Genesys Cloud - April 14, 2025

2024 Genesys CIDR expansion and firewall requirements notification

Genesys previously announced that, during the week of December 7, 2024, Genesys would migrate an additional /18 CIDR block of IP addresses used for Genesys Cloud public-facing media services. Genesys postponed that date to May 3, 2025. These addresses supplement existing regions and cover growth in future regions. The new IP range is 136.245.64.0/18. Additionally, Genesys will expand the RTP port range and move the Force TURN IP addresses to the new Genesys CIDR block.

Multi contextual panels

Call center admins can use multi contextual panels to improve agent efficiency by reducing the number of clicks. This feature allows agents to display multiple contextual panels simultaneously to more efficiently focus on customer conversation with full context visible at a glance.

External source for open messaging identity resolution in the UI

Administrators can now select the external source for an open messaging integration directly from the Identity Resolution menu in the Admin UI. This feature helps improve how Genesys Cloud matches inbound open messaging interactions to contact profiles. When a message arrives, the system can automatically match it to an existing contact using the external ID, or create a new identified contact if one doesn’t exist. This feature supports a complete view of customer interactions across time and touchpoints. By streamlining configuration through the UI, this release supports broader efforts to extend identity resolution and journey tracking across all communication channels. 

Detailed counts of digital messaging activity

Administrators can now view the distinct count of inbound and outbound SMS and social messages, as well as the number of SMS/MMS segments. Also, the system now displays the count of outbound agent-less emails. This new visibility helps administrators better understand messaging volume across digital channels and supports more accurate cost forecasting and operational planning.

Improved keyword precision for SMS

Genesys Cloud can now only recognize single-word OptOut messages for US text messaging services; for example, STOP, QUIT, CANCEL, END, UNSUBSCRIBE, and newly supported REVOKE and OPTOUT, as valid requests to revoke consent for receiving text messages. When a customer replies with one of these individual words, the system adds their mobile number to a suppression list and sends an acknowledgment confirming their OptOut status. This change helps reduce mistaken OptOuts by requiring a clear, single-word response, improving text message delivery accuracy and maintaining a better customer experience. 

Microsoft Graph for email integration

Administrators can now add a custom integration that allows Genesys Cloud to connect directly to Microsoft Graph for sending and receiving email. This feature provides a new option for customers who want their email traffic to stay entirely within their own Microsoft environment, using their own server’s security and processing tools. This new integration is an alternative to using AWS SES, or custom SMTP and IMAP configurations. With Microsoft Graph support, customers can manage email using Microsoft’s APIs, while applying their own encryption, malware scans, and other pre- and post-processing to messages.

Normalization of digits in French for low latency transcription

Developers who use the Notification API for voice transcription now receive normalized numbers and alphanumeric combinations in French (fr-FR and fr-CA). For example, "trente-cinq" dollars returns as $35 and "un A sept" returns as “1A7." This update improves how information is presented in near real-time, especially for users who leverage Agent Copilot features. Normalized transcription helps make spoken content more readable and easier to interpret quickly, which supports faster decision-making during or after calls. This feature also helps services like Agent Assist and knowledge surfacing more effectively recognize entities like currency amounts, IDs, or codes as they appear in conversations. 

Division support for external contacts bulk import

Administrators can now assign divisions to contacts during a .csv bulk import in External Contacts. Previously, contacts imported via .csv were assigned to the Unassigned division by default. With this update, administrators can ensure that contacts are properly categorized from the start, aligning with security requirements and organizational needs. This enhancement improves contact management by allowing organizations to segment and control access to contacts based on their internal structures. It supports organizations managing contacts across multiple divisions, helping them maintain better control over their contact repository while streamlining data management. Additionally, External Organizations now support External IDs for duplicate detection, matching, and linking to external sources. Identified contacts matched during import are automatically promoted to curated contacts. Enrich APIs for bulk enrichment and merging of External Contacts and External Organizations are also now publicly available as part of this release.

Agent Activity performance dashboard widget filter and sort agents based on conversation activity

Supervisors can now filter and sort agents in real time based on their active conversation segments using the Agent Activity performance dashboard widget. This feature helps supervisors quickly identify agents engaged in specific types of interactions, such as calls on hold, wrap-up tasks, or active conversations. Supervisors can filter agents by division, reporting manager, assigned queue, skills, segment types, and requested languages. They can also sort agents based on segment duration, from shortest to longest or the opposite way. These options provide greater visibility into agent activity, making it easier to monitor workloads and provide targeted support when needed.

Improved agent email address handling

Agents can now edit email addresses directly when they compose messages. Genesys Cloud checks email addresses for correct format and highlights invalid ones in red and also recognizes when the maximum allowed length is reached and provides an error message to help agents correct the address before sending. This update helps agents work more efficiently by reducing the risk of sending messages to incorrect or incomplete addresses. With this release, agents benefit from:

• Real-time validation of email address format
• Clear visual feedback for invalid addresses
• Error messaging when maximum character limits are exceeded
• The ability to edit email addresses easily

Expanded Agent Assist dashboard with enhanced insights

Administrators can now access an expanded Agent Assist dashboard with a new design and more fields to track both Agent Assist and Agent Copilot usage. These enhancements help organizations better understand how these tools support agents and impact key performance metrics, such as average handle time (AHT) and after-call work (ACW). With this feature, administrators gain improved visibility into knowledge retrieval, post-call automation, and other AI-driven capabilities. 

Advanced knowledge handling in bot flows

Administrators can now configure bot flows to handle knowledge article responses manually before the articles appear to users. This update gives advanced bot builders access to the top article results, including confidence scores and article IDs, through a new flow variable. A new setting in the Ask for Intent block lets administrators choose where to store the new variable for further processing in the flow.

Deprecation: Genesys Enhanced TTS – Microsoft Azure and Google Voices

On September 29th 2025, Genesys will remove all support and availability for TTS voices powered by Google and Microsoft Azure in Genesys Enhanced Text-to-Speech (TTS) integrations. Genesys recommends that customers either migrate to the BYOT TTS model, and continue using the same TTS voices, or switch to a TTS voice provided by Amazon Polly.

Deprecation: Windows 10 OS support for the desktop app

On October 14, 2025, Microsoft will no longer provide free software updates from Windows Update, technical assistance, or security fixes for Windows 10. Current updates continue to work normally. However, Genesys recommends working with Windows 11. Windows 11 is designed to meet current demands for heightened security.

Deprecation: Genesys Enhanced TTS - Google European Voices

Genesys no longer supports certain Google European voices in Genesys Enhanced Text-to-Speech (TTS) integrations. Google is deprecating these European text-to-speech (TTS) voices. Genesys Cloud recommends that customers who use these TTS voices switch to alternative TTS voices in their Architect flows.