Agent utilization can now be configured. With this feature, organizations can now control the maximum number of interactions for each type routed to an agent. At the same time, this feature introduces a setting in which you can control what interaction type can be interrupted. See more details about this new functionality in the Configure agent utilization article.
Pre-call rule to dial a record in Preview Mode
This feature allows the use of a field in the contact list, a phone number, or a phone type as a condition to dial a record in Preview mode vs. the existing mode of the campaign dialing that record.
Caller ID (ANI) Enhancement
Users previously had the ability to pulse out Caller ID digits and also text (name). This enhancement separates these fields so that a record can set the Phone Number in the ANI and the campaign can set the Name. This allows different phone numbers to be used while broadcasting the same company name.
Genesys Cloud for Salesforce
Call center settings moved from the call center definition to a separate configuration page. See one-time upgrade instructions to use this new configuration.
Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.