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Collaborate
- Content management file sharing URL change
Communicate
- SRV record support for TLS for BYOC Cloud trunks
Contact center
- Assign Google Dialogflow bot events for canceled interactions
- France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
- Email reply enhancement
Platform
- Cape Town Africa satellite region deployment
- Assign schedules, schedule groups, and call routing objects within divisions
- Standardized client SDK logging and configuration
Deprecations
- API endpoint change for supported topic spotting dialects
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Contact center
- Introducing open messaging
- Gamification leaderboard scope and reporting intervals customization
- Enhanced agent workforce management schedule views in Genesys Tempo mobile application
Integrations
- Introducing the Zoom Meetings integration
- Salesforce Omni-Channel chat routing in Genesys Cloud
Deprecations
- Collaborate call functionality on mobile devices deprecation
- Journey JavaScript SDK specific mappable customer traits deprecation postponement
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- Import people enhancements
Contact center
- Introducing web chat flows in Architect
- Font change for Korean and Japanese language .pdf and .xls reports
Platform
- Release Notes in Genesys Cloud Admin UI
- Genesys Cloud Community Q&A show
Deprecations
- LinkedIn profile import deprecation and removal
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Collaborate
- Mobile badge notifications
Communicate
- Improved WebRTC connection times with Trickle ICE
Contact center
- New transfer metrics in the Analytics API
- Historical adherence in the schedule editor
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Collaborate
- License assignment enhancement
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Platform
- APIs for schedule management and IVR configuration
- New invoice system
Collaborate
Contact center
- Historical schedule adherence
- Keep campaign running option
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Collaborate
- Secure relationships with authorized organizations
Contact center
- Customer typing indicator in chat interactions
- Evaluation form question branching
- Disable unattended reports
Integrations
- Voci V-Spark transcription and speech analytics integration
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Platform
- APIs for Architect features
Collaborate
- Select download location in Windows desktop app
Communicate
- Custom dashboard to monitor real-time telephony performance
- Track Edge operational states
Contact center
- French language support in Architect
- Recording download permission
- Web-based phone settings in Interactions panel
Integrations
- SSO support for Google G Suite
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Platform
- AWS Direct Connect support
Collaborate
- Voicemail access directly from email notifications
- Out of Office status date range
Communicate
- Edge and Media Tier release notes
Contact center
Integrations
- Email interactions support for Genesys Cloud for Salesforce
- Email interactions support for Genesys Cloud for Zendesk
- Email interactions support for Genesys Cloud for Chrome
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Platform
- HIPAA and PCI compliance status in organization settings
- Chat attachment support for HIPAA-compliant organizations
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- Simplified user management
Integrations
- SSO support for Ping Identity
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Contact center
- Outbound email on behalf of a queue
Integrations
- Genesys Cloud for CIC co-browse feature
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Collaborate
- Language selection in browser and desktop apps
Contact center
- Thai language support in Architect
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Collaborate
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
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Communicate
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
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Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
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Collaborate
- Updated user profile layout
- New location for group chat notification
Integrations
- Outbound dialing and script support in Genesys Cloud for Salesforce
- Outbound dialing and script support in Genesys Cloud for Zendesk
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Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
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Collaborate
- New user statuses
- Increased chat room participant limits
Contact center
- Configurable alerts for interaction statistics
Integrations
- Genesys Cloud for Salesforce Console API logout event
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Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
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Platform
- Enhanced professional support assistance
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Contact center
- Architect flow printing
- German language support
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Contact center
- Bulk add queue members based on groups, roles, location, and manager
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Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
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Platform
- New support workflow for Genesys Cloud Pro+ organizations
Collaborate
- New UI for profile setup
- Ability to open video chats in pop-out window
Contact center and Communicate
- Group ring
- Ability to copy interactions through the Agent UI
Integrations
- Single Sign On support for Okta
- Single Sign On support for SFDC
- Improvements to Genesys Cloud for Salesforce
- Salesforce Data Dip Connector is now available in East Asia (Japan) region
- Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
- Web Services Data Dip Connector is now available in East Asia (Japan) region
- Zendesk Data Dip Connector is now available in East Asia (Japan) region
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Collaborate
- Bulk role assignment tool
Integrations
- Multi-region support for Genesys Cloud for Salesforce
- Multi-region support for Genesys Cloud for Zendesk
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Collaborate
- New Activity indicators
- Improved “Out of Office” functionality
Integrations
- Initial release of Genesys Cloud for Zendesk
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