Collaborate

• Video chat enhancements

Contact center

• Introducing open messaging
• Gamification leaderboard scope and reporting intervals customization
• Enhanced agent workforce management schedule views in Genesys Tempo mobile application

Integrations

• Introducing the Zoom Meetings integration
• Salesforce Omni-Channel chat routing in Genesys Cloud

Deprecations

• Collaborate call functionality on mobile devices deprecation
• Journey JavaScript SDK specific mappable customer traits deprecation postponement

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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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Integrations

• ACD voicemail enhancement in Genesys Cloud for Salesforce
• ACD voicemail enhancement in Genesys Cloud for Zendesk
• ACD voicemail enhancement in Genesys Cloud for Chrome

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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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Platform

• AppFoundry support for PureConnect and PureEngage apps

Integrations

• SMS interaction support in Genesys Cloud for Salesforce
• SMS interaction support in Genesys Cloud for Chrome
• SMS interaction support in Genesys Cloud for Zendesk

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Contact center

• Improved support for external contacts in email interactions

Integrations

• Screen share and co-browse support for Genesys Cloud for Salesforce
• Screen share and co-browse support for Genesys Cloud for Zendesk
• Screen share and co-browse support for Genesys Cloud for Chrome

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Platform

• AWS Direct Connect support

Collaborate

• Voicemail access directly from email notifications
• Out of Office status date range

Communicate

• Edge and Media Tier release notes

Contact center

• Intraday monitoring view

Integrations

• Email interactions support for Genesys Cloud for Salesforce
• Email interactions support for Genesys Cloud for Zendesk
• Email interactions support for Genesys Cloud for Chrome

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Platform

• Admin UI relaunch

Contact center

• ACD support for chats in client integrations
• Genesys Cloud for Salesforce and Omni-Channel status sync
• ACD routing of third-party chat and email interactions
• Queues Performance summary and detail views
• IVR prompt support for ordinal numbers
• Italian language support in Architect

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Integrations

• Secure pause in Genesys Cloud for Salesforce and Genesys Cloud for Zendesk

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Integrations

• Genesys Cloud for Salesforce support for Lightning Experience

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Communicate

• Genesys Cloud web-based (WebRTC) phone

Integrations

• Web-based phone support for Genesys Cloud for Salesforce
• Web-based phone support for Genesys Cloud for Zendesk

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Collaborate

• Updated user profile layout
• New location for group chat notification

Integrations

• Outbound dialing and script support in Genesys Cloud for Salesforce
• Outbound dialing and script support in Genesys Cloud for Zendesk

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Collaborate

• New user statuses
• Increased chat room participant limits

Contact center

• Configurable alerts for interaction statistics

Integrations

• Genesys Cloud for Salesforce Console API logout event

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Platform

• Changes to default password requirements

Communicate

• Telephony trunk configuration enhancements
• Change to trunk number format
• Additional AudioCodes support

Integrations

• Genesys Cloud for Salesforce enhancements
• Genesys Cloud for Zendesk enhancements
• Bridge Server enhancements

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Collaborate

• Delete files from chat
• Add custom and structured attributes to documents

Contact center

• Transfer to voicemail added to Architect
• Load-based schedule generation
• Short-term forecasting
• Campaign rules for outbound dialing

Integrations

• Genesys Cloud for Salesforce enhancements
• Genesys Cloud for Zendesk enhancements

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Integrations

• Genesys Cloud for Salesforce enhancements
• Genesys Cloud for Zendesk enhancements

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Platform

• New support workflow for Genesys Cloud Pro+ organizations

Collaborate

• New UI for profile setup
• Ability to open video chats in pop-out window

Contact center and Communicate

• Group ring
• Ability to copy interactions through the Agent UI

Integrations

• Single Sign On support for Okta
• Single Sign On support for SFDC
• Improvements to Genesys Cloud for Salesforce
• Salesforce Data Dip Connector is now available in East Asia (Japan) region
• Oracle Cloud Service Data Dip Connector is now available in East Asia (Japan) region
• Web Services Data Dip Connector is now available in East Asia (Japan) region
• Zendesk Data Dip Connector is now available in East Asia (Japan) region

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Collaborate

• Bulk role assignment tool

Integrations

• Multi-region support for Genesys Cloud for Salesforce
• Multi-region support for Genesys Cloud for Zendesk

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Communicate

• Genesys Cloud Voice

Contact center

• Agent utilization can now be configured
• Pre-call rule to dial a record in Preview Mode
• Caller ID (ANI) Enhancements

Integrations

• Genesys Cloud for Salesforce updates

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Integrations

• Improvements to Genesys Cloud for Salesforce
• Improvements to Salesforce Object Routing Connector
• Improved styling on several Webhooks widgets

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