Contact center
September 11, 2019
Contact center
- SMS number purchase update
Platform
- iOS SDK
September 4, 2019
Contact center
- Assign evaluations per agent
- Busy audio signal in Architect data actions
- Conversation Detail Records enhancement in Analytics API
Platform
- Client account access updates
- GDPR API enhancement
August 28, 2019
Contact center
- Dynamically referenced queue ID in Architect
Deprecations
- Social channel management deprecation removal
August 21, 2019
Contact center
- Set Wrapup Code action enhancement in Architect
Integrations
- Genesys Cloud Embeddable Framework for private deployment
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
July 31, 2019
Collaborate
- Import people enhancements
Contact center
- Introducing web chat flows in Architect
- Font change for Korean and Japanese language .pdf and .xls reports
Platform
- Release Notes in Genesys Cloud Admin UI
- Genesys Cloud Community Q&A show
Deprecations
- LinkedIn profile import deprecation and removal
July 24, 2019
Contact center
- Network connectivity alerts in interactions
- Language agnostic voicemail transfer in Architect
July 17, 2019
Communicate
- FCC USF contribution rate changes for Genesys Cloud Voice
Contact center
- Automatic time zone mapping overrides
July 10, 2019
Contact center
- New web chat widget
- Agent evaluation notifications in the inbox
Deprecations
- Social channel management deprecation postponement
July 3, 2019
Communicate
- Genesys Cloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
June 19, 2019
Contact center
- Introducing workforce management shift trading
- Dynamically referenced users in Architect
- Spam email handling
- BCC email address field for outbound ACD emails
June 5, 2019
Communicate
- Genesys Cloud Voice in Spain and Switzerland
Contact center
- Introducing Predictive Engagement
May 29, 2019
Platform
- Introducing Genesys Cloud SCIM
- Guest and agent chat APIs
Contact center
- Google Cloud third-party TTS engine integration
- Export data from IVR flow views
- Web chat deployment and documentation changes
Deprecations
- Internet Explorer 11 support for Genesys Cloud web app deprecation
May 22, 2019
Contact center
- IVR flow performance views
- IVR flow metrics in Analytics API
- Architect flow outcome functionality
- Architect menu move
- Workforce management short-term forecasting enhancement
Deprecations
- Classic agents performance views deprecation
- Agent dashboard deprecation
- Outbound campaign: Detailed attempt history report deprecation
May 8, 2019
Contact center
- New Connection column in performance views
May 1, 2019
Contact center
- Interactions panel view improvements
- Agent script window improvements
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
April 17, 2019
Communicate
- Genesys Cloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
April 10, 2019
Communicate
- Advanced microphone settings
Contact center
- Architect Transfer to voicemail enhancements
- Improved external contact search results for web chat
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
March 27, 2019
Contact center
- Introducing third-party TTS engine integrations
- Queue Activity Detail view improvements
- New columns and filters in analytics views
- Screen share improvement
March 20, 2019
Contact center
- Web-based surveys
- Filter interaction history
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
February 27, 2019
Contact center
- Workforce management intraday rescheduling
- Additional filters and metrics in interactions views
Deprecations
- Deprecation announcements
- TURN port range deprecation
February 20, 2019
Platform
- Introducing access control for select regions
Communicate
- Genesys Cloud Voice in Germany
Contact center
- Message delivery status notifications