Communicate
February 15, 2017
Communicate
- Automated management of phone firmware
Contact center
- Visual work plans
January 25, 2017
Communicate
- Web-based phone call controls in third-party applications
- Web-based phone volume settings
Contact center
- Email routing to an organization’s domain
- Architect audio debugging
- Inline images in emails
- Agent Metrics and Agent Metrics Export reports
January 18, 2017
Platform
- Admin UI
- Genesys Cloud community
Communicate
- Order management for number ports
Contact center
- Permissions required to manage and assign roles
Integrations
- Genesys Cloud for Chrome
December 28, 2016
Platform
- HIPAA compliance
Communicate
- Recording of external transfers
Contact center
- Campaign rules
December 14, 2016
Platform
- Removal of credit card numbers from chat interactions
Communicate
- Genesys Cloud Edge Standard V2 LCD
Contact center
- Workforce management training modules
December 7, 2016
Genesys Cloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls
November 16, 2016
Communicate
- Global phone provisioning service
- Telephony network topology map
October 26, 2016
Collaborate
- Personal group favorites
Communicate
- Ability to rename inbox recordings
Contact center
- Dialpad for agent interactions
October 19, 2016
Collaborate
- Chat search command
Communicate
- Dialpad DTMF support
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
October 5, 2016
Platform
- Developer Forum
- Developer Center code samples and tutorials for API calls
- SDKs for JavaScript, Python, Ruby, and C#
Communicate
- Bulk import for phone configurations
Contact center
- Permissions for Dashboard, Queues, and Agents views
- Support for HTML formatting in responses and ACD emails
- Secure pause button
- Dutch and European Spanish language support in Architect
- Third-party call list cleansing service
- No-answer timeout campaign setting
- Real-time schedule adherence
- Maximum number of agents per management unit
September 28, 2016
Communicate
- Mini and micro versions of Genesys Cloud Edge
- Virtual Edge deployment option
Contact center
- Auto answer for Genesys Cloud web-based phones
September 21, 2016
Collaborate
- Additional search features in Documents
- Group sharing of documents
- Workspace descriptions in Documents
Communicate
- FENT remote deployment model
Contact center
- Custom date range for reports
September 19, 2016
Communicate
- Genesys Cloud web-based (WebRTC) phone
Integrations
- Web-based phone support for Genesys Cloud for Salesforce
- Web-based phone support for Genesys Cloud for Zendesk
August 17, 2016
Platform
- Genesys Cloud Partner Directory
Communicate
- Faxing from Documents
Contact center
- New Queues Activity views
July 22, 2016
Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
July 13, 2016
Communicate
- Outbound user faxing
Contact center
- Auto answer feature and persistence connection option
July 6, 2016
Communicate
- Support for Polycom RealPresence Trio 880 phone
Contact center
- Play Estimated Wait Time action
- Play Position in Queue action
June 29, 2016
Collaborate
- Improvements to Documents dashboard
Communicate
- Support for Polycom VVX 101 and 201 phones
Contact center
- Utilization option for non-ACD calls
- Change to the way that Genesys Cloud ACD assigns agents to interactions
June 22, 2016
Communicate
- Inbox improvements
Contact center
- Support for custom web chat fields
May 25, 2016
Collaborate
- Thumbnail image support for additional document types
Communicate
- Model-specific metabases for Polycom and AudioCodes phones
Contact center
- Brazilian-Portuguese language support
- Chat and email metrics added to queue reports
Integrations
- Verint WFM historical and Verint WFM RTA
May 18, 2016
Platform
- Changes to default password requirements
Communicate
- Telephony trunk configuration enhancements
- Change to trunk number format
- Additional AudioCodes support
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
- Bridge Server enhancements
March 9, 2016
Communicate
- Trunk PCAP retrieval
- Station auto-conference
- Audio export
Contact center
- Dependency tracking for Architect
- Action, Menu, and Task Numbering
- New Languages Available for IVR
- Norwegian localization
March 2, 2016
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
February 5, 2016
Communicate
- Genesys Cloud Voice
Contact center
- Agent utilization can now be configured
- Pre-call rule to dial a record in Preview Mode
- Caller ID (ANI) Enhancements
Integrations
- Genesys Cloud for Salesforce updates
December 25, 2015
Communicate
- New Standalone phone functionality
- Ability to reboot phones remotely