Contact Center

Updated WhatsApp pricing structure

Genesys updated the WhatsApp pricing structure. These updates reflect the new pricing structure that WhatsApp instituted on June 1, 2023. WhatsApp expanded the business initiated pricing into three categories: utility, marketing, and authentication. WhatsApp also renamed User Initiated pricing to Service conversations and created new price points for the business-initiated categories. For more information, see the WhatsApp section in Messaging pricing. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Copy and share interaction transcripts

Administrators can now copy entire interaction transcripts and share them with team members, colleagues, and clients. For more information, see Work with a voice transcript, and Work with a digital transcript. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Web messaging inbound custom attribute size limit requests

Administrators who want to send single custom attribute objects that total more than 2048 can request an increase from Customer Care. The current default maximum is 2048 bytes. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

SMS short code number in France

Genesys now offers support for higher volume SMS programs in France. Organizations in France can now setup and use short code numbers to send and receive SMS messages at scale. For more information, see Set up an SMS short code. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Improved workload balancing in predictive routing

Administrators can now configure a queue via predictive routing to consider agent occupancy as well as their predicted performance when the queue distributes interactions. This feature ensures that Genesys Cloud uses all agents in a more balanced way and also considers the best possible agent-interaction matches.For more information on workload balancing, see Workload balancing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Integrations

Two score-setting options for ranking waiting interactions

Administrators now have two options for ranking waiting interactions: they can use either the new interaction priority score or the existing conversation score, which combines priority and waiting time. The system routes the interaction with the highest score to the next available, qualified agent. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, Genesys Cloud CX 3, Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3 Digital, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I.

Platform

PCI DSS recertification

Genesys Cloud is now compliant with PCI DSS version 4.0. All Genesys Cloud commercial regions and commercial satellite regions are certified against the most recent PCI DSS standard. PCI DSS is a proprietary information security standard for organizations that handle payment card information. For more information, see PCI DSS compliance. This feature requires no restriction by user or required user to access.

Genesys Cloud WhatsApp Embedded signup self-service onboarding

Administrators can now onboard customers to the WhatsApp business platform from within Genesys Cloud via embedded sign up. This feature facilitates a streamlined and simplified process, and reduces onboarding time from days to minutes by including all steps in a single flow. For example, Genesys Cloud connects Meta Business Manager accounts, creates WhatsApp Business Accounts (WABAs), and verifies phone number. Organizations own their WhatsApp Business Accounts and share access to it with Genesys as part of the sign up process. For more information, see the WhatsApp section in About third-party messaging, WhatsApp Embedded signup self-service onboarding overview, and How can I enroll for the Embedded signup (Beta) feature?. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Subscribe to events from the Operational Console

Administrators can now subscribe to and receive specific operational events from the Genesys Cloud Operational Console. These actionable events provide administrators with the details to diagnose and troubleshoot issues. The Event Catalog in the Developer Center includes recommendations on how to get started, provides additional context for events, and includes associated diagnosis and troubleshooting steps. For more information, see Event Catalog, and Troubleshoot using the Genesys Cloud Operational Console. This feature has no restriction by user or required user to access.

Deprecations and announcements

Deprecation: Outbound Search Audits view

On November 3, 2023, Genesys will remove the Outbound Audits view, an independent Audit view for Outbound events. Prior to the removal date, administrators and contact center managers can use the Audit Viewer in Admin > Troubleshooting > Audit Viewer permission to view those same events. For more information, see Deprecation: Outbound Search Audits view (DRAFT LINK). This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Mandatory SMS US and Canada registration

By August 11, 2023, Genesys Cloud organizations with United States and Canada 10-digit long code (10DLC) SMS enabled numbers must submit a registration form to avoid outbound message blocking after August 31, 2023. To submit a form, organizations must complete all fields. Genesys cannot submit forms with missing information or inaccurate details. Refer to the tip sheet or contact your CSM with any questions. To request the most recent and accurate registration form, email your CSM/TAM. For more information, see Genesys Cloud support of 10DLC (10-Digit Long Code) This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Notes:
  • Genesys Cloud enables features for release beginning Wednesday and by end of day Friday, per region. If you do not see a feature enabled for your organization by the following business day, check the required subscriptions and permissions provided in the Release Notes and related documentation. If you confirm the subscription and permissions and still experience issues, contact Customer Care.
  • Some features may require an integration add-on.