See what’s new in Genesys Cloud

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

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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

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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

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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

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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

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