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Genesys Cloud Voice
Communicate
- BYOC Cloud custom SIP headers for improved carrier interoperability
- Extended maintenance window for cloud-based Edge updates
Contact center
- Introducing programs, topics, and phrases for speech and text analytics
- US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
- Coaching appointment scheduling with workforce management
- Receive agent workforce management schedule and time off request notifications on iOS and Android devices
Integrations
- Introducing the Zoom Phone integration
Deprecations
- Replace call with voice in Sentiment Aggregates API change
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Communicate
- Genesys Cloud Voice in Austria, Poland, and Portugal
- BYOC Cloud certificate renewal
Contact center
- Granular permissions for scheduling, call routing, and emergencies
- Performance dashboards enhancements
- New columns in agent views
- Journey aggregate query enhancement in Analytics API
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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
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Communicate
- Genesys Cloud Voice in London
Contact center
- New columns in Queues views, Skills view, DNIS views, and Performance Dashboards
- New filters in Skills and DNIS views
- New columns in Interactions view
- New filters in Interactions view
Platform
- New dimensions and metric in Analytics API
- Use a single grant type across regions for secure authentication
- Journey JavaScript SDK enhancement for refined tracking and segmentation
- Journey JavaScript SDK enhancement for web actions
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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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Contact center
- Predictive Engagement tracking in Single Page Applications
- Wallboard accounts to view Performance dashboards
- Genesys Cloud Voice support for outbound dialing modes in EMEA
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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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Communicate
- Add BYOC Cloud or Genesys Cloud Voice to existing subscription
Contact center
- Bulk delete recordings in Recordings API
- View evaluations update
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Communicate
- Genesys Cloud Voice EMEA rate decrease
Contact center
- Increase timeout limit for Architect email and message flows
Integrations
- Amazon Lex integration for inbound web chat flows
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Communicate
- FCC USF contribution rate changes for Genesys Cloud Voice
Contact center
- Automatic time zone mapping overrides
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Communicate
- Genesys Cloud Voice in Denmark
- BYOC Cloud rate decrease
Contact center
- Export data from Surveys views
- Data action rule conditions
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Communicate
- Genesys Cloud Voice in Spain and Switzerland
Contact center
- Introducing Predictive Engagement
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Communicate
- Genesys Cloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
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Communicate
- Genesys Cloud Voice in Sweden
Contact center
- Real-time status columns in agents performance views
- Interaction countdown alert
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Platform
- Introducing access control for select regions
Communicate
- Genesys Cloud Voice in Germany
Contact center
- Message delivery status notifications
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Communicate
- Genesys Cloud Voice rate decrease
Contact center
- My Performance views for agents
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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
- Genesys Cloud Voice in Ireland
Contact center
- Finnish IVR support in Architect
Integrations
- Import and export data actions for integrations
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Communicate
- Genesys Cloud Voice in the United States rate decrease
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Platform
- Introducing the AppFoundry
Communicate
- Genesys Cloud Voice in the United Kingdom
Contact center
- Easier media type filtering in Interaction Details report spreadsheets
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Platform
- Admin UI
- Genesys Cloud community
Communicate
- Order management for number ports
Contact center
- Permissions required to manage and assign roles
Integrations
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Genesys Cloud Platform
- Removal of credit card numbers from chat messages
Communicate
- Geographical restrictions on inbound toll-free calls
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Communicate
- Global phone provisioning service
- Telephony network topology map
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Communicate
- Toll-free number porting into Genesys Cloud Voice
Contact center
- Callback routing
- ACD-routed preview calls
- User Status Detail report
- Japanese language support
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Communicate
Contact center
- Agent utilization can now be configured
- Pre-call rule to dial a record in Preview Mode
- Caller ID (ANI) Enhancements
Integrations
- Genesys Cloud for Salesforce updates
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