Collaborate

• Set time to return to previous status after users disconnect and reconnect

Communicate

• US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

• Introducing Genesys Cloud Background Assistant for screen recording with the web app
• Introducing regional storage for call recordings
• SSML support in Genesys Dialog Engine Bot Flows
• New Search endpoint
• New variables and improvements for scripts
• Improved do not contact (DNC) list functionality to support custom values
• Communicate call classification update

View details

Collaborate

• Video setting improvements

Contact center

• Introducing the Genesys Cloud EX license
• Online Agents count metric and Owned by Me filter for Performance Dashboards
• Multiple media type filter support in views and exports

Deprecations and announcements

• Identify Journey SDK method in Predictive Engagement deprecation
• OS Family attribute in Predictive Engagement
• CIDR IP address range for cloud media services expansion

View details

Collaborate

• Video chat participant notifications

Contact center

• Introducing the Knowledge Performance dashboard
• My Interactions view for agents
• Genesys Messenger conversation auto-start
• Audience size estimator for action maps in Predictive Engagement
• Test regular expression slot types before implementation
• Nuance Mix integration in Architect secure flows
• Amazon Lex V2 bots in Architect secure flows
• Google Cloud Dialogflow CX bots in Architect secure flows
• Nuance TTS integration in Architect secure flows
• Genesys Enhanced TTS in Architect secure flows
• 988 Suicide Hotline number plan available with Genesys Cloud Voice
• Genesys Messenger support for Portuguese
• Intent miner French language support

View details

Collaborate

• Genesys Cloud video chat setting improvements

Communicate

• Introducing BYOC Premises Customer Hardware Solution
• Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

• Topic trends summary and detail views
• Agent ACD skills and language proficiency routing improvement
• Improved default program list in speech and text analytics settings
• Japanese voice transcription support

Deprecations

• Website visitor count API change

View details

Collaborate

• Collaborate chat improvement

Communicate

• Customize caller ID information with prioritized caller selection

Contact center

• Create workforce management schedules without a forecast
• Workforce management schedule validation error severity enhancement
• Simplified recording and quality policy configuration
• Evaluation summary in agent activity view

Integrations

• Automatic log out of single sign-on provider

View details

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

View details

Collaborate

• Video chat enhancements

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

View details

Collaborate

• 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

View details

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

View details

Collaborate

• License assignment enhancement

View details

Platform

• APIs for schedule management and IVR configuration
• New invoice system

Collaborate

• Hunt groups

Contact center

• Historical schedule adherence
• Keep campaign running option

View details

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

View details

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

View details

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

• Intraday monitoring view

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

View details

Platform

• HIPAA and PCI compliance status in organization settings
• Chat attachment support for HIPAA-compliant organizations

Collaborate

• Simplified user management

Integrations

• SSO support for Ping Identity

View details

Collaborate

• Loading of chat history

Contact center

• Outbound email on behalf of a queue

Integrations

• Genesys Cloud for CIC co-browse feature

View details

Collaborate

• Language selection in browser and desktop apps

Contact center

• Thai language support in Architect

View details

Collaborate

• Personal group favorites

Communicate

• Ability to rename inbox recordings

Contact center

• Dialpad for agent interactions

View details

Collaborate

• Chat search command

Communicate

• Dialpad DTMF support

Contact center

• Queue Activity detail view filters

Integrations

• SSO support for Microsoft Azure Active Directory Premium edition

View details

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

View details

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

View details

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

View details

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

View details

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

View details