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Communicate
Communicate
- Message Waiting Indicator improvements
Contact Center
- Improved voice transcription accuracy for English language regions
- Gamification metrics creation workflow improvements
- Enhance predictive routing accuracy with participant data
- Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support
Integrations
- Support for JSON format output in trigger notifications
- Trigger creation support for user activity topic
Deprecations and announcements
- JourneyCustomer cookie ID from GDPR API subjects response deprecation
- LiveNow permission change
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Communicate
- Additional ringtone options for Communicate for iOS and Android
Contact Center
Agent email editor enhancements
Email signatures appended to agent email
Set SMS Phone Number pre-contact digital rule action
Perform multiple actions on an email
Add and remove flexibility for email history in agent emails
Introducing Queue Wrap-up Summary Report
Introducing static download links for export
Integrations
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Communicate
- Support for MDM browser authentication for Communicate for iOS
Contact Center
- Additional voice transcription accuracy for Arabic
- Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
- Automatically reschedule time zone skipped contacts
Platform
- Identify unused roles and permissions in the Admin UI
- Display number of interactions routed via non-predictive routing method due to timeout
Deprecations and announcements
- BYOC Premises—Customer VM Solution deprecation
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Communicate
- Built-in Genesys Cloud WebRTC diagnostics application improvements
Contact Center
- External contacts Profile tab updates
- Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
- Archive and unarchive learning modules
Integrations
- Automatic regionalization of endpoints for existing Google Cloud TTS and STT integrations
- Custom voices support for the Google Cloud Text-to-Speech integration
Deprecations and announcements
- Static data actions for web service data actions integration removal
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Communicate
- Transcription for Communicate voicemails
- Active speaker indicators
Contact Center
- Additional voice transcription accuracy improvements for Spanish
- Approve time-off requests based on agent hire date
- Evaluation source in evaluation cards
- Enhanced pagination control in analytics workspace views
- Queue Performance Summary chart view
- Metric values in views with duration statistics
- Transcription for Communicate voicemails
- Restricted access to details about predictive routing agents
- Delete a knowledge base
Deprecations and announcements
- Deprecation of select filters in Analytics API in Predictive Engagement
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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
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Communicate
- Require the WebRTC Media Helper
- WebHID technology for Jabra headsets re-enablement
Contact center
- Improved interval granularity for a specific time span during performance metrics exports
- Improved module scheduling
- Scorecard tab improvements in the agent activity view
Deprecations and announcements
- journeyCustomer cookie id from GDPR API subjects response deprecation
- Customer journey tab replacement
- Genesys legacy Dialog Engine deprecation
- Knowledge workbench V1 deprecation
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Contact center
- Co-browse for web messaging
- Automatic email signatures in canned responses
- Enhanced canned responses editor options
- Rich media in knowledge base articles
- Genesys Cloud native text-to-speech (TTS) French and Spanish support
Integrations
- Introducing the Google Cloud Speech-to-Text (STT) integration
- Microsoft Teams integration enhancements
Platform
- Single sign-on configuration enhancements
Deprecations and announcements
- OS Family attribute in Predictive Engagement
- Windows 7 support for the desktop app deprecation
- Canned reports deprecation date updates
- CIDR IP address range for cloud media services expansion postponement
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Communicate
- WebHID technology for Jabra headsets
- Telephony administrator user interface updates
Contact center
- Genesys Agent Assist available in Genesys Cloud Embedded Clients
- Import and export knowledge base articles in additional formats
- No input timeout settings in Genesys Digital Bot Flows
- Call digital bot flows from Architect in-queue message flows
- Sentiment data in Agent Queue Detail and Queue Agent Detail views
- Topic spotting improvement
- Japanese programs, topics, and phrases support
- Usability improvements to messaging and email in the Transcript tab
- Genesys Cloud forecasting user interface updates
Deprecations and announcements
- Genesys Cloud SSO certificate expiry
- CIDR IP address range for cloud media services expansion
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Communicate
- Ringtone options for web and desktop apps
Contact center
- Predictive routing queue impact report
- Limited details for interactions older than 1.5 years available in all regions
- Auto search for callbacks and outbound campaign calls in the Profile panel
- Offset parameter added in recording bulk job API
- Do Not Contact list endpoints for record removal
- Genesys Messenger support for Hebrew
- Tempo icon in Genesys Cloud
- Workforce management time-off plan accessibility improvements
- Knowledge workbench V2 accessibility improvements
Deprecations and announcements
- Microsoft Edge Legacy browser support deprecation
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Communicate
- Opt out of voicemail and replace system audio for the default Architect voicemail flow
Contact center
- Genesys Agent Assist in agent workspaces
- Delayed arrival notifications to supervisors in Genesys Tempo™
- Coaching appointment configuration improvement
- Improved voice transcription accuracy for Spanish
- Limited details for interactions older than 1.5 years available in select regions
Platform
- IP addresses for data actions integrations automatically allowed
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Communicate
- International number plans as outbound routes changes
Contact center
- Introducing Genesys Cloud digital licenses
- Agentless email notifications
- Outbound email campaigns
- Delivery status receipts for outbound email campaigns
- Manage time zones for outbound email campaigns
- Increased email size limit for custom SMTP integrations
- New filters and columns in Content Search view
- AudioHook billing for active use only
- Cumulative uploads of external metrics for performance scorecards
Deprecations and announcements
- API endpoint change for local key settings in recording service
- CIDR IP address range for cloud media services expansion
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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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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