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

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

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

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 PureCloud clients and network configurations deprecation removal
• Data sync connector deprecation update
• Web services data dip connector deprecation update