Genesys Cloud - Contact center category

Contact center

• Force stop button in digital campaign management

Integrations

• Limitation for JSON objects depth in data action service

Platform

• Trigger inclusion in Genesys Cloud CX 1 license

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Contact center

• Updated WhatsApp pricing structure
• Copy and share interaction transcripts
• Web messaging inbound custom attribute size limit requests
• SMS short code number in France
• Improved workload balancing in predictive routing

Integrations

• Two score-setting options for ranking waiting interactions

Platform

• PCI DSS recertification
• Genesys Cloud WhatsApp Embedded signup self-service onboarding
• Subscribe to events from the Operational Console

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Mandatory SMS US and Canada registration

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Contact center

• Agent evaluation details export generation for multiple agent
• Workforce management business unit and service goal template impact override settings
• Increased limits for workforce management dimensions
• Topic miner Spanish language support

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Communicate

• Polycom Zero Touch Provisioning
• Specify a Canadian address as a remote emergency address

Contact center

• Collaborate chat quick access for recent chat messages
• Real-time Interactions data export

Integrations

• Sentiment analysis in Google Cloud Dialogflow CX integrations

Platform

• Suppress call recordings during IVR flow and in-queue segments

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Contact center

• Architect user interface refresh
• Configure new conditional group routing method
• Touchpoint variations for knowledge workbench articles

Platform

• Genesys Cloud CX is FedRAMP Authorized at the Moderate Impact Level

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Contact center

• Extended voice transcription services support for additional English dialects and German Switzerland
• Improved native voice transcription accuracy for specific English dialects
• Trigger Process Automation from any Evaluation State Change
• Assign a permission to grant a role to a user by division

Deprecations and announcements

• Deprecation of legacy Dialog Engine postponement

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Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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Contact center

• Authenticated web messaging for verified users
• Auto answer for digital interactions on queues

Deprecations and announcements

• LiveNow permission change
• CIDR IP address range for cloud media services expansion

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Communicate

• BYOC Cloud TLS X.509 certificate renewal

Contact center

• Drill down to dashboard performance views
• Real time alerting based on agent’s after call work duration
• Improved dashboard create and edit options
• Show or hide top viewed articles in Support Center
• Multi-lingual Genesys Dialog Engine Bot Flow and Genesys Digital Bot Flows

Platform

• Resource Center improvements
• Telephony Extensions now support Divisions

Deprecations and announcements

• Legacy alerting system deprecation
• External Contact directory pages external organization logo removal

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Collaborate

• Support for MDM browser authentication for Collaborate for iOS

Contact center

• Workforce management time-off requests user interface improvements
• Improvements to playback screen recordings
• Workforce management and HR Integration System (HRIS) integration
• Modify the default whisper tone in Architect
• Real-time alerting for waiting interactions
• Introducing improved alerting

Integrations

• Client information in the embedded clients interaction window

Deprecations and announcements

• Journey customer service deprecation

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Contact Center

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Danish, Norwegian, Swedish, and Turkish language support

Deprecations and announcements

• Knowledge workbench V1 deprecation
• Genesys Dialog Engine deprecation postponement
• Mandatory US and Canada SMS/MMS registration

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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

Integrations

• 8×8 integration

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Contact Center

• Historical adherence and shrinkage view updates for teams
• Route email to multiple destinations
• Improved analytics email data with CC/BCC details

Deprecations and announcements

• Search Audits view deprecation
• Search Audits APIs deprecation

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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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Contact Center

• Generative AI to summarize agent digital interactions
• New workforce management scheduling menu
• Automatic language detection for digital interactions
• Show or hide top searched articles in Support Center
• Bulk changes to knowledge base question and answer articles
• Copy an existing evaluation or web survey form
• Customer Journeys tab in the Interactions View
• Canned responses source code/HTML editor
• Access to Queue Agent Details View by division membership

Integrations

• Introduction of OAuth 2.0 for custom SMTP integration

Deprecations and announcements

• Customer journey tab replacement

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Platform

• Single sign-on configuration enhancement

Contact Center

• Campaign performance views for agents
• Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
• Add Max No Input task to Architect bot actions
• Performance insights view
• Filter by evaluation form name

Integrations

• Nuance Mix integration support in Australia

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Contact Center

• External contacts Profile tab updates
• Import question and answer FAQs from URLs

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Platform

• Automatic inactivity timeout improvement
• Maximum voicemail recording length setting

Contact Center

• Introducing the Data Actions Performance views
• Introducing new Topic tab in agent, queue, and flow summary and detail views
• Extended voice transcription services support for Arabic and Hebrew right to left languages
• Topics and phrases support for Arabic right to left languages
• Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
• Data action in rule conditions for digital campaigns
• Notification message for conversation disconnect

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

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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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Contact Center

• Topic spotting improvement
• Extend after call work (ACW) timeout settings to digital channels
• Agent requested after call work (ACW) option
• After call work (ACW) analytics for callbacks improvement
• Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
• Genesys natural language understanding (NLU) improvements

Integrations

• Genesys AppFoundry improvements

Deprecations and announcements

• Static data actions for web service data actions integration
• Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation

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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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Contact center

• Introducing homescreen configuration for Messenger
• Knowledge articles in Messenger
• Agent Log-in Log-out report
• Status duration data for agents
• Analytics workspace improvements
• Delayed reaction triggers for process automation

Platform

• Hong Kong, Jakarta, and Paris satellite region deployment

Deprecations and announcements

• Mandatory US and Canada SMS/MMS registration
• Deprecation of select filters in Analytics API in Predictive Engagement postponement
• End of Analytics Conversation Detail Endpoint API query interval change allowlist
• CIDR IP address range for cloud media services expansion

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