Contact center
March 21, 2018
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 PureCloud for Salesforce
March 7, 2018
Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
February 21, 2018
Contact center
- Apply a different time zone to workforce management views
February 14, 2018
Platform
- Introducing the AppFoundry
Communicate
- PureCloud Voice in the United Kingdom
Contact center
- Easier media type filtering in Interaction Details report spreadsheets
January 31, 2018
Contact center
- Screen recording for PureCloud desktop app
- Choose reply email addresses
- Create email rules
January 24, 2018
Contact center
- Architect home page and UI enhancements
- Send button for web chat
January 17, 2018
Platform
- Genesys response to Meltdown and Spectre vulnerability
Contact center
- Import and export scripts between organizations
- Swedish and Danish IVR prompt support in Architect
January 10, 2018
Contact center
- Web chat reconnect
December 20, 2017
Communicate
- User to User Information (UUI) support
- Phone provisioning from the cloud
Contact center
- Web chat schedules
- Enhanced support for external contacts in interactions
- Maximum shift start time variance
December 13, 2017
Platform
- Sample of enhanced PureCloud invoice
Communicate
- Persistent connection for WebRTC phones
Contact center
- Queues performance summary row
- Configure failed transfer audio within transfer actions
Integrations
- Credential types and authentication flows for web services data actions integration
December 6, 2017
Contact center
- Undo or redo unsaved schedule changes
- Log in and log out times in Agent Activity Summary reports
November 29, 2017
Contact center
- Dialing group and site configuration campaign options
November 22, 2017
Contact center
- Variable initial values in Architect
November 15, 2017
Platform
- PureCloud invoice enhancements
Contact center
- Alert notifications deleted after 30 days
Integrations
- Zendesk data actions integration
November 8, 2017
Contact center
- Improved support for external contacts in email interactions
Integrations
- Screen share and co-browse support for PureCloud for Salesforce
- Screen share and co-browse support for PureCloud for Zendesk
- Screen share and co-browse support for PureCloud for Chrome
October 25, 2017
Contact center
- Architect bypass audio sequence support for call flows
- Workforce management short-term forecasting enhancements
- Workforce management supported media types
Integrations
- Microsoft Dynamics 365 data actions integration
- Support for Active Directory Connector custom attributes
October 18, 2017
Platform
- Free seating organization setting
Communicate
- USB-based Edge pairing
- Support for China-specific encryption certificates in Edge pairing process
Contact center
- Enhanced user selection in report editor
- Interactions view enhancements
Integrations
- PureCloud data actions integration
October 11, 2017
Platform
- PCI DSS Level 1 compliance for Secure IVR
- Improved view of subscription, billing, and usage information
Contact center
- Scripts with email
October 4, 2017
Platform
- Resource Center faceted navigation search
Communicate
- Improved Edge clock synchronization
Contact center
- Route emails based on external contact information
September 27, 2017
Platform
- Notifications API topic and open source project for WFM RTA integrations
Contact center
- Architect Call.CurrentQueue built-in variable for in-queue call flows
- Global outbound campaign call settings
Integrations
- Store chat transcripts in Salesforce activity records
September 20, 2017
Contact center
- Secure call flows in Architect
- Architect Exit and Next Loop actions for all call flow types
- Automatic email responses
- Substitutions for canned responses
- Bulk addition of queues to agents
- Callbacks in reports and alerts
- Workforce management schedule administration enhancements
- Workforce management export enhancements
Integrations
- Custom client applications integration
- Web services data actions integration
September 13, 2017
Platform
- Client management for partners and resellers
Communicate
- Edge and Media Tier release notes email subscription
Contact center
- Schedule options for inbound email flows
September 6, 2017
Contact center
- ACD voicemail routing
- Co-browse for voice interactions
- Queues Activity views enhancements
- Callback filter in contact center dashboards and views
- Contact Property call rule condition enhancement
August 30, 2017
Platform
- Help panel enhancement
- Callback metrics in the Analytics API
Contact center
- Scripts with web chat
- Queues Performance view export
August 23, 2017
Contact center
- Extended select statement for Architect