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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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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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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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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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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Communicate

• FCC USF contribution rate changes for Genesys Cloud Voice

Contact center

• Automatic time zone mapping overrides

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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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Communicate

• Genesys Cloud Voice in Spain and Switzerland

Contact center

• Introducing Predictive Engagement

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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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Communicate

• Genesys Cloud Voice in Sweden

Contact center

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

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Communicate

• Advanced microphone settings

Contact center

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

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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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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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Platform

• Introducing access control for select regions

Communicate

• Genesys Cloud Voice in Germany

Contact center

• Message delivery status notifications

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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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Communicate

• Genesys Cloud Voice rate decrease

Contact center

• My Performance views for agents

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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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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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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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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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Platform

• EU (Frankfurt) region

Communicate

• Override calling name trunk setting

Contact center

• Queues performance view enhancements
• Analytics API metrics

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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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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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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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