SMS message routing

June 7, 2023

Collaborate

  • Support for MDM browser authentication for Collaborate for iOS

Contact center

  • Workforce management time-off requests user interface improvements
  • Improvements to playback screen recordings
  • Workforce management and HR Integration System (HRIS) integration
  • Modify the default whisper tone in Architect
  • Real-time alerting for waiting interactions
  • Introducing improved alerting

Integrations

  • Client information in the embedded clients interaction window
  • Client information in the embedded clients interaction window

Deprecations and announcements

  • Journey customer service deprecation
[View details]

May 17, 2023

Communicate

  • Additional ringtone options for Communicate for iOS and Android

Contact Center

  • Agent email editor enhancements
  • Email signatures appended to agent email
  • Set SMS Phone Number pre-contact digital rule action
  • Perform multiple actions on an email
  • Add and remove flexibility for email history in agent emails
  • Introducing Queue Wrap-up Summary Report
  • Introducing static download links for export

    • Integrations

    • 8×8 integration
    [View details]

    April 29, 2020

    Platform

    • New AWS region deployments
    • Refresh tokens for secure authentication

    Communicate

    • Genesys Cloud Voice availability for new AWS region
    • BYOC Cloud availability for new AWS regions

    Contact center

    • Introducing improved workforce management features for selected regions
    • Improved ACD messaging for Facebook Messenger
    • Inbound MMS support for SMS messages
    • Interrupt a Google Dialogflow agent in an Architect flow

    Integrations

    • SMTP server integration for outbound emails

    Deprecations

    • WFM forecasting After Call Work and Average Talk Time deprecation removal for selected regions
    • Contact center dashboard in Performance Overview menu deprecation removal
    [View details]

    September 11, 2019

    Contact center

    • SMS number purchase update

    Platform

    • iOS SDK
    [View details]

    December 12, 2018

    Contact center

    • Outbound SMS on behalf of a queue
    • External contact search for messaging channels
    • Change agent’s status in Queues Activity Detail view
    • View export for Agents Queues Detail view
    [View details]

    March 14, 2018

    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
    [View details]

    March 7, 2018

    Contact center

    • Inbound SMS message routing
    • Compliance abandon settings for campaigns
    • Blind and consult transfer script actions
    [View details]