See what’s new in Genesys Cloud

View current and past releases below. Feature availability varies and is based on region readiness, product licensing, and the Genesys Cloud release schedule.

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

April 8, 2024 New

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