See what’s new in Genesys Cloud

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.

May 31, 2023

Contact Center

  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

  • Knowledge workbench V1 deprecation
  • Genesys Dialog Engine deprecation postponement
  • Mandatory US and Canada SMS/MMS registration

[View details]

May 24, 2023

Communicate

  • Message Waiting Indicator improvements

Contact Center

  • Improved voice transcription accuracy for English language regions
  • Gamification metrics creation workflow improvements
  • Enhance predictive routing accuracy with participant data
  • Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

  • Support for JSON format output in trigger notifications
  • Trigger creation support for user activity topic

Deprecations and announcements

  • JourneyCustomer cookie ID from GDPR API subjects response deprecation
  • LiveNow permission change

[View details]

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export

    • Integrations

    • 8x8 integration

    [View details]

    May 10, 2023

    Contact Center

    • Historical adherence and shrinkage view updates for teams
    • Route email to multiple destinations
    • Improved analytics email data with CC/BCC details

    Deprecations and announcements

    • Search Audits view deprecation
    • Search Audits APIs deprecation

    [View details]

    May 3, 2023

    Communicate

    • Support for MDM browser authentication for Communicate for iOS

    Contact Center

    • Additional voice transcription accuracy for Arabic
    • Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
    • Automatically reschedule time zone skipped contacts

    Platform

    • Identify unused roles and permissions in the Admin UI
    • Display number of interactions routed via non-predictive routing method due to timeout

    Deprecations and announcements

    • BYOC Premises—Customer VM Solution deprecation

    [View details]