Genesys Cloud - September 27, 2023

Customer engagement

Improved call analysis response performance

Outbound administrators can now select a live speaker detection level when they create a call analysis response, in addition to post-connect call analysis and answering machine detection response actions. This feature improves queue transfer speed for outbound campaigns. This feature will be available in select regions.  For more information about availability, see Regional Rollout of Pure-4000: Adjustable Live Speaker Detection in the Genesys Community. This feature requires one of the following subscriptions: Genesys Cloud CX 1, Genesys Cloud CX 2, or Genesys Cloud CX 3.

Bring Your Own (BYO) SMS in Genesys Cloud

Administrators can now use the Bring Your Own (BYO) SMS feature to integrate existing Twilio accounts and SMS numbers in Genesys Cloud. For more information, see Configure BYO SMS for Twilio. This feature requires one of the following subscriptions: Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud CX 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, or Genesys Cloud CX 3 Digital.

Data, analytics and reporting

Out-Of-The-Box (OOTB) process updates

Administrators can now update out-of-the-box topics for the latest Genesys Cloud out-of-the-box versions. This update merges topics to add exact match capabilities for numerous phrases. The new replace and merge option refreshes the entire OOTB topic list, replaces unmodified topics, merges modified topics, and deletes obsolete topics and phrases. For more information, see Out-of-the-box topics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital.

Manually add words to the dictionary backend

Administrators can now manually include specific terms and phrases to enhance the accuracy of term identification and improve transcription precision. For more information, see About speech and text analytics. This feature requires one of the following subscriptions: Genesys Cloud CX 1 WEM Add-on II, Genesys Cloud CX 2 WEM Add-on I, or Genesys Cloud CX 3.

Self service and automation

Knowledge optimizer unanswered queries improvements

Genesys Cloud improved the grouping and visual indicators for the knowledge optimizer. High, medium, and low impact tiles now appear with different background colors. Also, administrators can now use a date range filter to view unanswered queries for up to the last ten days. Previously, this filter was static and only provided data from the last three days. The current day’s data is collected and clustered overnight, and then displays the following day. This feature improves the ability to intuitively view and filter data to manage knowledge base V2 question and answer articles. For more information, see Optimize your knowledge base content. This feature requires Genesys Cloud CX 1 Digital Add-on II, Genesys Cloud 2, Genesys Cloud CX 2 Digital, Genesys Cloud CX 3, Genesys Cloud CX 3 Digital, or Genesys Cloud CX AI Experience. 

Deprecations and announcements

Legacy alerting system deprecation postponement

On June 14, 2023 Genesys announced that it would remove the legacy alerting system on September 27, 2023. Genesys has postponed the removal date to January 24, 2024. On June 7, 2023, Genesys replaced the legacy alerting system with new real-time Alerting functionality. This deprecation affects customers who use the legacy alerting system. Genesys recommends that affected customers create a backup of their latest bots in production. For more information, see Deprecation: Legacy alerting system. This feature has no restriction by user or required user to access.