Contact center

• Korean programs, topics, and phrases support

Integrations

• Use trigger endpoint with Google Cloud Function data actions

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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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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

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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

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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

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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

• 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

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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

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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

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Contact center

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

Platform

• Developer Center content change log

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Contact center

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

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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

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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

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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

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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

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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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Contact center

• UK English and Australian English voice transcription support
• View an agent’s secondary status in select views
• Contact list filters for messaging campaigns
• Export skill and language group queue metrics in Queues Performance Detail view

Integrations

• Introducing Genesys Cloud for Salesforce SDK

Platform

• The Resource Center has a new name

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Contact center

• Introducing Nuance Text-to-Speech integration
• Amazon Polly and Google Cloud Text-to-Speech integration support for secure call flows
• Amazon Lex and Google Cloud Dialogflow bot integration support for secure call flows
• Get Journey Sessions by Customer action and Get Journey Session action in Architect

Deprecations

• Screen recording, evaluations, and surveys permissions change postponement

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Contact center

• Amazon Lex integration in Asia Pacific (Sydney) AWS region

Platform

• Go SDK

Deprecations

• ACD routing permissions change postponement
• WFM forecasting After Call Work and Average Talk Time deprecation postponement

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Contact center

• Speechmorphing third-party TTS engine integration

Deprecations

• WebRTC signaling deprecation

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Platform

• Introducing Genesys Cloud SCIM
• Guest and agent chat APIs

Contact center

• Google Cloud third-party TTS engine integration
• Export data from IVR flow views
• Web chat deployment and documentation changes

Deprecations

• Internet Explorer 11 support for Genesys Cloud web app deprecation

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Contact center

• Introducing third-party TTS engine integrations
• Queue Activity Detail view improvements
• New columns and filters in analytics views
• Screen share improvement

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Contact center

• MOS scores for voice interactions
• Send Response action in Architect message flows
• Genesys Cloud scheduling enhancements
• Dutch TTS and ASR language support
• Image component enhancement for scripts

Integrations

• Amazon Lex integration for inbound message flows

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Contact center

• Co-browse with Shift JIS encoding

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