Integrations


June 7, 2023

Collaborate

  • Support for MDM browser authentication for Collaborate for iOS

Contact center

  • Workforce management time-off requests user interface improvements
  • Improvements to playback screen recordings
  • Workforce management and HR Integration System (HRIS) integration
  • Modify the default whisper tone in Architect
  • Real-time alerting for waiting interactions
  • Introducing improved alerting

Integrations

  • Client information in the embedded clients interaction window

Deprecations and announcements

  • Journey customer service deprecation
[View details]

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export
  • Integrations

    • 8×8 integration
    [View details]

    April 26, 2023

    Contact Center

    • Generative AI to summarize agent digital interactions
    • New workforce management scheduling menu
    • Automatic language detection for digital interactions
    • Show or hide top searched articles in Support Center
    • Bulk changes to knowledge base question and answer articles
    • Copy an existing evaluation or web survey form
    • Customer Journeys tab in the Interactions View
    • Canned responses source code/HTML editor
    • Access to Queue Agent Details View by division membership

    Integrations

    • Introduction of OAuth 2.0 for custom SMTP integration

    Deprecations and announcements

    • Customer journey tab replacement
    [View details]

    April 19, 2023

    Platform

    • Single sign-on configuration enhancement

    Contact Center

    • Campaign performance views for agents
    • Progressive prompts in Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows
    • Add Max No Input task to Architect bot actions
    • Performance insights view
    • Filter by evaluation form name

    Integrations

    • Nuance Mix integration support in Australia
    [View details]

    March 29, 2023

    Communicate

    • Built-in Genesys Cloud WebRTC diagnostics application improvements

    Contact Center

    • External contacts Profile tab updates
    • Extended voice transcription services support for Dutch, German, Italian, Korean, Polish, Portuguese, Spanish, and additional English languages
    • Archive and unarchive learning modules

    Integrations

    • Automatic regionalization of endpoints for existing Google Cloud TTS and STT  integrations
    • Custom voices support for the Google Cloud Text-to-Speech integration

    Deprecations and announcements

    • Static data actions for web service data actions integration removal
    [View details]

    March 15, 2023

    Contact Center

    • Topic spotting improvement
    • Extend after call work (ACW) timeout settings to digital channels
    • Agent requested after call work (ACW) option
    • After call work (ACW) analytics for callbacks improvement
    • Genesys Cloud Dialog Engine Bot Flows and Genesys Digital Bot Flows Dutch support
    • Genesys natural language understanding (NLU) improvements

    Integrations

    • Genesys AppFoundry improvements

    Deprecations and announcements

    • Static data actions for web service data actions integration
    • Genesys Predictive Engagement on Genesys Engage hybrid solutions deprecation
    [View details]

    December 21, 2022

    Contact center

    • Co-browse for web messaging
    • Automatic email signatures in canned responses
    • Enhanced canned responses editor options
    • Rich media in knowledge base articles
    • Genesys Cloud native text-to-speech (TTS) French and Spanish support

    Integrations

    • Introducing the Google Cloud Speech-to-Text (STT) integration
    • Microsoft Teams integration enhancements

    Platform

    • Single sign-on configuration enhancements

    Deprecations and announcements

    • OS Family attribute in Predictive Engagement
    • Windows 7 support for the desktop app deprecation
    • Canned reports deprecation date updates
    • CIDR IP address range for cloud media services expansion postponement
    [View details]

    August 31, 2022

    Communicate

    • Genesys Cloud WebRTC diagnostics app improvements

    Contact center

    • Genesys Digital Bot Flows
    • SMS message delivery status
    • Reset agent personal bests in gamification
    • Genesys Dialog Engine Bot Flows support for Portuguese
    • Improved voice transcription accuracy for Dutch

    Integrations

    • Cross-region export option for AWS S3 recording bulk actions integration
    [View details]

    July 27, 2022

    Communicate

    • BYOC Cloud TLS X.509 certificate renewal

    Contact center

    • Genesys Dialog Engine Bot Flow Insights and Optimizations menu

    Integrations

    • Introducing Genesys Cloud for Microsoft Teams

    Platform

    • Windows 11 support for the desktop app
    [View details]

