July 27, 2022

Communicate

BYOC Cloud TLS X.509 certificate renewal

On September 7, 2022, Genesys will renew the BYOC Cloud TLS X.509 certificates. Customers 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. To confirm, follow the procedure in TLS trunk transport protocol specification. This feature has no restriction by user or required user to access.

Contact center

Genesys Dialog Engine Bot Flow Insights and Optimizations menu

Administrators and contact center managers can now use the Insights and Optimizations menu in Genesys Dialog Engine Bot Flows. The new menu enables administrators to measure performance efficiently and identify enhancement opportunities within a unified workspace by providing access to bot performance reports, interaction reports, and intent miner. Also, utterance history and learning moved from the Natural Language Understanding (NLU) menu to the Insights and Optimizations menu. For more information, see Insights and Optimizations menu overview. This feature requires one of the following subscriptions: Genesys Cloud User 2 or Genesys Cloud User 3.

Integrations

Introducing Genesys Cloud for Microsoft Teams

The Genesys Cloud Embeddable Framework is now available as an application within Microsoft Teams. Customers can create and manage omnichannel interactions directly in Microsoft Teams, using Genesys Cloud contact center functionality such as response management and interaction details. For more information, see About Genesys Cloud for Microsoft Teams. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, or Communicate.

Platform

Windows 11 support for the desktop app

The Genesys Cloud desktop app is now available for use with the Windows 11 operating system. This supportability enables users to run the dedicated Genesys Cloud desktop app with Windows 11. Previously, users had to use the web app in a supported browser to use Genesys Cloud with Windows 11. For more information, see Genesys Cloud system requirements. This feature has no restriction by user or required user to access.

Note: Genesys Cloud enables features for release by end of day Wednesday, 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.