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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
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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
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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
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January 22, 2020

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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