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Integrations
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
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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
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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
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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
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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
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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
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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
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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
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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
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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
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Contact center
- Workforce management forecast modification limit increase
Integrations
- Google Cloud Dialogflow CX Resell available in AppFoundry
Platform
- Optionally disable built-in application authorizations
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Contact center
- Korean programs, topics, and phrases support
Integrations
- Use trigger endpoint with Google Cloud Function data actions
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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
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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
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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
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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
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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
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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
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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
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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
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Contact center
Integrations
- SSE-KMS support for AWS S3 recording bulk actions integration
Platform
- Disable Directory navigation
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Collaborate
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
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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
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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
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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]
