Genesys Cloud - June 2, 2021

Contact center

Introducing the Amazon Lex V2 integration with Architect flows

Administrators and contact center managers can now use the Call Lex V2 Bot action in call flows. This action enables integration with Amazon Lex V2 functionality for processing before returning intents and slots to Architect, and introduces DTMF functionality and support. For more information, see About the Amazon Lex V2 integration. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, or Genesys Cloud User 3.

Increased routing duration for bullseye and preferred agent methods

Genesys Cloud increased the maximum duration of time that an interaction can remain in a routing state for a queue from 15 minutes to 72 hours. This increase allows administrators to optimize routing capabilities, keeping interactions waiting in the queue to reach an agent for a longer period of time before they are abandoned or disconnected. For more information, see Create and configure queues. This feature requires one of the following subscriptions: Genesys Cloud User 1, Genesys Cloud User 2, Genesys Cloud User 3, Genesys Cloud User 1 Digital Upgrade I, or Genesys Cloud User 1 Digital Upgrade II.

Out-of-the-box topics for speech and text analytics

Administrators and contact center managers can now create out-of-the-box topics from the Speech and text analytics page. Use out-of-the-box topics as a starting point when you begin working with speech and text analytics. Genesys Cloud creates a generalized program with topics and phrases, as part of the out-of-the-box creation process. These topics and phrases are based on common topics of interest found across many types of organizations and businesses. For more information, see Out-of-the box topics and Speech and text analytics. This feature requires the following subscription: Genesys Cloud User 3.

Improved voice transcription accuracy for English language regions

Genesys Cloud improved voice transcription accuracy for most English language regions, including United States (en-US), Great Britain (en-GB), Australia (en-AU), and South Africa (en-ZA). For more information, see Genesys Cloud supported languages. This feature requires the following subscription: Genesys Cloud User 3.