Genesys Cloud - Communicate category

List of the Genesys Cloud release notes that include Communicate updates.
April 29, 2020

Platform

  • New AWS region deployments
  • Refresh tokens for secure authentication

Communicate

  • Genesys Cloud Voice availability for new AWS region
  • BYOC Cloud availability for new AWS regions

Contact center

  • Introducing improved workforce management features for selected regions
  • Improved ACD messaging for Facebook Messenger
  • Inbound MMS support for SMS messages
  • Interrupt a Google Dialogflow agent in an Architect flow

Integrations

  • SMTP server integration for outbound emails

Deprecations

  • WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
  • Contact center dashboard in Performance Overview menu deprecation removal

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February 5, 2020

Communicate

  • New Genesys and Polycom supported phones and firmware

Contact center

  • Data tables enhancements

Integrations

  • AWS S3 recording bulk actions integration
  • OneLogin for Genesys Cloud SCIM

Platform

  • Bulk export recordings in Recordings API

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October 30, 2019

Communicate

  • Genesys Cloud Voice in Norway

Contact center

  • View export data in interactions and interactions detail views
  • Inbound messaging channel routing for WhatsApp
  • Dynamically reference skills in Architect
  • Call history improvements

Integrations

  • mTLS authentication for data actions

Platform

  • New color scheme for Genesys Cloud

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September 18, 2019

Communicate

  • Add BYOC Cloud or Genesys Cloud Voice to existing subscription

Contact center

  • Bulk delete recordings in Recordings API
  • View evaluations update

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August 14, 2019

Communicate

  • Genesys Cloud audio management improvement

Platform

  • AppFoundry free trial offers for premium applications
  • Bring Your Own Technology billing rates

Deprecations

  • Classic Agents Performance views deprecation removal
  • Social channel management deprecation postponement

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August 7, 2019

Communicate

  • Genesys Cloud Voice EMEA rate decrease

Contact center

  • Increase timeout limit for Architect email and message flows

Integrations

  • Amazon Lex integration for inbound web chat flows

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July 17, 2019

Communicate

  • FCC USF contribution rate changes for Genesys Cloud Voice

Contact center

  • Automatic time zone mapping overrides

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July 3, 2019

Communicate

  • Genesys Cloud Voice in Denmark
  • BYOC Cloud rate decrease

Contact center

  • Export data from Surveys views
  • Data action rule conditions

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June 5, 2019

Communicate

  • Genesys Cloud Voice in Spain and Switzerland

Contact center

  • Introducing Predictive Engagement

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April 24, 2019

Communicate

  • Genesys Cloud Voice in Belgium and Finland

Contact center

  • Architect collection values enhancement
  • Agent script auto-save
  • Service level calculation enhancement

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April 17, 2019

Communicate

  • Genesys Cloud Voice in Sweden

Contact center

  • Real-time status columns in agents performance views
  • Interaction countdown alert

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April 10, 2019

Communicate

  • Advanced microphone settings

Contact center

  • Architect Transfer to voicemail enhancements
  • Improved external contact search results for web chat

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April 3, 2019

Communicate

  • Release Link Transfer operation for external trunks

Contact center

  • Conversation detail records enhancement in Analytics API

Deprecations

  • Social channel management deprecation

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March 6, 2019

Communicate

  • TCP transport protocol for BYOC Cloud trunks

Contact center

  • Performance Dashboards
  • Queue query enhancement in Analytics API
  • Configure multiple ACD messaging integrations per channel
  • Change the default country code for phone numbers
  • Improved fax support for external contacts

Deprecations

  • Genesys Cloud Bridge integrations deprecation FAQs

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February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • Genesys Cloud Voice in Germany

Contact center

  • Message delivery status notifications

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February 6, 2019

Platform

  • Authenticate with single sign-on only
  • Developer Center usability enhancements

Communicate

  • Genesys Cloud audio management improvements
  • Support for basic call controls on commonly used headsets
  • Genesys Cloud Edge bandwidth calculator enhancements

Contact center

  • Queues activity views improvements

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January 16, 2019

Communicate

  • Genesys Cloud Voice rate decrease

Contact center

  • My Performance views for agents

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December 5, 2018

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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October 31, 2018

Platform

  • Developer forum announcements

Communicate

  • BYOC Cloud trunk support for TGRP and DNIS
  • PBX passthrough for BYOC Cloud trunks

Contact center

  • New metrics for agent and queue performance views
  • Additional handle time metrics in the Analytics API
  • New outbound call metrics in the Analytics API

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June 27, 2018

Platform

  • WebRTC Softphone SDK

Communicate

  • Media metrics and diagnostic recording enhancements

Contact center

  • Increased agent limit in workforce management units
  • Workforce management shrinkage percentage intervals
  • Status duration in the workforce management real-time adherence view
  • Workforce management intraday monitoring enhancements
  • Workforce management schedule editor enhancements
  • Save filter and column settings in performance views
  • Link external contacts to external sites
  • Finnish language support

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May 16, 2018

Communicate

  • Genesys Cloud Voice in France and the Netherlands
  • Follow-me call forwarding

Contact center

  • Holiday and emergency schedules for routing configuration
  • Create data tables and retrieve data from Architect flows
  • Queues Activity view for agents

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May 2, 2018

Platform

  • EU (Frankfurt) region

Communicate

  • Override calling name trunk setting

Contact center

  • Queues performance view enhancements
  • Analytics API metrics

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April 25, 2018

Communicate

  • Introducing BYOC (Bring Your Own Carrier)

Contact center

  • Collapse and expand actions in Architect
  • Transfer calls to queue permission
  • Omnichannel interaction history for external contacts licensing

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April 18, 2018

Communicate

  • Genesys Cloud Voice in Ireland

Contact center

  • Finnish IVR support in Architect

Integrations

  • Import and export data actions for integrations

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March 21, 2018

Communicate

  • Alternate NTP providers for premises Edge appliances

Contact center

  • Agent Login-Logout Details report
  • Calling party number field for queues validation
  • Chinese (simplified) TTS and ASR language support

Integrations

  • Outbound dialing campaign management in Genesys Cloud for Salesforce

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