Integrations


July 21, 2021

Contact center

  • Introducing intent miner

Integrations

  • SSE-KMS support for AWS S3 recording bulk actions integration

Platform

  • Disable Directory navigation
[View details]

July 14, 2021

Collaborate

  • Video chat enhancements

Contact center

  • Introducing open messaging
  • Gamification leaderboard scope and reporting intervals customization
  • Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

  • Introducing the Zoom Meetings integration
  • Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

  • Collaborate call functionality on mobile devices deprecation
  • Journey JavaScript SDK specific mappable customer traits deprecation postponement
[View details]

April 21, 2021

Contact center

  • Introducing development and feedback modules for agents
  • Gamification start date selection
  • Transcripts Aggregate API for detected topics
  • Transcript search API enhancements

Integrations

  • Multiple certificates for single sign-on providers

Deprecations

  • Predictive Engagement outcome limitation change
  • CIDR IP address range for cloud media services change
[View details]

March 31, 2021

Communicate

  • Custom SIP response code for maximum call setting in trunk configurations

Contact center

  • New queue configuration tabs
  • Manually assign waiting interactions in a queue

Integrations

  • Okta for Genesys Cloud SCIM

Deprecations

  • Coaching permissions change
  • CIDR IP address range for cloud media service change
[View details]

February 10, 2021

Communicate

  • BYOC Cloud custom SIP headers for improved carrier interoperability
  • Extended maintenance window for cloud-based Edge updates

Contact center

  • Introducing programs, topics, and phrases for speech and text analytics
  • US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
  • Coaching appointment scheduling with workforce management
  • Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

  • Introducing the Zoom Phone integration

Deprecations

  • Replace call with voice in Sentiment Aggregates API change
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

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
[View details]

January 22, 2020

Contact center

  • Blind transfer for voice interactions enhancement

Integrations

  • Google Dialogflow voice integration for inbound call, in-queue, and outbound flows
[View details]

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
[View details]

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
[View details]

August 21, 2019

Contact center

  • Set Wrapup Code action enhancement in Architect

Integrations

  • Genesys Cloud Embeddable Framework for private deployment
[View details]

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
[View details]

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
[View details]

October 3, 2018

Contact center

  • Export data from skills performance views

Integrations

  • AWS Lambda data actions integration
[View details]

August 15, 2018

Platform

  • GDPR compliance update

Contact center

  • Architect flow authoring enhancements

Integrations

  • Genesys Cloud for Firefox extension
[View details]

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
[View details]

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
[View details]

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