Genesys Cloud FedRAMP region – March 3, 2025

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 a customer conversation with full context visible at a glance.

Turn on-screen annotation and drawings in co-browse on or off for privacy compliance

Administrators can now enable or disable the on-screen drawing feature in co-browse sessions to align with privacy and compliance requirements. This update provides more granular control over session features. On-screen drawings in co-browse sessions serve as a form of communication, but since these sessions are not recorded, drawings are not retained after the interaction. For organizations with strict compliance policies, the ability to disable this feature helps ensure that untraceable visual annotations do not create regulatory concerns.

Notes panel improvements

Genesys redesigned the Notes panel with several usability improvements. Label colors are now darker for better visibility and note text appears larger for improved readability. The option to hide or show notes history is now a toggle button instead of a hyperlink. Also, when a new message is added, a border appears around it for 20 seconds, which helps users identify recent updates. These changes improve clarity and make interacting with notes more efficient and have no effect on existing functionality.

Wrap Up panel usability improvements 

Genesys implemented changes to the Wrap-up Codes panel for improved agent usability. The updated design includes a selectable list of wrap-up codes, making it easier to choose the appropriate option. The panel is now more compact and streamlined, improving usability and reducing clutter. Enhanced contrast supports accessibility, and a red duration counter provides better visibility, helping agents track wrap-up time more effectively. These updates improve efficiency and clarity when agents complete interactions.

Genesys Enhanced TTS now includes Amazon Polly Neural voices

Genesys Enhanced text-to-speech (TTS) engine now supports Amazon Polly Neural voices. This feature expands language options and enables customers to select the most appropriate TTS voice for their organization. Architect can now integrate with the Genesys Enhanced TTS solution for text-to-speech playback on a per-flow basis.

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Belgium language support

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows support is now available with French-Belgium (fr-BE) and Dutch-Belgium (nl-BE) languages.

Trigger process automation from Coaching or Learning state changes

Administrators can now use Coaching or Learning state changes as triggers for process automation in Genesys Cloud. This feature enables automatic responses to specific events, such as updating external systems or custom metrics when training milestones are reached. For example, organizations with structured training programs can automatically update agent skills in Genesys Cloud when employees complete required training. Also, companies using gamification can update custom metrics when learning items are completed. This new capability helps organizations streamline their workflows and create tailored automation rules, reducing manual updates and improving efficiency across training and coaching processes.