Genesys Cloud FedRAMP region - outbound campaigns and dialer tag

List of the Genesys Cloud FedRAMP region release notes that include the outbound campaigns and dialer release notes tag.

Customer engagement

Queue segmentation of canned responses
Work Automation performance views enhancements
Reconnect and reply to closed email
Skills-based dialing in Power and Predictive outbound campaigns
Granular campaign control permissions
Genesys Cloud CIDR expansion and firewall requirements

Data, analytics, and reporting

Real time alerts for out of adherence status

Self service and automation

Flexible text-to-speech (TTS) engine selection in Architect flows
Enhanced Architect voice and digital bot flow control for recognition failure and agent escalation

Customer engagement

Automatically save wrap-up codes for improved call handling
Enhanced dynamic filtering for real-time adjustments in campaigns
Expanded campaign rule actions for enhanced automation

Data, analytics, and reporting

Alerting improvements
Enhanced toast, email, or SMS notification alerts
Enhanced alerts management
Enhanced dictionary management

Employee productivity

Enhanced privacy controls for ad hoc recordings
Genesys Agent Assist knowledge surfacing and summarization support for Dutch, French, German, Italian, and Portuguese

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Turkish language support

Customer engagement

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

Employee productivity

Genesys Agent Assist summarization Spanish support (preview)

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
Architect data tables user interface updates

Workforce engagement

Insights visual charting for supervisors

Customer engagement

View and edit imported data via the user interface in the Contact List editor

Self service and automation

Arabic language support for voice and digital bot flows, knowledge workbench, intent miner, and Agent Assist
Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Chinese (Simplified/Mandarin), Korean, and Polish language support

Self service and automation

Genesys Dialog Engine Bot Flows and Genesys Digital Bot Flows Catalan language support
Knowledge portal refreshed article search results
Historical execution data for Architect bot flows and digital bot flows

Employee productivity

Genesys Agent Assist knowledge article feedback
Introducing Agent Assist

Customer engagement

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

Data, analytics, and reporting

Support for capitalization and punctuation in native voice transcription for English transcripts

Employee productivity

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
Refreshed Predictive Engagement user interface
Configure labels to manage interactions
Maximum number of calls per agent set at the campaign level

Self service and automation

Genesys Dialog Engine Bot Flows in Architect
Genesys Dialog Engine Digital Bot Flows in Architect

Self service and automation

Customize knowledge touchpoints for Predictive Engagement customer and journey attributes

Customer engagement

Surface article variations by Predictive Engagement segments for the Messenger Knowledge App

Customer engagement

Enhanced pacing control in dialing campaigns
Enhanced external contacts data access control for agents

Data, analytics and reporting

Improved native voice transcription accuracy for Spanish

Workforce engagement

APIs to integrate external learning modules

Customer engagement

Advanced input file pre-processing
Additional file format support for contact lists
Messenger support for Estonian, Latvian, and Lithuanian

Data, analytics and reporting

Sensitive data masking French and Italian language support
Analytics user interface enhancements
Introducing external contacts and external organizations filters and columns in performance views

Open platform

Portuguese language support

Workforce engagement

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

Customer engagement

Outbound dialing contact list builder
Mobile customer journey tracking
Mobile app event orchestration

Data, analytics and reporting

Cantonese, Mandarin, and Taiwanese programs, topics, and phrases support

Workforce engagement

Average Talk Time gamification metric
Learning modules with rich text format
Supervisor insights improvements

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Genesys empowers more than 7,500 organizations in over 100 countries to improve loyalty and business outcomes by creating the best experiences for customers and employees. Through Genesys Cloud, the #1 AI-powered experience orchestration platform, Genesys delivers the future of CX to organizations of all sizes so they can provide empathetic, personalized experience at scale. As the trusted, all-in-one platform born in the cloud, Genesys Cloud accelerates growth for organizations by enabling them to differentiate with the right customer experience at the right time, while driving stronger workforce engagement, efficiency and operational improvements.