language support


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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October 12, 2022

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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September 28, 2022

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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September 21, 2022

Contact center

  • Single customer view powered by identity resolution available in select regions
  • Predictive Engagement outcome value configuration and reporting
  • Extended voice transcription services
  • Agent status widget improvements
  • Web messaging image copy and paste
  • Extend Bot Connecter PostUtterance response timeout

Platform

  • Process automation triggers
[View details]

September 14, 2022

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
[View details]

August 31, 2022

Communicate

  • Genesys Cloud WebRTC diagnostics app improvements

Contact center

  • Genesys Digital Bot Flows
  • SMS message delivery status
  • Reset agent personal bests in gamification
  • Genesys Dialog Engine Bot Flows support for Portuguese
  • Improved voice transcription accuracy for Dutch

Integrations

  • Cross-region export option for AWS S3 recording bulk actions integration
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August 24, 2022

Contact center

  • Introducing knowledge workbench version 2
  • Optimize the knowledge base
  • Introducing support center
  • Knowledge workbench version 2, knowledge optimizer, and support center language search support
  • Interaction data retention time improvement
[View details]

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
[View details]

June 22, 2022

Contact center

  • Reset and reassign development and feedback modules
  • Interaction evaluation form version tracking
  • Blocked offer views for Predictive Engagement journey action maps
  • Rich text formatting in bot messages
  • Interactions UI improvement
  • Intent miner Spanish language support
  • Web chat widget support for Google Fonts

Deprecations

  • Canned reports deprecation
  • API default profile change for gamification metrics
[View details]

June 1, 2022

Contact center

  • Korean programs, topics, and phrases support

Integrations

  • Use trigger endpoint with Google Cloud Function data actions
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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
[View details]

April 27, 2022

Contact center

  • Authenticated web messaging
  • ”Bring your own keys” for recording encryption
  • SSML support for language capabilities in Genesys Dialog Engine Bot Flows
  • Toll-free number and long code support in NANP for outbound SMS campaigns
  • Map secondary presence statuses to workforce management activity codes
  • Workforce management view adherence permission

Deprecations

  • Workforce management adherence permission change
[View details]

March 16, 2022

Contact center

  • Introducing Architect in-queue flow support for digital flows
  • Architect data table permission enhancements
  • Customize inbound message flow based on action map
  • Assign to me option for quality management evaluation assignment
  • Portugal Portuguese voice transcription support
  • Portugal Portuguese programs, topics, and phrases support
[View details]

February 23, 2022

Platform

  • Genesys Cloud offer packaging and pricing changes
  • BYOC Cloud pricing model changes
  • Fair use voice transcription pricing changes

Contact center

  • Agent-owned callback requests and Scheduled Callbacks view
  • Skill matching for predictive routing
  • Dutch and Korean voice transcription view and search support

Deprecations

  • Architect Get Journey Sessions by customer action removal
[View details]

February 2, 2022

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
[View details]

December 8, 2021

Contact center

  • Voice interaction coaching and monitoring
  • Data actions as a voice campaign pre-call or post-call rule action
  • Automatic bot responses
  • Assign flow outcome within divisions
  • Sentiment score metric added to Transcripts Aggregate API
  • Polish voice transcription support

Deprecations

  • Workforce management adherence permission change
  • API endpoint change for supported topic spotting dialects
[View details]

November 17, 2021

Contact center

  • Time-off enhancements for workforce management
  • Ensemble model and Theta method for workforce management automatic best method forecasting
  • Additional columns and filter in Queues Performance views
  • Additional recording and evaluation filters and columns in Interactions view
  • Development Aggregate API for development and feedback modules
  • Additional French sentiment analysis support
  • Screen recording download permission
[View details]

October 6, 2021

Contact center

  • Introducing Google Cloud Dialogflow CX integration for call and message flows
  • Global slot enhancement in Genesys Dialog Engine Bot Flows
  • Filter by queues in My Queues Activity view
  • Improved voice transcription accuracy for Spanish language regions
  • Messaging file URL change

Platform

  • Control agent transfer ability based on division membership
[View details]

September 29, 2021

Contact center

  • Add quick replies to Genesys Dialog Engine Bot Flows
  • Spanish sentiment analysis support for digital interactions

Platform

  • Developer Center content change log
[View details]

September 15, 2021

Contact center

  • Introducing quick replies for message interactions
  • Arabic right to left support for web messaging
  • Topics added to transcript search API
[View details]

September 1, 2021

Collaborate

  • Content management file sharing URL change

Communicate

  • SRV record support for TLS for BYOC Cloud trunks

Contact center

  • Assign Google Dialogflow bot events for canceled interactions
  • France French, Canadian French, Italian, German, and Brazilian Portuguese programs, topics, and phrases support
  • Email reply enhancement

Platform

  • Cape Town Africa satellite region deployment
  • Assign schedules, schedule groups, and call routing objects within divisions
  • Standardized client SDK logging and configuration

Deprecations

  • API endpoint change for supported topic spotting dialects
[View details]

June 2, 2021

Contact center

  • Introducing the Amazon Lex V2 integration with Architect flows
  • Increased routing duration for bullseye and preferred agent methods
  • Out-of-the-box topics for speech and text analytics
  • Improved voice transcription accuracy for English language regions
[View details]

May 12, 2021

Contact center

  • Amazon Polly Neural TTS Voices support
  • Returned results count from Analytics API endpoint Elasticsearch queries
  • Spain Spanish, South African English, and Indian English programs, topics, and phrases support
[View details]

April 7, 2021

Contact center

  • New location for quality management evaluations and surveys
  • Additional Spanish sentiment analysis support

Platform

  • Developer Center refresh

Deprecations

  • CIDR IP address range for cloud media service change
[View details]

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
[View details]

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