Communicate

• Mini and micro versions of Genesys Cloud Edge
• Virtual Edge deployment option

Contact center

• Auto answer for Genesys Cloud web-based phones

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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

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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

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Platform

• Genesys Cloud Partner Directory

Communicate

• Faxing from Documents

Contact center

• New Queues Activity views

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Communicate

• Toll-free number porting into Genesys Cloud Voice

Contact center

• Callback routing
• ACD-routed preview calls
• User Status Detail report
• Japanese language support

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Communicate

• Outbound user faxing

Contact center

• Auto answer feature and persistence connection option

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Communicate

• Support for Polycom RealPresence Trio 880 phone

Contact center

• Play Estimated Wait Time action
• Play Position in Queue action

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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

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Communicate

• Inbox improvements

Contact center

• Support for custom web chat fields

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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

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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

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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

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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

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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

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Communicate

• New Standalone phone functionality
• Ability to reboot phones remotely

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Collaborate

• Location enhancements

Communicate

• Emergency services configuration enhancements

Contact center

• New Predictive and Power modes for Dialer

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Communicate

• Ability to download user recordings
• Locate previously sent faxes by phone number

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Communicate

• Call forwarding is now available

Collaborate

• Improvements to chat roster
• New chat commands
• Desktop support for native idle handling

Integrations

• Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
• Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
• Updates to the Salesforce Object Routing Connector

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Communicate

• Inbound OneNumber Fax

Collaborate

• Ability to share documents with external parties via a simple link
• Ability to configure security profiles for document access

Integrations

• Web Services Data Dip Connector is now available in the Asia Pacific region and European Union
• Salesforce Data Dip Connector is now available in the Asia Pacific region and European Union
• Updates to the Zendesk Screen Pop Connector

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Communicate

• Genesys Cloud Edge automatic updates and scheduling

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