

    • IP network ping response on Edge appliances

    Contact center

    • Call recording consent
    • Japanese, European Spanish, and US Spanish language support in Architect

    View details


    April 26, 2017

    Platform

    • APIs for External Contacts features

    Contact center

    • Campaign event viewer
    • Queues performance detail bar graph
    • Pop a URL from the default script

    View details


    April 19, 2017

    Platform

    • Java SDK for Android

    View details


    April 12, 2017

    Platform

    • APIs for Architect features

    Collaborate

    • Select download location in Windows desktop app

    Communicate

    • Custom dashboard to monitor real-time telephony performance
    • Track Edge operational states

    Contact center

    • French language support in Architect
    • Recording download permission
    • Web-based phone settings in Interactions panel

    Integrations

    • SSO support for Google G Suite

    View details


    April 5, 2017

    Platform

    • AWS Direct Connect support

    Collaborate

    • Voicemail access directly from email notifications
    • Out of Office status date range

    Communicate

    • Edge and Media Tier release notes

    Contact center

    • Intraday monitoring view

    Integrations

    • Email interactions support for Genesys Cloud for Salesforce
    • Email interactions support for Genesys Cloud for Zendesk
    • Email interactions support for Genesys Cloud for Chrome

    View details


    March 29, 2017

    Contact center

    • External Contacts
    • Advanced email routing in Architect

    Integrations

    • Salesforce External Contact Sync integration

    View details


    March 22, 2017

    Platform

    • HIPAA and PCI compliance status in organization settings
    • Chat attachment support for HIPAA-compliant organizations

    Collaborate

    • Simplified user management

    Integrations

    • SSO support for Ping Identity

    View details


    March 15, 2017

    Platform

    • APIs for Collaborate features

    Contact center

    • Disabling of failed reports
    • Callbacks adjustment in service level calculations

    View details


    March 8, 2017

    Platform

    • Open Data Exporter tool for workforce management integrations

    Contact center

    • Search parameters for interactions performance views
    • Orphaned recording recovery

    View details


    March 1, 2017

    Communicate

    • Phone redundancy

    Contact center

    • Administrator control of recalls
    • Campaign rule condition based on number of agents
    • Campaign rule action for changing the dialing mode

    View details


    February 22, 2017

    Platform

    • HIPAA compliance for Documents and chat history

    View details


    February 15, 2017

    Communicate

    • Automated management of phone firmware

    Contact center

    • Visual work plans

    View details


    February 8, 2017

    Collaborate

    • Loading of chat history

    Contact center

    • Outbound email on behalf of a queue

    Integrations

    • Genesys Cloud for CIC co-browse feature

    View details


    February 1, 2017

    Platform

    • Admin UI relaunch

    Contact center

    • ACD support for chats in client integrations
    • Genesys Cloud for Salesforce and Omni-Channel status sync
    • ACD routing of third-party chat and email interactions
    • Queues Performance summary and detail views
    • IVR prompt support for ordinal numbers
    • Italian language support in Architect

    View details


    January 25, 2017

    Communicate

    • Web-based phone call controls in third-party applications
    • Web-based phone volume settings

    Contact center

    • Email routing to an organization’s domain
    • Architect audio debugging
    • Inline images in emails
    • Agent Metrics and Agent Metrics Export reports

    View details


    January 18, 2017

    Platform

    • Admin UI
    • Genesys Cloud community

    Communicate

    • Order management for number ports

    Contact center

    • Permissions required to manage and assign roles

    Integrations

    • Genesys Cloud for Chrome

    View details


    January 11, 2017

    Contact center

    • Action to query bridged data sources in scripts
    • Maximum lines for outbound dialing campaigns
    • Norwegian and Mandarin Chinese support in Architect

    View details


    January 4, 2017

    Collaborate

    • Language selection in browser and desktop apps

    Contact center

    • Thai language support in Architect

    View details


    December 28, 2016

    Platform

    • HIPAA compliance

    Communicate

    • Recording of external transfers

    Contact center

    • Campaign rules

    View details


    December 14, 2016

    Platform

    • Removal of credit card numbers from chat interactions

    Communicate

    • Genesys Cloud Edge Standard V2 LCD

    Contact center

    • Workforce management training modules

    View details


    December 7, 2016

    Genesys Cloud Platform

    • Removal of credit card numbers from chat messages

    Communicate

    • Geographical restrictions on inbound toll-free calls

    View details


    November 23, 2016

    Contact center

    • Architect IVR Transfer to Group action
    • Limits to prevent excessive dialing
    • Agent participation in simultaneous dialing campaigns