    July 6, 2022

    Contact center

    • Introducing contact center work teams
    • Predictive routing queue detail report
    • External metrics for performance scorecards
    • Topics and sentiment metrics consolidation
    • Amazon Lex integration in Canada (Central) AWS region

    Integrations

    • SMTP server integration email error notifications to agents
    [View details]

    June 8, 2022

    Contact center

    • Workforce management forecast modification limit increase

    Integrations

    • Google Cloud Dialogflow CX Resell available in AppFoundry

    Platform

    • Optionally disable built-in application authorizations
    [View details]

    June 1, 2022

    Contact center

    • Korean programs, topics, and phrases support

    Integrations

    • Use trigger endpoint with Google Cloud Function data actions
    [View details]

    May 11, 2022

    Communicate

    • Introducing hybrid telephony connections

    Contact center

    • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
    • Recycle a digital campaign
    • Enhanced customer journey view for Predictive Engagement administrators
    • Shrinkage Reporting API for workforce management
    • Ability to provide feedback to sentiment analysis in French dialects
    • Dutch programs, topics, and phrases support

    Integrations

    • Amazon EventBridge topic for wrap-up codes
    • Amazon EventBridge topics for external contacts and after call work events

    Platform

    • Updated icons in the Genesys Cloud UI
    [View details]

    May 4, 2022

    Contact center

    • Workforce management agent schedule enhancements
    • Expanded inbound MMS support for SMS messages
    • Outbound MMS support for SMS messages
    • DNC.com integration for Do Not Contact lists enhancements
    • Performance report for queues with predictive routing
    • Ability to remove PII from voicemail and fax notifications

    Integrations

    • Amazon EventBridge topics for conversation and flow metrics

    Platform

    • API usage report
    • CX as Code support for Architect flows
    • Genesys Cloud fair use policy documentation improvement

    Deprecations

    • Deprecation of workforce management time-off requests for non-consecutive days
    [View details]

    March 9, 2022

    Contact center

    • Introducing Architect built-in voicemail flow
    • Flow milestone views and flow outcomes and performance view updates
    • Scheduled Callbacks view improvements
    • Expanded workforce management audit log details
    • View the creation date and time of a schedule or forecast
    • Inspirational quotes replacement

    Integrations

    • Maximum instances per organization for Amazon EventBridge integration

    Deprecations

    • Horizontal script panel in agent interaction UI removal
    • Workforce management adherence permission change
    [View details]

    January 26, 2022

    Collaborate

    • Collaborate chat improvement

    Communicate

    • Customize caller ID information with prioritized caller selection

    Contact center

    • Create workforce management schedules without a forecast
    • Workforce management schedule validation error severity enhancement
    • Simplified recording and quality policy configuration
    • Evaluation summary in agent activity view

    Integrations

    • Automatic log out of single sign-on provider
    [View details]

    January 19, 2022

    Contact center

    • Redesigned roster in agent interaction UI
    • Performance views for Predictive Engagement action maps, segments, and outcomes
    • Set skills and interaction priority in Architect in-queue flows
    • Audit log viewer for workforce management time-off requests and shift trades

    Integrations

    • Delete data actions support

    Deprecations

    • Architect Get Journey Sessions by Customer action removal
    [View details]

    December 22, 2021

    Communicate

    • EMEA numbers available for Genesys Cloud Voice US and Canada

    Integrations

    • Introducing the Amazon EventBridge integration
    • Introducing the Nuance Mix integration for voice and digital flows

    Deprecations

    • Agent interaction UI collapse/expand control removal
    • Horizontal script panel in agent interaction UI removal
    • Workforce management historical data import service JSON format endpoint deprecation
    [View details]

    December 15, 2021

    Communicate

    • Telephony terminology changes

    Contact center

    • Send custom attributes with web messages
    • Agentless Notification API enhancement for SMS and open messaging
    • Analytics Detail Events for the EventBridge integration
    • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

    Integrations

    • Salesforce Omni-Channel chat routing in Genesys Cloud

    Platform

    • CX as Code
    [View details]

    November 10, 2021

    Contact center

    • Bot Performance views
    • Routing detail columns in Performance views
    • Open messaging API enhancements

    Integrations

    • Add non-E.164 number to Other Phone field for collaboration integrations

    Deprecations

    • Recording Service API metadata endpoint annotation deprecation
    [View details]

    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]

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