Genesys Cloud - Self service and automation category

Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Authenticated messaging enabled for Mobile Messenger
• View Mobile Journey Tracking for enhanced agent insights
• Web messaging Hungarian, Ukrainian, and Vietnamese support

Account management

• Audit Viewer granular detail of role changes

Customer Engagement

• Additional speech-to-text (STT) options for Architect bot flows

Employee productivity

• Preview active emails in queue and parked emails
• Collaborate chat hyperlink ability

Open platform

• Outbound campaign management support in CX Cloud from Genesys and Salesforce

Self service and automation

• Capture slot values via LLMs with Genesys Virtual Agent
• Generative knowledge article answers with Genesys Virtual Agent

Workforce engagement

• Workforce management activity smoothing and schedule variability

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Agent Copilot summarization model improvement
• Introducing Architect workitem flows for enhanced work automation
• Expanded customer identification with non-E.164 numbers

Data, analytics, and reporting

• Enhanced interaction visibility in agent status widget
• Sentiment and agent empathy analysis for Swiss German language

Open platform

• Additional conversation events for the Operational Console

Self Service & Automation

• Agent Copilot extended support for Dutch, French, German, Japanese, Portuguese, and Spanish languages

Self service and automation

• Architect toolbox search option

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Active callback columns for performance views

Account management

• Simplified customer firewall requirements

Data, analytics, and reporting

• Notification API voice transcription number normalcy for Portuguese and Spanish languages

Employee productivity

• Agent Copilot support for Dutch, French, German, Japanese, and Spanish languages
• Multi contextual panels

Self service and automation

• Introducing Genesys Cloud Virtual Agent
• Drag and drop in Architect builders
• Content based search for knowledge articles

Workforce engagement

• Workforce management read-only continuous forecasting
• Configurable time-to-live (TTL) for auto-generated recording URLs

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Voice surveys after customer interactions

Data, analytics, and reporting

• Journey flows tab in Architect for outbound call, inbound email and message flows

Open platform

• Access public IP ranges for third-party BYOT (Bring Your Own Technology) integrations

Self service and automation

• Disable automatic hinting in Architect bot flows

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Metrics for improved workitem volume forecasting
• IMAP integration for inbound email

Account management

• Improved Genesys Cloud storage cost calculator

Data, analytics, and reporting

• Content Search lookback for words and phrases extended to 60 days
• Flow insights overlay for flow performance analysis

Employee productivity

• Disable WebRTC audio and alert notifications in the embedded client
• Preferred device profiles
• Improved summarization readability and efficiency for agents

Open platform

• Guided setup experience for CX Cloud installation

Self service and automation

• Architect Get Participant Data and Set Participant Data in voice and digital bot flows

Workforce engagement

• Enhanced agent and supervisor activity overview screen
• Workforce management notifications for process automation triggers
• Workforce management Business Unit/Management Unit and Time Zone placement in views

Deprecations

• Deprecation: Nuance Recognizer as a Service, Nuance TTS, and Nuance Mix Dialog Bot
• Deprecation: Google Agent Assist for Genesys Cloud

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Notification topic for outbound message delivery failures
• Customer-first callback option
• Step-up authentication during web messaging sessions

Account management

• Genesys Cloud Unified License for Virtual Network Operators for India region

Data, analytics, and reporting

• Sensitive data masking Dutch, German, Swiss German, Portuguese, and Spanish support

Employee productivity

• Poly/HP Edge E Series managed phones available in Genesys Cloud

Self service and automation

• Resize images and tables in knowledge workbench articles

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Customer engagement

• 2024 Genesys CIDR expansion and firewall requirements notification
• Messenger session persistence
• Mobile Messenger SDK for iOS and Android

Data, analytics, and reporting

• Enhanced queue activation panel with search and pagination in agent detail views
• Extended voice transcription services support for Hindi

Self service and automation

• Knowledge workbench connectors for Salesforce and ServiceNow
• Agent Copilot AI-generated answers from manual search

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Account management

• Counted limits monitoring and alerts
• WebRTC Media Helper enabled by default with allowed IP addresses feature
• Custom inbound data filtering rules for digital channels

Customer engagement

• Prerequisites in expandable section of Resource Center articles
• Park email interactions

Data, analytics, and reporting

• Dashboard Owners page
• Increase quality management topic limit to 5000 on request
• Journey management with Funnel analysis

Open platform

• Enhanced security with HIPAA compliant inactivity timeout

Self service and automation

• Genesys Cloud voice controlled attestation for outbound calls

Workforce engagement

• Screen recording playback UI modernization
• Improved customer sentiment and agent empathy analysis for English dialects

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Data, analytics, and reporting

• Genesys Agent Copilot Dutch, French, German, Portuguese, Japanese, and Spanish language support

Customer engagement

• Skills-based dialing in power and predictive outbound campaigns
• Work Automation performance views enhancements
• Granular campaign control permissions
• Interaction routing based on predictive scores

Self service and automation

• Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation
• Flexible text-to-speech (TTS) engine selection in Architect flows

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Account management

• Hourly interacting users billing option

Customer engagement

• Highlight markdown support in web messaging
• Outbound open messaging on behalf of a queue

Data, analytics, and reporting

• Improved native voice transcription accuracy for Portuguese
• Introducing digital performance monitoring views

Employee productivity

• Genesys Agent Assist available for Japanese language

Self service and automation

• Select multiple segments in knowledge article variations
• Genesys knowledge workbench and knowledge portal support for Hindi, Hungarian, Thai, Ukrainian, and Vietnamese
• Introducing Architect Replay Mode
• Advanced Architect execution data capabilities for all flows

Workforce engagement

• Improved navigation between published schedules in the workforce management schedule editor
• Genesys Cloud Workforce Management work plan bidding

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Customer engagement

• Limit agent actions during co-browse sessions

Data, analytics, and reporting

• Improvements to Customer Sentiment and Agent Empathy Analysis for Portuguese Dialects (pt-PT and pt-BR) and Spanish dialects (es-ES and es-US)
• Enhanced multi-channel queue stats for CX Cloud from Genesys and Salesforce

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows German Switzerland language support
• Architect supported languages user interface enhancements
• Collapsible card interface in Architect actions

Workforce engagement

• Improved native voice transcription accuracy for Dutch

Deprecations

• Deprecation postponement: Legacy alerting system

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Data, analytics, and reporting

• View speech and text analytics data for a year at a time

Customer engagement

• Granular control for clearing or signing out of web visit or journey sessions

Self service and automation

• HELD (HTTP Enabled Location Delivery) for E911 Location Information

Workforce engagement

• Interaction recording download tracking in audit trail

Deprecations

• Deprecation: Open messaging inbound endpoint

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Customer engagement

• SMS UK long code purchase requirement
• Expanded campaign rule actions for enhanced automation
• Enhanced dynamic filtering for real-time adjustments in campaigns
• Reconnect and reply to closed email
• Automatically save wrap-up codes for improved call handling

Data, analytics, and reporting

• Enhanced dictionary management

Employee productivity

• Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese
• Enhanced privacy controls for ad hoc recordings

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Workforce engagement

• Enhanced employee recognition for improved engagement

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