co-browse

Contact center

Additional voice transcription accuracy improvements for Japanese
Sensitive Data Masking for voice interactions
Additional CX 1 Digital Add-On II capabilities
Co-browse for web messaging read-only fields and buttons
Dashboards summary page enhancements
Dashboard management for administrators
Knowledge follow-up tasks in bot flows and digital bot flows

Integrations

Amazon LexV2 integration available in the FedRAMP region

Deprecations and announcements

Search Audits view deprecation
BYOC Cloud TLS X.509 certificate renewal
Certificate Authority change for Microsoft Teams integration
Release Notes category improvements

Contact center

Updated WhatsApp pricing structure
Copy and share interaction transcripts
Web messaging inbound custom attribute size limit requests
SMS short code number in France
Improved workload balancing in predictive routing

Integrations

Two score-setting options for ranking waiting interactions

Platform

PCI DSS recertification
Genesys Cloud WhatsApp Embedded signup self-service onboarding
Subscribe to events from the Operational Console

Deprecations and announcements

Deprecation: Outbound Search Audits view
Mandatory SMS US and Canada registration

Contact center

Co-browse for web messaging
Automatic email signatures in canned responses
Enhanced canned responses editor options
Rich media in knowledge base articles
Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

Introducing the Google Cloud Speech-to-Text (STT) integration
Microsoft Teams integration enhancements

Platform

Single sign-on configuration enhancements

Deprecations and announcements

OS Family attribute in Predictive Engagement
Windows 7 support for the desktop app deprecation
Canned reports deprecation date updates
CIDR IP address range for cloud media services expansion postponement

Contact center

Introducing preferred agent routing
Co-browse session improvements

Platform

Organization settings improvement

Contact center

Co-browse with Shift JIS encoding

Contact

Solution

Company

Every year, Genesys® orchestrates more than 70 billion remarkable customer experiences for organizations in more than 100 countries. Through the power of our cloud, digital and AI technologies, organizations can realize Experience as a Service℠, our vision for empathetic customer experiences at scale. With Genesys, organizations have the power to deliver proactive, predictive, and hyper personalized experiences to deepen their customer connection across every marketing, sales, and service moment on any channel, while also improving employee productivity and engagement. By transforming back-office technology to a modern revenue velocity engine Genesys enables true intimacy at scale to foster customer trust and loyalty.