ACD

Communicate

• Message Waiting Indicator improvements

Contact Center

• Improved voice transcription accuracy for English language regions
• Gamification metrics creation workflow improvements
• Enhance predictive routing accuracy with participant data
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

• Support for JSON format output in trigger notifications
• Trigger creation support for user activity topic

Deprecations and announcements

• JourneyCustomer cookie ID from GDPR API subjects response deprecation
• LiveNow permission change

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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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Collaborate

• Set time to return to previous status after users disconnect and reconnect

Communicate

• US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

• Introducing Genesys Cloud Background Assistant for screen recording with the web app
• Introducing regional storage for call recordings
• SSML support in Genesys Dialog Engine Bot Flows
• New Search endpoint
• New variables and improvements for scripts
• Improved do not contact (DNC) list functionality to support custom values
• Communicate call classification update

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Collaborate

• Genesys Cloud video chat setting improvements

Communicate

• Introducing BYOC Premises Customer Hardware Solution
• Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

• Topic trends summary and detail views
• Agent ACD skills and language proficiency routing improvement
• Improved default program list in speech and text analytics settings
• Japanese voice transcription support

Deprecations

• Website visitor count API change

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Communicate

• Call history enhancements to mobile devices

Contact center

• Introducing web messaging
• Introducing Genesys Bot Connector
• Expiration date for DNC lists
• Improved accessibility for ACD voice interactions

Platform

• Developer Blueprints for custom integrations

Deprecations

• Quality Management Audit API change
• Journey Reporting Service decommission

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Contact center

• Multi-monitor screen recording
• Manually assign waiting interactions to agents using APIs
• Evaluation form question group weight changes

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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

• Introducing Architect workflows and Architect flow actions for Predictive Engagement
• Salesforce lead creation and campaign association with Predictive Engagement
• Add digital channels to subscriptions
• Reset an agent’s routing score after presence changes
• Scheduled Callbacks view permissions change

Deprecations

• ACD routing permissions change

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Contact center

• Log an agent out of Genesys Cloud from agent views
• Disassociate an agent from a station
• Web chat widget support for accessibility
• Use * and # as terminating characters in Architect call flows
• New fonts and font sizes in ACD email

Platform

• Disable Collaborate chat
• Premium application purchase enhancements

Deprecations

• TLS 1.0 protocol deprecation removal
• ACD routing permissions change postponement

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Contact center

• Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

• Go SDK

Deprecations

• ACD routing permissions change postponement
• WFM forecasting After Call Work and Average Talk Time deprecation postponement

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Contact center

• Performance dashboards improvements
• Performance dashboards public option
• Filter for users by group in agents summary views
• Export view selected columns and order
• Configure utilization settings per agent or by organization

Deprecations

• Contact center view in Performance menu deprecation

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Contact center

• Short code support for SMS messages

Platform

• New monitoring metric in Analytics API

Deprecations

• ACD routing permissions change
• WFM forecasting After Call Work and Average Talk Time deprecation
• TLS 1.0 protocol for data actions deprecation
• iOS Supervisor chat deprecation removal

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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

• ACD messaging channel conversation rate decrease

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Contact center

• Outbound SMS on behalf of a queue
• External contact search for messaging channels
• Change agent’s status in Queues Activity Detail view
• View export for Agents Queues Detail view

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Contact center

• Inbound messaging channel routing for Facebook Messenger, Twitter Direct Message, and LINE Messaging
• Workforce management agent scheduling enhancements
• Run Now option on reports page

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Communicate

• Introducing BYOC (Bring Your Own Carrier)

Contact center

• Collapse and expand actions in Architect
• Transfer calls to queue permission
• Omnichannel interaction history for external contacts licensing

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Integrations

• ACD voicemail enhancement in Genesys Cloud for Salesforce
• ACD voicemail enhancement in Genesys Cloud for Zendesk
• ACD voicemail enhancement in Genesys Cloud for Chrome

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Communicate

• User to User Information (UUI) support
• Phone provisioning from the cloud

Contact center

• Web chat schedules
• Enhanced support for external contacts in interactions
• Maximum shift start time variance

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Contact center

• ACD voicemail routing
• Co-browse for voice interactions
• Queues Activity views enhancements
• Callback filter in contact center dashboards and views
• Contact Property call rule condition enhancement

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Platform

• Admin UI relaunch

Contact center

• ACD support for chats in client integrations
• Genesys Cloud for Salesforce and Omni-Channel status sync
• ACD routing of third-party chat and email interactions
• Queues Performance summary and detail views
• IVR prompt support for ordinal numbers
• Italian language support in Architect

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Communicate

• Web-based phone call controls in third-party applications
• Web-based phone volume settings

Contact center

• Email routing to an organization’s domain
• Architect audio debugging
• Inline images in emails
• Agent Metrics and Agent Metrics Export reports

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Collaborate

• Personal group favorites

Communicate

• Ability to rename inbox recordings

Contact center

• Dialpad for agent interactions

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Platform

• Developer Forum
• Developer Center code samples and tutorials for API calls
• SDKs for JavaScript, Python, Ruby, and C#

Communicate

• Bulk import for phone configurations

Contact center

• Permissions for Dashboard, Queues, and Agents views
• Support for HTML formatting in responses and ACD emails
• Secure pause button
• Dutch and European Spanish language support in Architect
• Third-party call list cleansing service
• No-answer timeout campaign setting
• Real-time schedule adherence
• Maximum number of agents per management unit

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