speech and text analytics


October 14, 2020

Communicate

  • Configure beep tones for line recording

Contact center

  • Email Performance view reports
  • Analytics Aggregates Endpoint API for sentiment analysis

Integrations

  • Introducing the Microsoft Teams integration

Platform

  • Disable Collaborate video

Deprecations

  • Limit interaction history for external contacts and organizations to 30 days deprecation
  • Default word confidence change in speech and text analytics settings
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September 23, 2020

Contact center

  • Introducing sentiment analysis
  • Enhanced player on interaction detail page
  • Richer customer journey context for agents
  • Business hours scheduling for Predictive Engagement web chats
  • Change history log for Predictive Engagement
  • Configurable default prompts in Genesys Dialog Engine

Integrations

  • IP addresses for emails sent using the custom SMTP server integration

Deprecations

  • Export Media Types and Role real-time columns data into .csv files deprecation
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September 2, 2020

Communicate

  • BYOC Cloud rate decrease
  • BYOC Cloud is PCI DSS-compliant

Contact center

  • Speech and text analytics settings
  • Coaching appointment aggregates API
  • Date and time slot type enhancements in Genesys Dialog Engine
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August 26, 2020

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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August 19, 2020

Contact center

  • Introducing voice transcription
  • View workforce management schedule changes with the audit log viewer
  • Third-party text-to-speech (TTS) engines for bot integrations
  • Configure intent disambiguation in Genesys Dialog Engine
  • Agent toolbar usability improvement

Deprecations

  • Internet Explorer support for Genesys Cloud embedded client deprecation
[View details]