Genesys Cloud - Genesys Cloud category
Collaborate
- Delete files from chat
- Add custom and structured attributes to documents
Contact center
- Transfer to voicemail added to Architect
- Load-based schedule generation
- Short-term forecasting
- Campaign rules for outbound dialing
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
Contact center
- Response management
- Email routing
- French and German IVR prompt files and runtime playback support in Architect
Integrations
- Genesys Cloud for Salesforce enhancements
- Genesys Cloud for Zendesk enhancements
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
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
Collaborate
- Bulk role assignment tool
Integrations
- Multi-region support for Genesys Cloud for Salesforce
- Multi-region support for Genesys Cloud for Zendesk
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
Collaborate
- New Activity indicators
- Improved “Out of Office” functionality
Integrations
- Initial release of Genesys Cloud for Zendesk
Collaborate
- Location enhancements
Communicate
- Emergency services configuration enhancements
Contact center
- New Predictive and Power modes for Dialer
Platform
- Desktop client now opens all popups
- Genesys Cloud resources as a new app window instead of a new browser window
Communicate
- Ability to download user recordings
- Locate previously sent faxes by phone number
Integrations
- Improvements to Genesys Cloud for Salesforce
- Improvements to Salesforce Object Routing Connector
- Improved styling on several Webhooks widgets
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
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