Integrations
October 14, 2020
Communicate
- Configure beep tones for line recording
Contact center
- Email Performance view reports
- Analytics Aggregates Endpoint API for sentiment analysis
Integrations
- Introducing the Microsoft Teams integration
Platform
- Disable Collaborate video
Deprecations
- Limit interaction history for external contacts and organizations to 30 days deprecation
- Default word confidence change in speech and text analytics settings
October 7, 2020
Contact center
- Workforce management planning group improvements
- View agent development activities using APIs
Integrations
- Interaction widgets for client application integrations
Deprecations
- Screen recording policy changes for Genesys Cloud 2 users
September 23, 2020
Contact center
- Introducing sentiment analysis
- Enhanced player on interaction detail page
- Richer customer journey context for agents
- Business hours scheduling for Predictive Engagement web chats
- Change history log for Predictive Engagement
- Configurable default prompts in Genesys Dialog Engine
Integrations
- IP addresses for emails sent using the custom SMTP server integration
Deprecations
- Export Media Types and Role real-time columns data into .csv files deprecation
August 26, 2020
Contact center
- UK English and Australian English voice transcription support
- View an agent’s secondary status in select views
- Contact list filters for messaging campaigns
- Export skill and language group queue metrics in Queues Performance Detail view
Integrations
- Introducing Genesys Cloud for Salesforce SDK
Platform
- The Resource Center has a new name
August 5, 2020
Contact center
- Limit on number of exported entities in aggregate Performance views
Integrations
- Introducing Google data actions integration
Platform
- View organization configuration changes with audit log viewer
July 8, 2020
Contact center
- ACD email message threading limit change
- Contact verification and interaction history enhancements for additional selected regions
Integrations
- Single sign-on integration enhancement
Platform
- Journey JavaScript SDK enhancement for refined tracking and segmentation
June 24, 2020
Contact center
- Contact verification and interaction history enhancements for selected regions
- Add Workforce Engagement Management to subscriptions
- Template messages for agents using WhatsApp
- Increased limit for Agent Performance views filters
- Digital flow outcome functionality in Architect and Analytics API
- Assign Google Dialogflow bot events for non-responsive callers
- Barge-in functionality for Google Dialogflow enabled by default
Integrations
- Introducing Adobe data actions integration
- Introducing Adobe Experience Platform integration for profile lookup
Deprecations
- Screen recording, evaluations, and surveys permissions change
April 29, 2020
Platform
- New AWS region deployments
- Refresh tokens for secure authentication
Communicate
- Genesys Cloud Voice availability for new AWS region
- BYOC Cloud availability for new AWS regions
Contact center
- Introducing improved workforce management features for selected regions
- Improved ACD messaging for Facebook Messenger
- Inbound MMS support for SMS messages
- Interrupt a Google Dialogflow agent in an Architect flow
Integrations
- SMTP server integration for outbound emails
Deprecations
- WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
- Contact center dashboard in Performance Overview menu deprecation removal
February 12, 2020
Contact center
- Agentless SMS notifications
- SMS number purchase for countries that require supporting documentation
- Exclude IP addresses in Predictive Engagement web tracking
- New wrap-up code columns in agent interactions views
- Interactions views improvement
- Export view custom participant attributes
- Export view data locale setting
Integrations
- Azure Active Directory for Genesys Cloud SCIM
- Generic single sign-on provider
February 5, 2020
Communicate
- New Genesys and Polycom supported phones and firmware
Contact center
- Data tables enhancements
Integrations
- AWS S3 recording bulk actions integration
- OneLogin for Genesys Cloud SCIM
Platform
- Bulk export recordings in Recordings API
January 22, 2020
Contact center
- Blind transfer for voice interactions enhancement
Integrations
- Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
November 6, 2019
Contact center
- Chat flow and chatbot support for web chat widget and Predictive Engagement
- Allowed domains for web chat
- Dynamically reference groups in Architect
- Dynamically reference user by email in Architect
- Export time value format option
- Add or copy activities to agent schedules
- Email inline images
- Email forwarding
Integrations
- IP addresses for outbound data action traffic
October 30, 2019
Communicate
- Genesys Cloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for Genesys Cloud
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
January 23, 2019
Contact center
- MOS scores for voice interactions
- Send Response action in Architect message flows
- Genesys Cloud scheduling enhancements
- Dutch TTS and ASR language support
- Image component enhancement for scripts
Integrations
- Amazon Lex integration for inbound message flows
October 3, 2018
Contact center
- Export data from skills performance views
Integrations
- AWS Lambda data actions integration
August 15, 2018
Platform
- GDPR compliance update
Contact center
- Architect flow authoring enhancements
Integrations
- Genesys Cloud for Firefox extension
August 1, 2018
Platform
- Genesys Cloud Embeddable Framework API
Contact center
- Japanese TTS and ASR language support
- Language string variable name in Architect
- View past reports in report history
Integrations
- Introducing the Amazon Lex integration
- Genesys Cloud for Chrome extension
July 11, 2018
Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
April 18, 2018
Communicate
- Genesys Cloud Voice in Ireland
Contact center
- Finnish IVR support in Architect
Integrations
- Import and export data actions for integrations
April 4, 2018
Integrations
- ACD voicemail enhancement in Genesys Cloud for Salesforce
- ACD voicemail enhancement in Genesys Cloud for Zendesk
- ACD voicemail enhancement in Genesys Cloud for Chrome
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 Genesys Cloud for Salesforce
March 14, 2018
Platform
- AppFoundry support for PureConnect and PureEngage apps
Integrations
- SMS interaction support in Genesys Cloud for Salesforce
- SMS interaction support in Genesys Cloud for Chrome
- SMS interaction support in Genesys Cloud for Zendesk
December 13, 2017
Platform
- Sample of enhanced Genesys Cloud 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