bots
September 30, 2020
Communicate
- Geo-Lookup TURN for WebRTC implementations
Contact center
- Download individual non-voice interaction recordings
- View agent workforce management schedules on iOS devices
- Sync workforce management schedules to external calendars with QR codes
- Pass data between Genesys Cloud and Google Dialogflow
- Long code support for outbound SMS campaigns
- Save and dial non-E.164 numbers for external contacts
Platform
- Desktop applications have a new name
Deprecations
- Genesys Cloud Ruby SDK deprecation
September 23, 2020
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
September 2, 2020
Communicate
- BYOC Cloud rate decrease
- BYOC Cloud is PCI DSS-compliant
Contact center
- Speech and text analytics settings
- Coaching appointment aggregates API
- Date and time slot type enhancements in Genesys Dialog Engine
August 19, 2020
Contact center
- Introducing voice transcription
- View workforce management schedule changes with the audit log viewer
- Third-party text-to-speech (TTS) engines for bot integrations
- Configure intent disambiguation in Genesys Dialog Engine
- Agent toolbar usability improvement
Deprecations
- Internet Explorer support for Genesys Cloud embedded client deprecation
July 29, 2020
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
July 22, 2020
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
July 1, 2020
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
June 24, 2020
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
June 17, 2020
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
April 29, 2020
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
January 22, 2020
Contact center
- Blind transfer for voice interactions enhancement
Integrations
- Google Dialogflow voice integration for inbound call, in-queue, and outbound flows