Communicate


September 7, 2022

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Queue administration user interface improvements
  • Detected Topics gamification metric
  • Set Content Template action type added to digital rules for outbound digital campaigns

Platform

  • Google Fonts API usage change for GDPR compliance
[View details]

August 31, 2022

Communicate

  • Genesys Cloud WebRTC diagnostics app improvements

Contact center

  • Genesys Digital Bot Flows
  • SMS message delivery status
  • Reset agent personal bests in gamification
  • Genesys Dialog Engine Bot Flows support for Portuguese
  • Improved voice transcription accuracy for Dutch

Integrations

  • Cross-region export option for AWS S3 recording bulk actions integration
[View details]

July 27, 2022

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Genesys Dialog Engine Bot Flow Insights and Optimizations menu

Integrations

  • Introducing Genesys Cloud for Microsoft Teams

Platform

  • Windows 11 support for the desktop app
[View details]

July 13, 2022

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]

June 29, 2022

Platform

  • Automatically log out inactive users

Communicate

  • Introducing Global Media Fabric
  • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
  • New Poly CCX supported phones

Contact center

  • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
  • Improved module assignment workflow
  • Adjust wrap-up codes and notes using the API
[View details]

May 25, 2022

Communicate

  • Use Genesys Cloud desktop app to run WebRTC Media Helper

Contact center

  • Agentless WhatsApp notifications
  • Define gamification profile metrics for media type and queue
  • Assessment data in agent development views
  • Additional customer information in Queues Activity Detail view

Platform

  • Developer tools refresh
[View details]

May 11, 2022

Communicate

  • Introducing hybrid telephony connections

Contact center

  • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
  • Recycle a digital campaign
  • Enhanced customer journey view for Predictive Engagement administrators
  • Shrinkage Reporting API for workforce management
  • Ability to provide feedback to sentiment analysis in French dialects
  • Dutch programs, topics, and phrases support

Integrations

  • Amazon EventBridge topic for wrap-up codes
  • Amazon EventBridge topics for external contacts and after call work events

Platform

  • Updated icons in the Genesys Cloud UI
[View details]

April 6, 2022

Communicate

  • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

  • Inline images in canned responses
  • Ability to disable call analysis and answering machine detection
  • Email, message, and chat transcript enhancements
  • Configure workforce management activities as interruptible for coaching

Deprecations

  • Workforce management adherence permission change
[View details]

January 26, 2022

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]

December 22, 2021

Communicate

  • EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

  • Introducing the Amazon EventBridge integration
  • Introducing the Nuance Mix integration for voice and digital flows

Deprecations

  • Agent interaction UI collapse/expand control removal
  • Horizontal script panel in agent interaction UI removal
  • Workforce management historical data import service JSON format endpoint deprecation
[View details]

December 15, 2021

Communicate

  • Telephony terminology changes

Contact center

  • Send custom attributes with web messages
  • Agentless Notification API enhancement for SMS and open messaging
  • Analytics Detail Events for the EventBridge integration
  • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

  • Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

  • CX as Code
[View details]

October 27, 2021

Communicate

  • BYOC Cloud TLS X.509 certificate renewal

Contact center

  • Acoustic analysis information for voice interactions in the Details tab
  • Ability to provide feedback to sentiment analysis
  • Audience size estimator for action maps in Predictive Engagement

Deprecations

  • Max Calls replacement for BYOC Cloud trunks
  • Collaborate call functionality on mobile devices deprecation postponement
[View details]

September 1, 2021

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]

August 25, 2021

Communicate

  • Conversation header support for BYOC Cloud trunks
  • DID number port increase for Genesys Cloud Voice

Contact center

  • Update ACD and language skills on an interaction in a queue with Routing API

Platform

  • Assign data tables within divisions

Deprecations

  • Max Calls replacement for BYOC Cloud trunks
[View details]

August 11, 2021

Communicate

  • Call history enhancements to mobile devices

Contact center

  • Introducing web messaging
  • Introducing Genesys Bot Connector
  • Expiration date for DNC lists
  • Improved accessibility for ACD voice interactions

