Genesys Cloud - outbound campaigns and dialer tag

Customer engagement

• Auto-answer functionality for agents in preview campaigns
• Dynamic edge resource utilization for automated outbound dialing

Data, analytics, and reporting

• Improved interval granularity for ad-hoc exports
• Edit and rerun scheduled exports
• Export panel enhancements

Employee productivity

• Genesys Agent Assist summarization Spanish support (preview)
• Genesys Tempo Chinese Simplified Mandarin, Czech, Danish, Portuguese, Russian, Turkish, and Ukrainian language support

Self service and automation

• Knowledge workbench Catalan, Danish, Finnish, Norwegian, Swedish, and Turkish language support
• Genesys Dialog Engine Bot Flows, Genesys Digital Bot Flows, knowledge workbench, and digital Genesys Agent Assist Chinese (Traditional/Cantonese) language support
• BYOC Cloud TLS X.509 certificates
• Architect data tables user interface updates

Workforce engagement

• Insights visual charting for supervisors

Deprecations

• Deprecation: BYOC Premises Edge Remote Survivability
• Deprecation: Active screen recordings UI

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Customer engagement

• Outbound digital campaigns event triggers for post-contact interactions
• Enable and disable email threading

Deprecations and announcements

• Deprecation: Canned reports
• Deprecation: Legacy alerting system

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Workforce engagement

• Automated time-off approval for grouped agents

Self service and automation

• Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support

Employee productivity

• Genesys Agent Assist knowledge article feedback
• Public APIs for Collaborate chat room management and chat messages
• Remove users from Collaborate chat rooms

Data, analytics, and reporting

• Improved native voice transcription accuracy for Italian

Customer engagement

• Skills-based dialing for Preview and Progressive campaigns
• Configure labels to manage interactions
• Genesys Cloud Voice in Italy
• Refreshed Predictive Engagement user interface

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Deprecation: Native X (formerly Twitter) third-party direct messaging channel

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Data, analytics, and reporting

• Sentiment and agent empathy analysis support for Arabic, Korean, and Portuguese languages

Customer engagement

• Co-browse supports multiple iframes
• Maximum number of calls per agent set at the campaign level
• Genesys Digital Bot Flow support for mobile apps

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Customer engagement

• Enhanced pacing control in dialing campaigns
• Co-browse for voice via Messenger
• Deploy Messenger without web messaging
• Messenger JavaScript SDK toaster plugin
• Enhanced external contacts data access control for agents

Data, analytics, and reporting

• Improved native voice transcription accuracy for Spanish

Self service and automation

• Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Workforce engagement

• APIs to integrate external learning modules

Deprecations and announcements

• Deprecation: Adobe data actions integration removal
• Deprecation: Pointillist Community

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Customer engagement

• Advanced input file pre-processing
• Additional file format support for contact lists

Open platform

• Portuguese language support

Self service and automation

• Historical execution data for Architect bot flows and digital bot flows

Workforce engagement

• Workforce management navigation menu grouping
• Staffing requirements and performance metrics in the Schedules screen

Deprecations and announcements

• Deprecation: Legacy alerting system

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Customer engagement

• Add media to an Outbound SMS campaign
• Architect voice flow access to inbound headers on BYOC Cloud calls

Data, analytics and reporting

• Evaluator value update based on submission
• Create in-app toast notification alert rule
• Analytics Performance views accessibility improvements

Workforce engagement

• Quality evaluation revision enablement for rescores
• Quality management evaluations assignment
• View time-off balances from an external HR system on Genesys Tempo
• Dispute completed quality management evaluations

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Customer engagement

• Improved call analysis response performance
• Bring Your Own (BYO) SMS in Genesys Cloud

Data, analytics, and reporting

• Out-Of-The-Box (OOTB) process updates
• Manually add words to the dictionary backend

Self service and automation

• Knowledge optimizer unanswered queries improvements

Deprecations and announcements

• Legacy alerting system deprecation postponement

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Contact center

• Force stop button in digital campaign management

Integrations

• Limitation for JSON objects depth in data action service

Platform

• Trigger inclusion in Genesys Cloud CX 1 license

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Contact center

• Updated WhatsApp pricing structure
• Copy and share interaction transcripts
• Web messaging inbound custom attribute size limit requests
• SMS short code number in France
• Improved workload balancing in predictive routing

Integrations

• Two score-setting options for ranking waiting interactions

Platform

• PCI DSS recertification
• Genesys Cloud WhatsApp Embedded signup self-service onboarding
• Subscribe to events from the Operational Console

Deprecations and announcements

• Deprecation: Outbound Search Audits view
• Mandatory SMS US and Canada registration

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Contact center

• Call recording and quality management support in Genesys Cloud EX

Deprecations and announcements

• Deprecation: CX digital agent workspace

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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

• Support for MDM browser authentication for Communicate for iOS

Contact Center

• Additional voice transcription accuracy for Arabic
• Microsoft Edge Chromium, Firefox and browser extension support for screen recording with Genesys Cloud Background Assistant
• Automatically reschedule time zone skipped contacts

Platform

• Identify unused roles and permissions in the Admin UI
• Display number of interactions routed via non-predictive routing method due to timeout

Deprecations and announcements

• BYOC Premises—Customer VM Solution deprecation

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Platform

• Automatic inactivity timeout improvement
• Maximum voicemail recording length setting

Contact Center

• Introducing the Data Actions Performance views
• Introducing new Topic tab in agent, queue, and flow summary and detail views
• Extended voice transcription services support for Arabic and Hebrew right to left languages
• Topics and phrases support for Arabic right to left languages
• Limit for number of allowed evaluations per agent and per day expanded to include ad-hoc evaluations
• Data action in rule conditions for digital campaigns
• Notification message for conversation disconnect

Deprecations and announcements

• Windows 8, 8.1 and Windows Server 2012, 2012 R2 support for the desktop app deprecation postponement

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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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