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outbound campaigns
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
- 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
Deprecations
- Collaborate call functionality on mobile devices deprecation postponement
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Communicate
- Call history enhancements to mobile devices
Contact center
- Introducing web messaging
- Introducing Genesys Bot Connector
- Expiration date for DNC lists
- Improved accessibility for ACD voice interactions
Platform
- Developer Blueprints for custom integrations
Deprecations
- Quality Management Audit API change
- Journey Reporting Service decommission
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Contact center
- Agent-owned records for preview campaigns
- Speech and text analytics settings improvement
- Service level calculation enhancement
- Access partial availability time stamp in Analytics API
- Interactions panel improvement
Platform
- Release Notes now include feature subscriptions
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Communicate
- Additional Force TURN IP addresses now available
Contact center
- Content templates for messaging campaigns
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Communicate
- Geo-Lookup TURN for WebRTC implementations
Contact center
- Download individual non-voice interaction recordings
- View agent workforce management schedules on iOS devices
- Sync workforce management schedules to external calendars with QR codes
- Pass data between Genesys Cloud and Google Dialogflow
- Long code support for outbound SMS campaigns
- Save and dial non-E.164 numbers for external contacts
Platform
- Desktop applications have a new name
Deprecations
- Genesys Cloud Ruby SDK deprecation
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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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Communicate
- DID and toll-free number management enhancements
Contact center
- External Calling dialing mode for outbound campaigns
- Reset Performance views to default settings
- Filter by multiple items in Performance views
- Filter by skills and languages in Skills Performance view
- Launch workflows from the Architect API
- Contact verification and interaction history enhancements for all regions
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Contact center
- Introducing outbound SMS campaigns
Platform
- Limit organization access to users with specified IP addresses
- Usage APIs for premium applications
Deprecations
- Long polling for Genesys Cloud clients and network configurations deprecation update
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Contact center
- Force Stop option for paused campaigns
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Contact center
- Dialer Campaign Detailed Attempt History report
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Contact center
- Automatic time zone mapping
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Communicate
- Alternate NTP providers for premises Edge appliances
Contact center
- Agent Login-Logout Details report
- Calling party number field for queues validation
- Chinese (simplified) TTS and ASR language support
Integrations
- Outbound dialing campaign management in Genesys Cloud for Salesforce
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Contact center
- Inbound SMS message routing
- Compliance abandon settings for campaigns
- Blind and consult transfer script actions
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Contact center
- Dialing group and site configuration campaign options
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Platform
- Notifications API topic and open source project for WFM RTA integrations
Contact center
- Architect Call.CurrentQueue built-in variable for in-queue call flows
- Global outbound campaign call settings
Integrations
- Store chat transcripts in Salesforce activity records
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Contact center
- ACD voicemail routing
- Co-browse for voice interactions
- Queues Activity views enhancements
- Callback filter in contact center dashboards and views
- Contact Property call rule condition enhancement
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Platform
- APIs for schedule management and IVR configuration
- New invoice system
Collaborate
Contact center
- Historical schedule adherence
- Keep campaign running option
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Communicate
- Forward a voicemail
- Local site routing for Edge groups
Contact center
- Disable answering machine detection in call analysis responses
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Contact center
- Screen share for chat
- Contact property call rule condition
- Norwegian Bokmal language support in Architect
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Communicate
- Edge and Media Tier release notes enhancement
Contact center
- Select a default script for outbound calls
- Contact list sort enhancement
- Contact list filter
- Chinese (traditional) language support
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Contact center
- Co-browse with chat interactions
- Outbound Campaign: Detailed Attempt History report
- Chinese and Dutch language support in Architect
- Call Data Action for email flows in Architect
Integrations
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Platform
- APIs for External Contacts features
Contact center
- Campaign event viewer
- Queues performance detail bar graph
- Pop a URL from the default script
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Communicate
Contact center
- Administrator control of recalls
- Campaign rule condition based on number of agents
- Campaign rule action for changing the dialing mode
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Contact center
- Action to query bridged data sources in scripts
- Maximum lines for outbound dialing campaigns
- Norwegian and Mandarin Chinese support in Architect
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