Genesys Cloud Voice


October 19, 2022

Contact center

  • Analyze feedback from the knowledge workbench
  • Hyperlinks in knowledge base articles
  • Typing indicators available for Messenger Transport Mobile SDK
  • Arabic voice transcription support

Deprecations

  • Genesys Cloud SSO certificate expiry
  • CIDR IP address range for cloud media services expansion
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July 13, 2022

Collaborate

  • Genesys Cloud video chat setting improvements

Communicate

  • Introducing BYOC Premises Customer Hardware Solution
  • Additional LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA

Contact center

  • Topic trends summary and detail views
  • Agent ACD skills and language proficiency routing improvement
  • Improved default program list in speech and text analytics settings
  • Japanese voice transcription support

Deprecations

  • Website visitor count API change
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June 29, 2022

Platform

  • Automatically log out inactive users

Communicate

  • Introducing Global Media Fabric
  • LATAM numbers for Genesys Cloud Voice in US, Canada, and EMEA
  • New Poly CCX supported phones

Contact center

  • Custom dynamic list slot types in Architect bot flows (Genesys Dialog Engine Bot Flows)
  • Improved module assignment workflow
  • Adjust wrap-up codes and notes using the API
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May 11, 2022

Communicate

  • Introducing hybrid telephony connections

Contact center

  • Dynamically look up schedules, schedule groups, and emergency groups in Architect flows
  • Recycle a digital campaign
  • Enhanced customer journey view for Predictive Engagement administrators
  • Shrinkage Reporting API for workforce management
  • Ability to provide feedback to sentiment analysis in French dialects
  • Dutch programs, topics, and phrases support

Integrations

  • Amazon EventBridge topic for wrap-up codes
  • Amazon EventBridge topics for external contacts and after call work events

Platform

  • Updated icons in the Genesys Cloud UI
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April 6, 2022

Communicate

  • Specify remote address as emergency address for Genesys Cloud Voice (Ray Baum’s Act)

Contact center

  • Inline images in canned responses
  • Ability to disable call analysis and answering machine detection
  • Email, message, and chat transcript enhancements
  • Configure workforce management activities as interruptible for coaching

Deprecations

  • Workforce management adherence permission change
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December 22, 2021

Communicate

  • EMEA numbers available for Genesys Cloud Voice US and Canada

Integrations

  • Introducing the Amazon EventBridge integration
  • Introducing the Nuance Mix integration for voice and digital flows

Deprecations

  • Agent interaction UI collapse/expand control removal
  • Horizontal script panel in agent interaction UI removal
  • Workforce management historical data import service JSON format endpoint deprecation
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December 15, 2021

Communicate

  • Telephony terminology changes

Contact center

  • Send custom attributes with web messages
  • Agentless Notification API enhancement for SMS and open messaging
  • Analytics Detail Events for the EventBridge integration
  • Improved voice transcription accuracy for French, German, Italian, Brazilian Portuguese, and Indian English language regions

Integrations

  • Salesforce Omni-Channel chat routing in Genesys Cloud

Platform

  • CX as Code
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August 25, 2021

Communicate

  • Conversation header support for BYOC Cloud trunks
  • DID number port increase for Genesys Cloud Voice

Contact center

  • Update ACD and language skills on an interaction in a queue with Routing API

Platform

  • Assign data tables within divisions

Deprecations

  • Max Calls replacement for BYOC Cloud trunks
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June 30, 2021

Communicate

  • Genesys Cloud compliance with FCC’s new robocall mitigation framework (STIR/SHAKEN)

Contact center

  • Use Architect prompts in Google Dialogflow bots

Platform

  • Virtual Desktop Infrastructure

Deprecations

  • Journey Reporting Service decommission
  • Genesys Cloud Ruby SDK deprecation
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February 10, 2021

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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December 2, 2020

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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July 29, 2020

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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June 10, 2020

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
[View details]

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 15, 2020

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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October 30, 2019

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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September 18, 2019

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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August 7, 2019

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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July 17, 2019

Communicate

  • FCC USF contribution rate changes for Genesys Cloud Voice

Contact center

  • Automatic time zone mapping overrides
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July 3, 2019

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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June 5, 2019

Communicate

  • Genesys Cloud Voice in Spain and Switzerland

Contact center

  • Introducing Predictive Engagement
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April 24, 2019

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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April 17, 2019

Communicate

  • Genesys Cloud Voice in Sweden

Contact center

  • Real-time status columns in agents performance views
  • Interaction countdown alert
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February 20, 2019

Platform

  • Introducing access control for select regions

Communicate

  • Genesys Cloud Voice in Germany

Contact center

  • Message delivery status notifications
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January 16, 2019

Communicate

  • Genesys Cloud Voice rate decrease

Contact center

  • My Performance views for agents
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