Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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Contact center

• Authenticated web messaging for verified users
• Auto answer for digital interactions on queues

Deprecations and announcements

• LiveNow permission change
• CIDR IP address range for cloud media services expansion

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Communicate

• Message Waiting Indicator improvements

Contact Center

• Improved voice transcription accuracy for English language regions
• Gamification metrics creation workflow improvements
• Enhance predictive routing accuracy with participant data
• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows additional English language support

Integrations

• Support for JSON format output in trigger notifications
• Trigger creation support for user activity topic

Deprecations and announcements

• JourneyCustomer cookie ID from GDPR API subjects response deprecation
• LiveNow permission change

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Communicate

• Additional ringtone options for Communicate for iOS and Android

Contact Center

Integrations

• 8×8 integration

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Communicate

• Transcription for Communicate voicemails
• Active speaker indicators

Contact Center

• Additional voice transcription accuracy improvements for Spanish
• Approve time-off requests based on agent hire date
• Evaluation source in evaluation cards
• Enhanced pagination control in analytics workspace views
• Queue Performance Summary chart view
• Metric values in views with duration statistics
• Transcription for Communicate voicemails
• Restricted access to details about predictive routing agents
• Delete a knowledge base

Deprecations and announcements

• Deprecation of select filters in Analytics API in Predictive Engagement

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Collaborate

• Set time to return to previous status after users disconnect and reconnect

Communicate

• US and Canada numbers available for Genesys Cloud Voice EMEA Regions

Contact center

• Introducing Genesys Cloud Background Assistant for screen recording with the web app
• Introducing regional storage for call recordings
• SSML support in Genesys Dialog Engine Bot Flows
• New Search endpoint
• New variables and improvements for scripts
• Improved do not contact (DNC) list functionality to support custom values
• Communicate call classification update

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Communicate

• Opt out of voicemail and replace system audio for the default Architect voicemail flow

Contact center

• Genesys Agent Assist in agent workspaces
• Delayed arrival notifications to supervisors in Genesys Tempo™
• Coaching appointment configuration improvement
• Improved voice transcription accuracy for Spanish
• Limited details for interactions older than 1.5 years available in select regions

Platform

• IP addresses for data actions integrations automatically allowed

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Contact center

• Single customer view powered by identity resolution available in all regions
• Introducing Genesys Enhanced Text-to-Speech integration
• Shift trading on iOS and Android devices
• Secure bot flows in Architect
• Audit log viewer for action maps
• Agent Locale Scripter variable for agent’s chosen language
• Sentiment feedback, content search, and Interactions view icon updates

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Contact center

Platform

• API Explorer refresh
• Updated Genesys Knowledge Network

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Contact center

• Cards for bot conversations
• Carousels for bot conversations
• Manually assign waiting interactions
• Routing metrics added to Queue Agent Detail and Agents Queues Detail views
• Interactions views fax column and filter
• Microsoft Azure Cognitive Services text-to-speech (TTS) integration

Platform

• Improved user activity indicators
• Genesys Cloud subscription name updates

Deprecations

• API default profile change for gamification metrics postponement

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Collaborate

• Video chat participant notifications

Contact center

• Introducing the Knowledge Performance dashboard
• My Interactions view for agents
• Genesys Messenger conversation auto-start
• Audience size estimator for action maps in Predictive Engagement
• Test regular expression slot types before implementation
• Nuance Mix integration in Architect secure flows
• Amazon Lex V2 bots in Architect secure flows
• Google Cloud Dialogflow CX bots in Architect secure flows
• Nuance TTS integration in Architect secure flows
• Genesys Enhanced TTS in Architect secure flows
• 988 Suicide Hotline number plan available with Genesys Cloud Voice
• Genesys Messenger support for Portuguese
• Intent miner French language support

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Contact center

• Workforce management adherence reporting usability enhancements
• Not Responding filter and columns in Interactions views

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Contact center

• Limited PII masking in Performance views and exports
• Access to agent management across divisions
• Manually assign interactions across queues
• Polish programs, topics, and phrases support

Deprecations

• API endpoint change for supported topic spotting dialects

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Contact center

• Introducing knowledge workbench
• Build knowledge bots in Genesys Cloud Dialog Engine Bot Flows
• External tag filter for interactions in Performance views
• Filter digital interactions by media type in Content Search view
• Access workforce management in forecasting historical data via API

Platform

• Proof Key for Code Exchange grant for OAuth 2 authorization

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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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Contact center

• Introducing Genesys Dialog Engine and Architect’s Call Dialog Engine Bot action for chat, SMS, and messaging flows
• Genesys Dialog Engine knowledge bots and knowledge bots in Architect flows
• Genesys Dialog Engine pricing
• Amazon Lex integration in EU (Frankfurt) and EU (London) AWS regions
• Last-used queue for outbound interactions

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Contact center

• Network connectivity alerts in interactions
• Language agnostic voicemail transfer in Architect

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Contact center

• Interactions panel view improvements
• Agent script window improvements

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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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Contact center

• Web-based surveys
• Filter interaction history

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Platform

• Admin UI relaunch

Contact center

• ACD support for chats in client integrations
• Genesys Cloud for Salesforce and Omni-Channel status sync
• ACD routing of third-party chat and email interactions
• Queues Performance summary and detail views
• IVR prompt support for ordinal numbers
• Italian language support in Architect

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Platform

• Developer Forum
• Developer Center code samples and tutorials for API calls
• SDKs for JavaScript, Python, Ruby, and C#

Communicate

• Bulk import for phone configurations

Contact center

• Permissions for Dashboard, Queues, and Agents views
• Support for HTML formatting in responses and ACD emails
• Secure pause button
• Dutch and European Spanish language support in Architect
• Third-party call list cleansing service
• No-answer timeout campaign setting
• Real-time schedule adherence
• Maximum number of agents per management unit

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Collaborate

• Improvements to Documents dashboard

Communicate

• Support for Polycom VVX 101 and 201 phones

Contact center

• Utilization option for non-ACD calls
• Change to the way that Genesys Cloud ACD assigns agents to interactions

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Genesys Cloud Platform

• Help panel

Engage

• Queue activation permission
• Custom interaction details for web chats
• Agent alias for web chats

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