Communicate

• Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

• Use Architect prompts in Google Dialogflow bots

Platform

• Virtual Desktop Infrastructure

Deprecations

• Journey Reporting Service decommission
• Genesys Cloud Ruby SDK deprecation

View details

Communicate

• WebRTC Media Helper for VDI environment

Contact center

• Introducing Architect common module flows
• Permission to activate and deactivate queue membership
• New custom actions and usability improvements for script designers
• Caller ID and caller name specification on Callback API
• Bring Your Own Technology (BYOT) billing changes

Deprecations

• Facebook Messenger HUMAN_AGENT message tag deprecation
• Predictive Engagement outcome limitation change
• Topics and programs audit events name change

View details

Contact center

• Introducing the Amazon Lex V2 integration with Architect flows
• Increased routing duration for bullseye and preferred agent methods
• Out-of-the-box topics for speech and text analytics
• Improved voice transcription accuracy for English language regions

View details

Contact center

• Introducing Architect flow outcome milestones
• View bot flow utterance history
• Enhancements to workforce management forecasts

Deprecations

• Incoming non-voice interaction alert ringtone change
• Reduced data retention period for journey history change

View details

Contact center

• Amazon Polly Neural TTS Voices support
• Returned results count from Analytics API endpoint Elasticsearch queries
• Spain Spanish, South African English, and Indian English programs, topics, and phrases support

View details

Communicate

• Search for external contacts and organizations on mobile devices

Contact center

• Topic manager and topic spotting support for queues and flows
• Configurable messaging threading timeline
• Export Architect flows in YAML format
• External contacts bulk APIs for notes and relationships
• Journey aggregate query API for non-offered action states

Deprecations

• CIDR IP address range for cloud media services change completed

View details

Contact center

• Increased maximum wait time in Architect email and message flows
• Operational bot reporting API
• External Contacts bulk API

Platform

• Full support for Microsoft Edge Chromium
• Genesys Cloud HTTP cookies

Deprecations

• CIDR IP address range for cloud media services change

View details

Contact center

• Content Search view for voice transcripts
• Search interactions for SIP signaling information for all regions
• Route voice interactions based on external contact information
• Record ACD agent consult calls
• Screen recording limit increase

View details

Contact center

• Introducing Architect Dialog Engine bot flows
• Introducing performance management and gamification
• Track agent attrition
• View historical data within workforce management best method forecasts
• Introducing historical data import for workforce management best method forecasting
• New Adobe Experience Platform Launch extension for Predictive Engagement

Deprecations

• CIDR IP address range for cloud media services change

View details

Platform

• Clone a user in an authorized organization enhancement

Communicate

• Identify assigned phone numbers

Contact center

• Enhancements to the workforce management rescheduling process
• Improved estimated wait time calculation
• Turn off evaluation form question group weights

Deprecations

• Replace call with voice in Sentiment Aggregates API change
• Analytics Conversation Detail Endpoint API maximum record per query change
• Limit journey and interaction history for external contacts and organizations to 30 days deprecation postponement
• Analytics User Detail Endpoint API query interval change postponement
• Analytics Conversation Detail Endpoint API query interval change postponement

View details

Communicate

• Force TURN additional IP addresses

Contact center

• Create Architect flows from YAML files
• Build custom PDF reports from Performance views

Deprecations

• Analytics User Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API maximum record per query change

View details

Communicate

• Port DID number management enhancement for Genesys Cloud Voice

Contact center

• View agent workforce management schedules on Android devices
• Google Dialogflow integration in Architect chat and messaging flows
• Digital flow support for Flow Performance views
• New filters for Flow Performance views
• Performance Dashboards enhancement

Deprecations

• TLS 1.1 protocol deprecation removal

View details

Contact center

• Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
• Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
• Genesys Dialog Engine pricing
• Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
• Last-used queue for outbound interactions

View details

Communicate

• DID and toll-free number management enhancements

Contact center

• External Calling dialing mode for outbound campaigns
• Reset Performance views to default settings
• Filter by multiple items in Performance views
• Filter by skills and languages in Skills Performance view
• Launch workflows from the Architect API
• Contact verification and interaction history enhancements for all regions

View details

Communicate

• TLS transport protocol for BYOC Cloud trunks
• Force TURN for WebRTC implementations
• Network capture for troubleshooting

Contact center

• Google Dialogflow environments for an Architect flow
• New Date Span options for Metric widgets in Performance Dashboards
• Supervisor actions in Agent Status widget in Performance Dashboards
• Contact verification and interaction history enhancements for additional selected regions

Deprecations

• Long polling for Genesys Cloud clients and network configurations deprecation removal
• Data sync connector deprecation update
• Web services data dip connector deprecation update

View details

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

View details

Contact center

• Introducing Nuance Text-to-Speech integration
• Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
• Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
• Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

• Screen recording, evaluations, and surveys permissions change postponement

View details

Contact center

• Customize external contacts and organizations
• Status timer for agents
• Upload and preview images with content offers in Predictive Engagement
• Get Journey Outcome action and Get Journey Segment by ID action in Architect

View details

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

View details

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

View details

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

View details

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

View details

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

View details

Contact center

• Blind transfer for voice interactions enhancement

Integrations

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

View details