Contact center

• Introducing intent miner

Integrations

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

Platform

• Disable Directory navigation

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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Contact center

• Blind transfer for voice interactions enhancement

Integrations

• Google Dialogflow voice integration for inbound call, in-queue, and outbound flows

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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

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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

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Contact center

• Set Wrapup Code action enhancement in Architect

Integrations

• Genesys Cloud Embeddable Framework for private deployment

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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

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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

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Contact center

• Export data from skills performance views

Integrations

• AWS Lambda data actions integration

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Platform

• GDPR compliance update

Contact center

• Architect flow authoring enhancements

Integrations

• Genesys Cloud for Firefox extension

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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

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