Genesys Cloud - July 20, 2016

Contact center

Ability to change recipient list in an email reply

Agents can now add and modify email addresses in the To, Cc, and Bcc fields in replies to ACD-routed email interactions. For more information, see Work with ACD email.

Outbound call flow variables

Architect call flow designers can now use the built-in variables in outbound call flows to consume data from the contact list to provide more dynamic experiences within an agent-less flow. For more information, see Architect built-in variables.

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About Genesys

Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.

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