View current and past releases below. For a preview of Genesys Cloud’s next release, see Features coming soon. For other upcoming features, see Future release announcements.

September 27, 2023 New

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

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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

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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

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    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