Contact center

• Co-browse for web messaging
• Automatic email signatures in canned responses
• Enhanced canned responses editor options
• Rich media in knowledge base articles
• Genesys Cloud native text-to-speech (TTS) French and Spanish support

Integrations

• Introducing the Google Cloud Speech-to-Text (STT) integration
• Microsoft Teams integration enhancements

Platform

• Single sign-on configuration enhancements

Deprecations and announcements

• OS Family attribute in Predictive Engagement
• Windows 7 support for the desktop app deprecation
• Canned reports deprecation date updates
• CIDR IP address range for cloud media services expansion postponement

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Contact center

• Analyze feedback from the knowledge workbench
• Hyperlinks in knowledge base articles
• Typing indicators available for Messenger Transport Mobile SDK
• Arabic voice transcription support

Deprecations

• Genesys Cloud SSO certificate expiry
• CIDR IP address range for cloud media services expansion

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Collaborate

• Collaborate chat improvement

Communicate

• Customize caller ID information with prioritized caller selection

Contact center

• Create workforce management schedules without a forecast
• Workforce management schedule validation error severity enhancement
• Simplified recording and quality policy configuration
• Evaluation summary in agent activity view

Integrations

• Automatic log out of single sign-on provider

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Contact center

• Introducing development and feedback modules for agents
• Gamification start date selection
• Transcripts Aggregate API for detected topics
• Transcript search API enhancements

Integrations

• Multiple certificates for single sign-on providers

Deprecations

• Predictive Engagement outcome limitation change
• CIDR IP address range for cloud media services change

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Contact center

• ACD email message threading limit change
• Contact verification and interaction history enhancements for additional selected regions

Integrations

• Single sign-on integration enhancement

Platform

• Journey JavaScript SDK enhancement for refined tracking and segmentation

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Contact center

• Agentless SMS notifications
• SMS number purchase for countries that require supporting documentation
• Exclude IP addresses in Predictive Engagement web tracking
• New wrap-up code columns in agent interactions views
• Interactions views improvement
• Export view custom participant attributes
• Export view data locale setting

Integrations

• Azure Active Directory for Genesys Cloud SCIM
• Generic single sign-on provider

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Platform

• Authenticate with single sign-on only
• Developer Center usability enhancements

Communicate

• Genesys Cloud audio management improvements
• Support for basic call controls on commonly used headsets
• Genesys Cloud Edge bandwidth calculator enhancements

Contact center

• Queues activity views improvements

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Platform

• APIs for Architect features

Collaborate

• Select download location in Windows desktop app

Communicate

• Custom dashboard to monitor real-time telephony performance
• Track Edge operational states

Contact center

• French language support in Architect
• Recording download permission
• Web-based phone settings in Interactions panel

Integrations

• SSO support for Google G Suite

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Platform

• HIPAA and PCI compliance status in organization settings
• Chat attachment support for HIPAA-compliant organizations

Collaborate

• Simplified user management

Integrations

• SSO support for Ping Identity

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Collaborate

• Chat search command

Communicate

• Dialpad DTMF support

Contact center

• Queue Activity detail view filters

Integrations

• SSO support for Microsoft Azure Active Directory Premium edition

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Integrations

• Microsoft ADFS added as a single sign-on provider

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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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Integrations

• Single sign on support for OneLogin

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