    View details


    November 16, 2016

    Communicate

    • Global phone provisioning service
    • Telephony network topology map

    View details


    November 9, 2016

    Integrations

    • Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk

    View details


    November 2, 2016

    Integrations

    • Genesys Cloud for Salesforce support for Lightning Experience

    View details


    October 26, 2016

    Collaborate

    • Personal group favorites

    Communicate

    • Ability to rename inbox recordings

    Contact center

    • Dialpad for agent interactions

    View details


    October 19, 2016

    Collaborate

    • Chat search command

    Communicate

    • Dialpad DTMF support

    Contact center

    • Queue Activity detail view filters

    Integrations

    • SSO support for Microsoft Azure Active Directory Premium edition

    View details


    October 12, 2016

    Platform

    • Contact center access for third-party developers

    Contact center

    • Script editor UI

    View details


    October 5, 2016

    Platform

    • Developer Forum
    • Developer Center code samples and tutorials for API calls
    • SDKs for JavaScript, Python, Ruby, and C#

    Communicate

    • Bulk import for phone configurations

    Contact center

    • Permissions for Dashboard, Queues, and Agents views
    • Support for HTML formatting in responses and ACD emails
    • Secure pause button
    • Dutch and European Spanish language support in Architect
    • Third-party call list cleansing service
    • No-answer timeout campaign setting
    • Real-time schedule adherence
    • Maximum number of agents per management unit

    View details


    September 28, 2016

    Communicate

    • Mini and micro versions of Genesys Cloud Edge
    • Virtual Edge deployment option

    Contact center

    • Auto answer for Genesys Cloud web-based phones

    View details


    September 21, 2016

    Collaborate

    • Additional search features in Documents
    • Group sharing of documents
    • Workspace descriptions in Documents

    Communicate

    • FENT remote deployment model

    Contact center

    • Custom date range for reports

    View details


    September 19, 2016

    Communicate

    • Genesys Cloud web-based (WebRTC) phone

    Integrations

    • Web-based phone support for Genesys Cloud for Salesforce
    • Web-based phone support for Genesys Cloud for Zendesk

    View details


    September 14, 2016

    Contact center

    • Line recording enhancements

    View details


    September 7, 2016

    Contact center

    • Consult transfers to queues
    • Create a queue from an existing queue

    View details


    August 31, 2016

    Platform

    • New password reset requirement

    View details


    August 24, 2016

    Platform

    • Java SDK

    View details


    August 17, 2016

    Platform

    • Genesys Cloud Partner Directory

    Communicate

    • Faxing from Documents

    Contact center

    • New Queues Activity views

    View details


    August 12, 2016

    Collaborate

    • Updated user profile layout
    • New location for group chat notification

    Integrations

    • Outbound dialing and script support in Genesys Cloud for Salesforce
    • Outbound dialing and script support in Genesys Cloud for Zendesk

    View details


    August 10, 2016

    Contact center

    • Inbox support for time off requests
    • Policy-based recording of email interactions
    • Option to override default retention behavior for recording policies in conflict

    Integrations

    • Genesys Cloud for CIC
    • Custom actions for web services data dip connector

    View details


    August 3, 2016

    Integrations

    • Microsoft ADFS added as a single sign-on provider

    View details


    July 27, 2016

    Contact center

    • Secondary level of user statuses
    • Option to force wrap-up on disconnected conversations
    • Chat and email metrics in Queue Wrapup Summary and Agent Metrics reports

    View details


    July 22, 2016

    Communicate

    • Toll-free number porting into Genesys Cloud Voice

    Contact center

    • Callback routing
    • ACD-routed preview calls
    • User Status Detail report
    • Japanese language support

    View details


    July 20, 2016

    Contact center

    • Ability to change recipient list in an email reply
    • Outbound call flow variables
    • Option to override default retention behavior for recording policies in conflict

    View details


    July 13, 2016

    Communicate

    • Outbound user faxing

    Contact center

    • Auto answer feature and persistence connection option

    View details


    July 6, 2016

    Communicate

    • Support for Polycom RealPresence Trio 880 phone

    Contact center

    • Play Estimated Wait Time action
    • Play Position in Queue action

    View details


    June 29, 2016

    Collaborate

    • Improvements to Documents dashboard

    Communicate

    • Support for Polycom VVX 101 and 201 phones

    Contact center

    • Utilization option for non-ACD calls
    • Change to the way that Genesys Cloud ACD assigns agents to interactions

    View details


    June 22, 2016

    Communicate

    • Inbox improvements

    Contact center

    • Support for custom web chat fields

    View details


    June 15, 2016

    Contact center

    • Time off requests

    Integrations

    • Microsoft Dynamics CRM data dip connector

    View details


    June 8, 2016

    Genesys Cloud Platform

    • Help panel

    Engage

    • Queue activation permission
    • Custom interaction details for web chats
    • Agent alias for web chats

    View details


    June 1, 2016

    Collaborate

    • New user statuses
    • Increased chat room participant limits

    Contact center

    • Configurable alerts for interaction statistics

    Integrations

    • Genesys Cloud for Salesforce Console API logout event

    View details


    May 25, 2016

    Collaborate

    • Thumbnail image support for additional document types

    Communicate

    • Model-specific metabases for Polycom and AudioCodes phones

    Contact center

    • Brazilian-Portuguese language support
    • Chat and email metrics added to queue reports

