Contact center

Introducing third-party TTS engine integrations

Amazon Polly and Acapela Voice third-party TTS engines are now available from Genesys AppFoundry. These integrations expand language options and enable customers to select the most appropriate TTS voice for their organization. In addition, Architect can now integrate with these third-party solutions for text-to-speech playback on a per-flow basis. This feature requires Edge and Media Tier version or later. For more information, see About text-to-speech (TTS) engines.

Queues Activity Detail view improvements 

Contact center managers can now see more accurate and up-to-date information about a queue’s current activity. Improvements to the Queues Activity Detail view include: consistent refreshing between conversation lists and total conversation counts, sortable interacting and waiting interactions lists, and durations based on time in queue or time interacting, rather than call length. For more information, see Queues Activity Detail view.

New columns and filters in analytics views

Contact center managers can now view and filter for Session DNIS and Initial Direction in related analytics views. These new columns and filters help managers see more specific information about DNIS and conversation direction than the current columns and filters. For more information, see Interactions viewAgents Interactions Detail view, and Queues Interactions Detail view

Screen share improvement

Customers who use Chrome 72 web browser or later no longer need a Chrome extension to share screens with agents. No changes to existing code or setup are necessary. This improvement allows customers to share screens more efficiently and alleviates work for the organization’s developers. Customers using Chrome 71 or earlier must still use the extension for screen share. This change does not affect screen sharing with Firefox or the embedded screen share. For more information, see About web chat in the Resource Center and Screen Share in the Developer Center.