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calls
Contact center
- Introducing predictive routing
- Agent development views for development and feedback modules and coaching appointments
- Voice coaching API for call monitoring
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Communicate
- User to User Information (UUI) enhancement for remote stations
- DTMF support in active calls
Contact center
- Audit trail improvements in Interaction Details view
- Improved agent external contacts experience
- New audio alert for non-voice interactions
Platform
- Genesys Cloud Command Line (CLI) enhancements
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Communicate
- Genesys Cloud Voice in Norway
Contact center
- View export data in interactions and interactions detail views
- Inbound messaging channel routing for WhatsApp
- Dynamically reference skills in Architect
- Call history improvements
Integrations
- mTLS authentication for data actions
Platform
- New color scheme for Genesys Cloud
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Contact center
- Aggregate detail views
- Flag problematic calls
- New HTML editor for email messages
Integrations
- Premium applications in the AppFoundry
- Skype for Business integration
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Communicate
- Genesys Cloud Voice in France and the Netherlands
- Follow-me call forwarding
Contact center
- Holiday and emergency schedules for routing configuration
- Create data tables and retrieve data from Architect flows
- Queues Activity view for agents
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Communicate
- Voicemail messages for group ring
Contact center
- Configurable transfer timeout in Architect
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Collaborate
Communicate
Contact center
- Queue Activity detail view filters
Integrations
- SSO support for Microsoft Azure Active Directory Premium edition
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Communicate
- Call forwarding is now available
Collaborate
- Improvements to chat roster
- New chat commands
- Desktop support for native idle handling
Integrations
- Oracle Service Cloud Data Dip Connector is now available in the Asia Pacific region and European Union
- Zendesk Data Dip Connector is now available in the Asia Pacific region and European Union
- Updates to the Salesforce Object Routing Connector
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