Contact Center

Additional voice transcription accuracy improvements for Japanese

Genesys Cloud improved voice transcription accuracy for Japanese (ja-JP). This improvement adds the ability to automatically boost the recognition of specific words and phrases through topic configuration. For more information, see Understand program, topics and phrases. This feature requires one of the following subscriptions: Genesys Cloud CX 3, Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on 1, or Genesys Cloud EX.

Sensitive Data Masking for voice interactions

Genesys Cloud now masks sensitive data in voice interactions. When administrators enable this feature in their org settings, Genesys Cloud redacts the voice recordings sections and voice transcripts that contain PCI or PII data. To access this information, users must have the Recording > Recording > View Sensitive Data permission. Genesys Cloud only masks sensitive data for transcribed voice interactions. For more information, see Understand voice transcripts, Work with a voice transcript, Work with an interaction overview, and View an interaction’s details. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Additional CX 1 Digital Add-On II capabilities

Genesys Cloud CX 1 organizations with the Digital Add-on II license can now leverage additional digital capabilities, including agentless digital notification APIs, email and SMS campaigns, and co-browse for web messaging. Genesys Cloud automatically adds co-browse for web messaging and agentless digital capabilities for SMS, open messaging, and WhatsApp. Organizations must request agentless email notifications and email campaigns access. Direct Genesys Cloud customers can add these capabilities from Outbound Email Campaigns and Agentless Email Notifications in the AppFoundry. Indirect customers can work with their partner to amend their subscription. For more information, see Add a bundle of digital channels to your subscription and the Genesys Community post. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II.

Co-browse for web messaging read-only fields and buttons

Administrators can now limit the fields that agents can modify, even when the agent has remote control of the customer’s screen during the co-browse session. This feature enables administrators to define the CSS selectors from Messenger configuration and select the designated fields as read-only. Administrators can use this feature to ensure that agents cannot modify sensitive field values or click the final submit button on application forms. For more information see Co-browse for web messaging overview, Configure messenger, Work with co-browse for web messaging sessions, and Set up co-browse for web messaging. This feature requires Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Dashboards summary page enhancements

Contact center supervisors can now view the list of dashboards in list view. Supervisors can also search the dashboards based on dashboard name and dashboard owner, sort the dashboards based on created date and last updated date, and filter the list of dashboards based on private or public status, owned by me, and owned by anyone filters. Administrators can perform bulk delete of the dashboards. For more information, see Add and edit Performance Dashboards, and Performance Dashboards overview. This feature requires no restriction by user or required user to access.

Dashboard management for administrators

Administrators can now access management capabilities for both public and private dashboards that users create within the organization. From the dashboard summary page, administrators can delete dashboards in bulk for a single user or multiple users. For more information, see Add and edit Performance Dashboards, and Performance Dashboards overview. This feature requires no restriction by user or required user to access.

Knowledge follow-up tasks in bot flows and digital bot flows

Flow authors can now use knowledge follow-up tasks, in addition to knowledge follow-up statements, to guide participants to the next bot flow and digital bot flow steps. This feature enables flow authors to enhance the customer experience by customizing the knowledge behavior. For example, in confirmation or disambiguation situations, the bot can direct the customer to a new location, digital menu, or through personalized logic. For more information, see Add knowledge to your bot flow. 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, or Genesys Cloud CX 3 Digital license.

Integrations

Amazon Lex V2 integration available in the FedRAMP region

The Amazon Lex V2 integration with Genesys Cloud is now available in the FedRamp region. For more information, see About the Amazon Lex V2 integration. This feature requires one of the following subscriptions: Genesys Cloud 1, Genesys Cloud 2, or Genesys Cloud 3.

Deprecations and announcements

Search Audits view deprecation

On August 15, 2023, Genesys will remove the Search Audits view, an independent audit view for Documents. Genesys replaced the Search Audits view with the Audit Viewer. For more information, see Deprecation: Search Audits view. This feature has no restriction by user or required user to access.

BYOC Cloud TLS X.509 certificate renewal

As a follow-up to our June 14th announcement, on August 23, 2023, Genesys will renew the BYOC Cloud TLS X.509 certificates. Organizations that use a secure TLS trunk with BYOC Cloud do not need to take action if the DigiCert High Assurance EV Root CA was previously accepted. Administrators can confirm renewal via the procedure described in TLS trunk transport protocol specification. This feature has no restriction by user or required user to access.

Certificate Authority change for Microsoft Teams integration

If you are using the Microsoft Teams integration with Genesys Cloud, you need to be aware that Microsoft 365 is updating services powering messaging, meetings, telephony, voice, and video to use TLS certificates from a different set of Root Certificate Authorities (CAs). For more information, see Certificate Authority change for Microsoft Teams. 

Release Notes category improvements

On August 16, Genesys will introduce new Release Notes product categories to better align with the customer experience. The new product categories correspond more logically with your subscription and product roadmap, making it easier for you to see how features correspond to your needs. Categories in existing Release Notes remain in place. 

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.