outbound campaigns

March 8, 2023

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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December 7, 2022

Communicate

Ringtone options for web and desktop apps

Contact center

Predictive routing queue impact report
Limited details for interactions older than 1.5 years available in all regions
Auto search for callbacks and outbound campaign calls in the Profile panel
Offset parameter added in recording bulk job API
Do Not Contact list endpoints for record removal
Genesys Messenger support for Hebrew
Tempo icon in Genesys Cloud
Workforce management time-off plan accessibility improvements
Knowledge workbench V2 accessibility improvements

Deprecations and announcements

Microsoft Edge Legacy browser support deprecation

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November 2, 2022

Communicate

International number plans as outbound routes changes

Contact center

Introducing Genesys Cloud digital licenses
Agentless email notifications
Outbound email campaigns
Delivery status receipts for outbound email campaigns
Manage time zones for outbound email campaigns
Increased email size limit for custom SMTP integrations
New filters and columns in Content Search view
AudioHook billing for active use only
Cumulative uploads of external metrics for performance scorecards

Deprecations and announcements

API endpoint change for local key settings in recording service
CIDR IP address range for cloud media services expansion

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September 7, 2022

Communicate

BYOC Cloud TLS X.509 certificate renewal

Contact center

Queue administration user interface improvements
Detected Topics gamification metric
Set Content Template action type added to digital rules for outbound digital campaigns

Platform

Google Fonts API usage change for GDPR compliance

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August 3, 2022

Contact center

Introducing Microsoft Azure Cognitive Services speech-to-text (STT) integration
Custom payload for Google Cloud Dialogflow speech models
Analyze predictive routing decisions
Dynamic contact list sorting during a running campaign

Platform

Improved phone number validation in Directory profiles

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July 20, 2022

Contact center

Skill expression groups available in select regions
Pre-contact and post-contact rule sets for outbound digital campaigns
System Dispositions condition type added to call rules for outbound dialing campaigns
Cover art for development and feedback modules
Query historical adherence data via GET request for workforce management

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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

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May 4, 2022

Contact center

Workforce management agent schedule enhancements
Expanded inbound MMS support for SMS messages
Outbound MMS support for SMS messages
DNC.com integration for Do Not Contact lists enhancements
Performance report for queues with predictive routing
Ability to remove PII from voicemail and fax notifications

Integrations

Amazon EventBridge topics for conversation and flow metrics

Platform

API usage report
CX as Code support for Architect flows
Genesys Cloud fair use policy documentation improvement

Deprecations

Deprecation of workforce management time-off requests for non-consecutive days

[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 23, 2022

Contact center

Introducing analytics workspace
Average Hold Handled and ACW Handled columns in Performance views
Improved customer sentiment scoring
Workforce management import service enhancement
Configurable Messenger position for web messaging
Web messaging delivery status notifications
Campaign and campaign sequence schedule improvements

Platform

US East 2 (Ohio) region deployment

Deprecations

Agent interaction UI collapse/expand control removal

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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]

October 13, 2021

Contact center

Inbound and outbound file attachment support for third-party messaging and open messaging
Automatic time zone mapping enhancement for outbound campaigns
Audit events in Learning and Coaching APIs