Integrations


September 20, 2017

Contact center

  • Secure call flows in Architect
  • Architect Exit and Next Loop actions for all call flow types
  • Automatic email responses
  • Substitutions for canned responses
  • Bulk addition of queues to agents
  • Callbacks in reports and alerts
  • Workforce management schedule administration enhancements
  • Workforce management export enhancements

Integrations

  • Custom client applications integration
  • Web services data actions integration
[View details]

August 9, 2017

Contact center

  • Data actions in agent scripts

Integrations

  • Routing Salesforce emails through Genesys Cloud for Salesforce
[View details]

June 28, 2017

Contact center

  • Screen share for voice interactions
  • Call Data Action for call flows in Architect

Integrations

  • Call data actions for Salesforce data actions
[View details]

June 7, 2017

Collaborate

  • Secure relationships with authorized organizations

Contact center

  • Customer typing indicator in chat interactions
  • Evaluation form question branching
  • Disable unattended reports

Integrations

  • Voci V-Spark transcription and speech analytics integration
[View details]

May 10, 2017

Contact center

  • Co-browse with chat interactions
  • Outbound Campaign: Detailed Attempt History report
  • Chinese and Dutch language support in Architect
  • Call Data Action for email flows in Architect

Integrations

  • Salesforce data actions
[View details]

April 12, 2017

Platform

  • APIs for Architect features

Collaborate

  • Select download location in Windows desktop app

Communicate

  • Custom dashboard to monitor real-time telephony performance
  • Track Edge operational states

Contact center

  • French language support in Architect
  • Recording download permission
  • Web-based phone settings in Interactions panel

Integrations

  • SSO support for Google G Suite
[View details]

April 5, 2017

Platform

  • AWS Direct Connect support

Collaborate

  • Voicemail access directly from email notifications
  • Out of Office status date range

Communicate

  • Edge and Media Tier release notes

Contact center

  • Intraday monitoring view

Integrations

  • Email interactions support for Genesys Cloud for Salesforce
  • Email interactions support for Genesys Cloud for Zendesk
  • Email interactions support for Genesys Cloud for Chrome
[View details]

March 29, 2017

Contact center

  • External Contacts
  • Advanced email routing in Architect

Integrations

  • Salesforce External Contact Sync integration
[View details]

March 22, 2017

Platform

  • HIPAA and PCI compliance status in organization settings
  • Chat attachment support for HIPAA-compliant organizations

Collaborate

  • Simplified user management

Integrations

  • SSO support for Ping Identity
[View details]

February 8, 2017

Collaborate

  • Loading of chat history

Contact center

  • Outbound email on behalf of a queue

Integrations

  • Genesys Cloud for CIC co-browse feature
[View details]

January 18, 2017

Platform

  • Admin UI
  • Genesys Cloud community

Communicate

  • Order management for number ports

Contact center

  • Permissions required to manage and assign roles

Integrations

  • Genesys Cloud for Chrome
[View details]

November 9, 2016

Integrations

  • Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk
[View details]

November 2, 2016

Integrations

  • Genesys Cloud for Salesforce support for Lightning Experience
[View details]

October 19, 2016

Collaborate

  • Chat search command

Communicate

  • Dialpad DTMF support

Contact center

  • Queue Activity detail view filters

Integrations

  • SSO support for Microsoft Azure Active Directory Premium edition
[View details]

September 19, 2016

Communicate

  • Genesys Cloud web-based (WebRTC) phone

Integrations

  • Web-based phone support for Genesys Cloud for Salesforce
  • Web-based phone support for Genesys Cloud for Zendesk
[View details]

August 12, 2016

Collaborate

  • Updated user profile layout
  • New location for group chat notification

Integrations

  • Outbound dialing and script support in Genesys Cloud for Salesforce
  • Outbound dialing and script support in Genesys Cloud for Zendesk
[View details]

August 10, 2016

Contact center

  • Inbox support for time off requests
  • Policy-based recording of email interactions
  • Option to override default retention behavior for recording policies in conflict

Integrations

  • Genesys Cloud for CIC
  • Custom actions for web services data dip connector
[View details]

August 3, 2016

Integrations

  • Microsoft ADFS added as a single sign-on provider
[View details]

June 15, 2016

Contact center

  • Time off requests

Integrations

  • Microsoft Dynamics CRM data dip connector
[View details]

June 1, 2016

Collaborate

  • New user statuses
  • Increased chat room participant limits

Contact center

  • Configurable alerts for interaction statistics

Integrations

  • Genesys Cloud for Salesforce Console API logout event
[View details]

May 25, 2016

Collaborate

  • Thumbnail image support for additional document types

Communicate

  • Model-specific metabases for Polycom and AudioCodes phones

Contact center

  • Brazilian-Portuguese language support
  • Chat and email metrics added to queue reports

Integrations

  • Verint WFM historical and Verint WFM RTA
[View details]

May 18, 2016

Platform

  • Changes to default password requirements

Communicate

  • Telephony trunk configuration enhancements
  • Change to trunk number format
  • Additional AudioCodes support

Integrations

  • Genesys Cloud for Salesforce enhancements
  • Genesys Cloud for Zendesk enhancements
  • Bridge Server enhancements
[View details]

April 27, 2016

Contact center

  • Social Channel Managment
  • Outbound dialing enhancements
[View details]

April 13, 2016

Platform

  • Public API version 2.0

Integrations

  • Bridge Server enhancements
[View details]

March 30, 2016

Collaborate

  • Delete files from chat
  • Add custom and structured attributes to documents

Contact center

  • Transfer to voicemail added to Architect
  • Load-based schedule generation
  • Short-term forecasting
  • Campaign rules for outbound dialing

Integrations

  • Genesys Cloud for Salesforce enhancements
  • Genesys Cloud for Zendesk enhancements
[View details]