Genesys Cloud release notes

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

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

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Quick replies, cards, and carousels for open messaging
Automatically pause co-browse session for specific pages
Real-time WhatsApp message status tracking
External Contacts external ID support
Workitems List View filter and sort support

Data, analytics, and reporting

Enhanced bulk import for external contacts

Employee productivity

Automatic missed call notifications for mobile communicate users

Workforce engagement

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Enable UUI retrieval from outbound call responses

Account management

Genesys Cloud self-certifies for the EU-U.S. Data Privacy Framework

Data, analytics, and reporting

Journey Management filter and display options

Employee productivity

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

Deprecations

Deprecation: Supervisor for iPad app

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Agent Copilot summarization model improvement
Introducing Architect workitem flows for enhanced work automation
Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

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

Open platform

Additional conversation events for the Operational Console

Self Service & Automation

Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

Architect toolbox search option

Deprecations

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

Customer engagement

2024 Genesys CIDR expansion and firewall requirements notification
Active callback columns for performance views

Account management

Simplified customer firewall requirements

Data, analytics, and reporting

Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
Multi contextual panels

Self service and automation

Introducing Genesys Cloud Virtual Agent
Drag and drop in Architect builders
Content based search for knowledge articles

Workforce engagement

Workforce management read-only continuous forecasting
Configurable time-to-live (TTL) for auto-generated recording URLs

Contact

Solution

Company

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.