    Integrations

    • Verint WFM historical and Verint WFM RTA

    View details


    May 18, 2016

    Platform

    • Changes to default password requirements

    Communicate

    • Telephony trunk configuration enhancements
    • Change to trunk number format
    • Additional AudioCodes support

    Integrations

    • Genesys Cloud for Salesforce enhancements
    • Genesys Cloud for Zendesk enhancements
    • Bridge Server enhancements

    View details


    May 11, 2016

    Platform

    • Enhanced professional support assistance

    Colloborate

    • Video troubleshooting

    Contact center

    • Architect flow printing
    • German language support

    View details


    April 27, 2016

    Contact center

    • Social Channel Managment
    • Outbound dialing enhancements

    View details


    April 20, 2016

    Collaborate

    • Geolocation

    Contact center

    • Bulk add queue members based on groups, roles, location, and manager

    View details


    April 13, 2016

    Platform

    • Public API version 2.0

    Integrations

    • Bridge Server enhancements

    View details


    March 30, 2016

    Collaborate

    • Delete files from chat
    • Add custom and structured attributes to documents

    Contact center

    • Transfer to voicemail added to Architect
    • Load-based schedule generation
    • Short-term forecasting
    • Campaign rules for outbound dialing

    Integrations

    • Genesys Cloud for Salesforce enhancements
    • Genesys Cloud for Zendesk enhancements

    View details


    March 23, 2016

    Contact center

    • Response management
    • Email routing
    • French and German IVR prompt files and runtime playback support in Architect

    View details


    March 16, 2016

    Integrations

    • Genesys Cloud for Salesforce enhancements
    • Genesys Cloud for Zendesk enhancements

    View details


    March 9, 2016

    Communicate

    • Trunk PCAP retrieval
    • Station auto-conference
    • Audio export

    Contact center

    • Dependency tracking for Architect
    • Action, Menu, and Task Numbering
    • New Languages Available for IVR
    • Norwegian localization

    View details


    March 2, 2016

    Platform

    • New support workflow for Genesys Cloud Pro+ organizations

    Collaborate

    • New UI for profile setup
    • Ability to open video chats in pop-out window

    Contact center and Communicate

    • Group ring
    • Ability to copy interactions through the Agent UI

    Integrations

    • Single Sign On support for Okta
    • Single Sign On support for SFDC
    • Improvements to Genesys Cloud for Salesforce
    • Salesforce Data Dip Connector is now available in East Asia (Japan) region
    • Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
    • Web Services Data Dip Connector is now available in East Asia (Japan) region
    • Zendesk Data Dip Connector is now available in East Asia (Japan) region

    View details


    February 19, 2016

    Collaborate

    • Bulk role assignment tool

    Integrations

    • Multi-region support for Genesys Cloud for Salesforce
    • Multi-region support for Genesys Cloud for Zendesk

    View details


    February 12, 2016

    Integrations

    • Single sign on support for OneLogin

    View details


    February 5, 2016

    Communicate

    • Genesys Cloud Voice

    Contact center

    • Agent utilization can now be configured
    • Pre-call rule to dial a record in Preview Mode
    • Caller ID (ANI) Enhancements

    Integrations

    • Genesys Cloud for Salesforce updates

    View details


    January 22, 2016

    Collaborate

    • New Activity indicators
    • Improved "Out of Office" functionality

    Integrations

    • Initial release of Genesys Cloud for Zendesk

    View details


    December 25, 2015

    Communicate

    • New Standalone phone functionality
    • Ability to reboot phones remotely

    View details


    December 18, 2015

    Collaborate

    • Location enhancements

    Communicate

    • Emergency services configuration enhancements

    Contact center

    • New Predictive and Power modes for Dialer

    View details


    December 4, 2015

    Platform

    • Desktop client now opens all popups
    • Genesys Cloud resources as a new app window instead of a new browser window

    View details


    November 20, 2015

    Communicate

    • Ability to download user recordings
    • Locate previously sent faxes by phone number

    View details


    November 13, 2015

    Integrations

    • Improvements to Genesys Cloud for Salesforce
    • Improvements to Salesforce Object Routing Connector
    • Improved styling on several Webhooks widgets

    View details


    November 6, 2015

    Platform

    • Consolidated user interface

    Collaborate

    • Chat search

    View details


    October 30, 2015

    Collaborate

    • Ability to manage external contacts

    View details


    October 23, 2015

    Communicate

    • Call forwarding is now available

    Collaborate

    • Improvements to chat roster
    • New chat commands
    • Desktop support for native idle handling

    Integrations

    • Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
    • Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
    • Updates to the Salesforce Object Routing Connector

    View details


    October 16, 2015

    Communicate

    • Inbound OneNumber Fax

    Collaborate

    • Ability to share documents with external parties via a simple link
    • Ability to configure security profiles for document access

    Integrations

    • Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
    • Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
    • Updates to the Zendesk Screen Pop Connector

    View details


    October 9, 2015

    Communicate

    • Genesys Cloud Edge automatic updates and scheduling

    View details