Communicate

• WebRTC Media Helper for VDI environment

Contact center

• Introducing Architect common module flows
• Permission to activate and deactivate queue membership
• New custom actions and usability improvements for script designers
• Caller ID and caller name specification on Callback API
• Bring Your Own Technology (BYOT) billing changes

Deprecations

• Facebook Messenger HUMAN_AGENT message tag deprecation
• Predictive Engagement outcome limitation change
• Topics and programs audit events name change

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Contact center

• Introducing the Amazon Lex V2 integration with Architect flows
• Increased routing duration for bullseye and preferred agent methods
• Out-of-the-box topics for speech and text analytics
• Improved voice transcription accuracy for English language regions

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Contact center

• Amazon Polly Neural TTS Voices support
• Returned results count from Analytics API endpoint Elasticsearch queries
• Spain Spanish, South African English, and Indian English programs, topics, and phrases support

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Communicate

• Search for external contacts and organizations on mobile devices

Contact center

• Topic manager and topic spotting support for queues and flows
• Configurable messaging threading timeline
• Export Architect flows in YAML format
• External contacts bulk APIs for notes and relationships
• Journey aggregate query API for non-offered action states

Deprecations

• CIDR IP address range for cloud media services change completed

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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

• New location for quality management evaluations and surveys
• Additional Spanish sentiment analysis support

Platform

• Developer Center refresh

Deprecations

• CIDR IP address range for cloud media service change

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Contact center

• Acoustic analysis information in Transcript URL API

Deprecations

• CIDR IP address range for cloud media service change
• Topics and programs audit events name change
• Quality Management Audit API change

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Contact center

• Content Search view for voice transcripts
• Search interactions for SIP signaling information for all regions
• Route voice interactions based on external contact information
• Record ACD agent consult calls
• Screen recording limit increase

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Communicate

• Make and receive WebRTC calls on Android devices

Contact center

• Search interactions for SIP signaling information for selected regions
• Agent evaluation comment indicator
• Call recording playback and transcription synchronization
• Voice transcription support for BYOC Premises
• Frequency capping on Predictive Engagement web action offers

Integrations

• AWS Lambda data actions integration enhancement

Deprecations

• Predictive Engagement webhooks deprecation
• Journey history data retention period change

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Communicate

• BYOC Cloud custom SIP headers for improved carrier interoperability
• Extended maintenance window for cloud-based Edge updates

Contact center

• Introducing programs, topics, and phrases for speech and text analytics
• US English, UK English, Australian English, and US and Latin America Spanish programs, topics, and phrases support
• Coaching appointment scheduling with workforce management
• Receive agent workforce management schedule and time off request notifications on iOS and Android devices

Integrations

• Introducing the Zoom Phone integration

Deprecations

• Replace call with voice in Sentiment Aggregates API change

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Contact center

• Spain Spanish, German, South African English, and Indian English voice transcription support

Deprecations

• CIDR IP address range for cloud media services change
• Create Site API call attribute requirement change

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Communicate

• Make and receive WebRTC calls on iPhones

Contact center

• Scheduled Callbacks view usability enhancements
• Export view data advanced options
• Analytics Aggregates API for sentiment analysis on digital interactions

Platform

• Restore deleted OAuth clients
• Set Collaborate chat message retention

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Contact center

• Workforce management work plan validation enhancements
• France French, Canadian French, Italian, and Brazilian Portuguese voice transcription support

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Communicate

• DID and toll-free number management enhancements

Contact center

• Sentiment analysis for digital interactions
• Voice transcription enhancement in speech and text analytics API
• Undo or redo changes to a workforce management work plan
• Genesys Predictive Engagement rebranding

Deprecations

• Export Media Types and Role real-time columns data into .csv files deprecation
• Limit journey and interaction history for external contacts and organizations to 365 days deprecation

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Contact center

• Queues Activity Detail view usability improvement
• Performance Dashboards enhancement
• Voice transcription search improvements
• Predictive Engagement integration with Adobe Analytics
• Chat emoji enhancement
• Canned responses editor improvement

Deprecations

• Analytics User Detail Endpoint API query interval change
• Analytics Conversation Detail Endpoint API query interval change
• Limit journey and interaction history for external contacts and organizations to 365 days postponement

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Contact center

• Agent-owned records for preview campaigns
• Speech and text analytics settings improvement
• Service level calculation enhancement
• Access partial availability time stamp in Analytics API
• Interactions panel improvement

Platform

• Release Notes now include feature subscriptions

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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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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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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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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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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

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Contact center

• Answering machine beep detection improvements for call analysis

Deprecations

• Classic Queues views deprecation removal

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Communicate

• Forward a voicemail
• Local site routing for Edge groups

Contact center

• Disable answering machine detection in call analysis responses

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