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scripts
Contact center
- Single customer view powered by identity resolution available in all regions
- Introducing Genesys Enhanced Text-to-Speech integration
- Shift trading on iOS and Android devices
- Secure bot flows in Architect
- Audit log viewer for action maps
- Agent Locale Scripter variable for agent’s chosen language
- Sentiment feedback, content search, and Interactions view icon updates
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Contact center
- List variables for agent script designers
- Web messaging typing indicators setting
Deprecations
- Windows 7 support for the desktop app deprecation
- Website visitor count API change
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Contact center
- Copy a development and feedback module
- Genesys Beyond module enhancements
- Configure setting to reduce latency of transcripts sent through Notifications API
- Messenger Transport Mobile SDK
- Use self-managed AWS Key Management Service for conversation data encryption
Platform
- South America (São Paulo) region deployment
Deprecations
- Microsoft Edge Legacy browser support deprecation
- Website visitor count API change
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Contact center
- Interactions panel view improvements
- Agent script window improvements
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Communicate
- Genesys Cloud Voice in Belgium and Finland
Contact center
- Architect collection values enhancement
- Agent script auto-save
- Service level calculation enhancement
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Contact center
- MOS scores for voice interactions
- Send Response action in Architect message flows
- Genesys Cloud scheduling enhancements
- Dutch TTS and ASR language support
- Image component enhancement for scripts
Integrations
- Amazon Lex integration for inbound message flows
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Platform
- Turn off file uploading in chats
Contact center
- Skill configuration for third party emails in Architect
- Script display enhancement
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Contact center
- Add contact numbers to DNC lists in agent scripts
- Workforce management permissions updates
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Contact center
- Markdown in scripts
- Assign queues when editing a person
- External contact address information in searches
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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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Platform
- Genesys response to Meltdown and Spectre vulnerability
Contact center
- Import and export scripts between organizations
- Swedish and Danish IVR prompt support in Architect
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Communicate
- User to User Information (UUI) support
- Phone provisioning from the cloud
Contact center
- Web chat schedules
- Enhanced support for external contacts in interactions
- Maximum shift start time variance
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Platform
- PCI DSS Level 1 compliance for Secure IVR
- Improved view of subscription, billing, and usage information
Contact center
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Platform
- Help panel enhancement
- Callback metrics in the Analytics API
Contact center
- Scripts with web chat
- Queues Performance view export
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Contact center
- Data actions in agent scripts
Integrations
- Routing Salesforce emails through Genesys Cloud for Salesforce
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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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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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Platform
- Contact center access for third-party developers
Contact center
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