January 22, 2020


Contact center

Blind transfer for voice interactions enhancement

Administrators can now configure blind transfers for voice interactions to remove all skills. When an agent makes a blind transfer to a different queue, the required agent skills are removed. This feature prevents the interactions from getting stuck and abandoned. For more information, see Strip skills from voice interaction blind transfers.

Integrations

Google Dialogflow voice integration for inbound call, in-queue, and outbound flows

The Google Dialogflow voice integration is now available from the Genesys AppFoundry. This integration allows customers to integrate Google Dialogflow Agent Assist into PureCloud. In addition, Architect’s Call Dialogflow Bot action is now available for use in inbound call, in-queue, and outbound flows. Administrators and contact center managers can use this action with the Google Dialogflow integration, which processes the call according to Dialogflow Bot configuration. Then, the bot returns the call with intents and slots to Architect for further processing. For more information, see About the Google Dialogflow integration, Google Dialogflow quick start guide, Call Dialogflow Bot action, and About Architect. For Edge and Media Tier version requirements, see Google Dialogflow quick start guide.