Genesys Cloud - February 23, 2022
Platform
Genesys Cloud offer packaging and pricing changes
Genesys Cloud has enriched our existing platform offer bundles to achieve optimal business outcomes and adjusted our add-on bundles to provide organizations with a complete suite of workforce engagement and critical digital functionality. As part of the digital add-on bundle changes, Genesys Cloud User 1 Digital Upgrade II is now the only digital add-on offer. These packaging changes are effective starting February 23, 2022. Updated pricing applies to new contracts, renewals, and month-to-month customers. For more information, see in Community, Genesys Cloud CX pricing, and About your subscription. This feature applies to Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade II, Genesys Cloud User 1 WEM Upgrade II, and Genesys Cloud User 2 WEM Upgrade I.
BYOC Cloud pricing model changes
On February 23, 2022, Genesys Cloud changed its BYOC Cloud pricing model from a per minute usage fee model to a fair use policy. For more information, see BYOC Cloud pricing. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Fair use voice transcription pricing changes
On February 23, 2022, Genesys Cloud revised the voice transcription overage charges for customers who exceed their voice transcription allocation. For more information, see Fair use voice transcription charges. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Contact center
Agent-owned callback requests and Scheduled Callbacks view
Agents can now take full ownership of scheduled callbacks. If the agent who owns the callback is unavailable at the scheduled callback time, the callback waits for the agent to become available. Scheduled agent-owned callbacks now appear in the Scheduled Callbacks view, and supervisors can reschedule, reassign, or cancel them. For more information, see Schedule callbacks during a voice interaction, Callback and social expression channels in Create and configure queues, and Schedule Callbacks view. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Skill matching for predictive routing
Administrators can now turn skill matching on or off for individual queues that are configured to use predictive routing. Skill matching enables organizations to consider only agents with required skills in predictive routing decisions for inbound interactions. For more information, see Skill matching. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.
Dutch and Korean voice transcription view and search support
Voice transcription view and search support is now available for Dutch (nl-NL) and Korean (ko-KR). For more information, see Genesys Cloud supported languages. This feature requires one of the following subscriptions: Genesys Cloud User 3, Genesys Cloud User 1 WEM Upgrade II, or Genesys Cloud User 2 WEM Upgrade I.
Deprecations
Architect Get Journey Sessions by customer action removal
On February 23, 2022, Genesys removed the Get Journey Sessions by Customer action in Architect. As a result, flow authors can achieve the same functionality by using a custom data action or an alternative data action. For more information, see Deprecation: Get Journey Sessions by ID action. This feature requires one of the following subscriptions: Genesys Cloud User 2, Genesys Cloud User 3, or Genesys Cloud User 1 Digital II.
