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Collaborate
Collaborate
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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Collaborate
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer
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Integrations
- Improvements to Genesys Cloud for Salesforce
- Improvements to Salesforce Object Routing Connector
- Improved styling on several Webhooks widgets
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Platform
- Consolidated user interface
Collaborate
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Collaborate
- Ability to manage external contacts
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Communicate
- Call forwarding is now available
Collaborate
- Improvements to chat roster
- New chat commands
- Desktop support for native idle handling
Integrations
- Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
- Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Salesforce Object Routing Connector
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Communicate
Collaborate
- Ability to share documents with external parties via a simple link
- Ability to configure security profiles for document access
Integrations
- Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
- Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Zendesk Screen Pop Connector
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