Contact center

• Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
• Custom payload for Google Cloud Dialogflow speech models
• Analyze predictive routing decisions
• Dynamic contact list sorting during a running campaign

Platform

• Improved phone number validation in Directory profiles

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Contact center

• Skill expression groups available in select regions
• Pre-contact and post-contact rule sets for outbound digital campaigns
• System Dispositions condition type added to call rules for outbound dialing campaigns
• Cover art for development and feedback modules
• Query historical adherence data via GET request for workforce management

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Contact center

• Introducing contact center work teams
• Predictive routing queue detail report
• External metrics for performance scorecards
• Topics and sentiment metrics consolidation
• Amazon Lex integration in Canada (Central) AWS region

Integrations

• SMTP server integration email error notifications to agents

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Contact center

• Introducing intent miner

Integrations

• SSE-KMS support for AWS S3 recording bulk actions integration

Platform

• Disable Directory navigation

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Collaborate

• Import people enhancements

Contact center

• Introducing web chat flows in Architect
• Font change for Korean and Japanese language .pdf and .xls reports

Platform

• Release Notes in Genesys Cloud Admin UI
• Genesys Cloud Community Q&A show

Deprecations

• LinkedIn profile import deprecation and removal

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Collaborate

• Secure relationships with authorized organizations

Contact center

• Customer typing indicator in chat interactions
• Evaluation form question branching
• Disable unattended reports

Integrations

• Voci V-Spark transcription and speech analytics integration

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Platform

• HIPAA and PCI compliance status in organization settings
• Chat attachment support for HIPAA-compliant organizations

Collaborate

• Simplified user management

Integrations

• SSO support for Ping Identity

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Collaborate

• Language selection in browser and desktop apps

Contact center

• Thai language support in Architect

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Collaborate

• Updated user profile layout
• New location for group chat notification

Integrations

• Outbound dialing and script support in Genesys Cloud for Salesforce
• Outbound dialing and script support in Genesys Cloud for Zendesk

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Collaborate

• New user statuses
• Increased chat room participant limits

Contact center

• Configurable alerts for interaction statistics

Integrations

• Genesys Cloud for Salesforce Console API logout event

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Collaborate

• Geolocation

Contact center

• Bulk add queue members based on groups, roles, location, and manager

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Platform

• New support workflow for Genesys Cloud Pro+ organizations

Collaborate

• New UI for profile setup
• Ability to open video chats in pop-out window

Contact center and Communicate

• Group ring
• Ability to copy interactions through the Agent UI

Integrations

• Single Sign On support for Okta
• Single Sign On support for SFDC
• Improvements to Genesys Cloud for Salesforce
• Salesforce Data Dip Connector is now available in East Asia (Japan) region
• Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
• Web Services Data Dip Connector is now available in East Asia (Japan) region
• Zendesk Data Dip Connector is now available in East Asia (Japan) region

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Collaborate

• Bulk role assignment tool

Integrations

• Multi-region support for Genesys Cloud for Salesforce
• Multi-region support for Genesys Cloud for Zendesk

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Collaborate

• New Activity indicators
• Improved “Out of Office” functionality

Integrations

• Initial release of Genesys Cloud for Zendesk

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Collaborate

• Location enhancements

Communicate

• Emergency services configuration enhancements

Contact center

• New Predictive and Power modes for Dialer

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Integrations

• Improvements to Genesys Cloud for Salesforce
• Improvements to Salesforce Object Routing Connector
• Improved styling on several Webhooks widgets

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Collaborate

• Ability to manage external contacts

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