Platform

  • Developer Blueprints for custom integrations

Deprecations

  • Quality Management Audit API change
  • Journey Reporting Service decommission
[View details]

June 30, 2021

Communicate

  • Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

  • Use Architect prompts in Google Dialogflow bots

Platform

  • Virtual Desktop Infrastructure

Deprecations

  • Journey Reporting Service decommission
  • Genesys Cloud Ruby SDK deprecation
[View details]

June 16, 2021

Communicate

  • WebRTC Media Helper for VDI environment

Contact center

  • Introducing Architect common module flows
  • Permission to activate and deactivate queue membership
  • New custom actions and usability improvements for script designers
  • Caller ID and caller name specification on Callback API
  • Bring Your Own Technology (BYOT) billing changes

Deprecations

  • Facebook Messenger HUMAN_AGENT message tag deprecation
  • Predictive Engagement outcome limitation change
  • Topics and programs audit events name change
[View details]

June 9, 2021

Communicate

  • User to User Information (UUI) enhancement for remote stations
  • DTMF support in active calls

Contact center

  • Audit trail improvements in Interaction Details view
  • Improved agent external contacts experience
  • New audio alert for non-voice interactions

Platform

  • Genesys Cloud Command Line (CLI) enhancements
[View details]

May 5, 2021

Communicate

  • Search for external contacts and organizations on mobile devices

Contact center

  • Topic manager and topic spotting support for queues and flows
  • Configurable messaging threading timeline
  • Export Architect flows in YAML format
  • External contacts bulk APIs for notes and relationships
  • Journey aggregate query API for non-offered action states

Deprecations

  • CIDR IP address range for cloud media services change completed
[View details]

March 31, 2021

Communicate

  • Custom SIP response code for maximum call setting in trunk configurations

Contact center

  • New queue configuration tabs
  • Manually assign waiting interactions in a queue

Integrations

  • Okta for Genesys Cloud SCIM

Deprecations

  • Coaching permissions change
  • CIDR IP address range for cloud media service change
[View details]

February 17, 2021

Communicate

  • Make and receive WebRTC calls on Android devices

Contact center

  • Search interactions for SIP signaling information for selected regions
  • Agent evaluation comment indicator
  • Call recording playback and transcription synchronization
  • Voice transcription support for BYOC Premises
  • Frequency capping on Predictive Engagement web action offers

Integrations

  • AWS Lambda data actions integration enhancement

Deprecations

  • Predictive Engagement webhooks deprecation
  • Journey history data retention period change
[View details]

February 10, 2021

Communicate

  • BYOC Cloud custom SIP headers for improved carrier interoperability
  • Extended maintenance window for cloud-based Edge updates

Contact center

  • Introducing programs, topics, and phrases for speech and text analytics
  • US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
  • Coaching appointment scheduling with workforce management
  • Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

  • Introducing the Zoom Phone integration

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
[View details]

January 27, 2021

Communicate

  • Make and receive WebRTC calls on iPhones

Contact center

  • Scheduled Callbacks view usability enhancements
  • Export view data advanced options
  • Analytics Aggregates API for sentiment analysis on digital interactions

Platform

  • Restore deleted OAuth clients
  • Set Collaborate chat message retention
[View details]

January 13, 2021

Communicate

  • DID and toll-free number management enhancements

Contact center

  • Sentiment analysis for digital interactions
  • Voice transcription enhancement in speech and text analytics API
  • Undo or redo changes to a workforce management work plan
  • Genesys Predictive Engagement rebranding

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
  • Limit journey and interaction history for external contacts and organizations to 365 days deprecation
[View details]

December 9, 2020

Platform

  • Clone a user in an authorized organization enhancement

Communicate

  • Identify assigned phone numbers

Contact center

  • Enhancements to the workforce management rescheduling process
  • Improved estimated wait time calculation
  • Turn off evaluation form question group weights

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
  • Analytics Conversation Detail Endpoint API maximum record per query change
  • Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
  • Analytics User Detail Endpoint API query interval change postponement
  • Analytics Conversation Detail Endpoint API query interval change postponement
[View details]

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